I would argue that brands are built by the relationships they hold with their customers, patients, or clients. It’s not necessarily just about the business model.
Brands get themselves in trouble when they build their business (higher, stronger, wider, etc,.) but fail to build the relationships.
How you treat your customers at a small flower boutique in town will be much different from how you treat your customers at a much larger flower boutique at the intersection of four major cities.
Brands get themselves in even more trouble when they treat their customers as if they are at a much larger business than where they are. My response to this is simple: be who you are. If you’re a small business, act like it, treat your customers like it.
My immediate reference in mind is Sbarro. They treat their customers in a way that’s personal, yet, realistic. They understand that people go to Sbarro to get a quick pizza, that’s it. People who go to Sbarro don’t want to be pampered, don’t want to be sold more than what they want, they don’t want to establish a close relationship with Sbarro workers. They want to be treated as people who need a break in the day for a quick slice of pizza. Sbarro understands this and treats their customers accordingly.
Stay Positive & If You Want To Be More, Change Everything
Garth E. Beyer
- Get Them To Try It Twice - November 12, 2024
- Sometimes There’s No Point - November 11, 2024
- Imagine If - November 10, 2024
