When I was a kid…

If you placed a call to someone and left a message, they called you back, usually the same day. Today, I am lucky if I get a call back at all. We seem to be playing a game of professional hide and seek. The important point here is that business can only be conducted through good communication, productive conversations, and mutual agreement. When we don’t connect, the business process gets stalled and frustration sets in.

When I was a kid…

People made eye contact. They sat in meetings paying attention and looking each other in the eye. Today, we find professionals slouched in their chairs, eyes downcast and focused on whatever electronic device they happen to be “plugged” into. Business is about trust and, as humans, we establish this on a very basic level with our ability to make and maintain eye contact and our use of body language.

When I was a kid…

People cared about their appearance. It was a sign that they respected themselves. I know that corporate casual is in vogue and I am not saying that I need my business meetings to be black tie affairs but at least be clean and neat with an appearance that says you care.

Do you ever wish we did things the way we used to? If you could turn back the clock, what business behaviors would you bring back that seem to be missing today?

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I was in a retail store the other day when I overheard a customer making an impassioned plea to the sales associate to help her with an “out of stock” situation. The customer was desperate to obtain this item for her son’s birthday. She asked the sales associate if there wasn’t something he could do to help. His response was that the store was out of the item and they weren’t expecting any more until the holiday season. He explained that the economy has slowed down their shipments with corporate controlling inventory levels on a much tighter basis. The customer was frantic and near tears. I could relate. I’ve been there myself. Rather than the sales associate offering to check other stores in the area, he simply terminated the interaction with the  customer by muttering an insincere “sorry” and walking away. The associate missed a prime opportunity to create a customer for life. He could have been so much more creative at solving this problem. What a dumb move!

What are you doing to encourage creative problem solving in your place of business? What should you be doing? As you budget and plan for the upcoming fiscal year, consider some training workshops on creativity and innovative thinking. It may be one of the best things you’ll ever do to foster greater levels of customer retention.

Now let’s get out there and be creative!

• Like what you read? Digg, Stumble or Tweet this post!
• Market Viewpoint …helping you see your business through your customers’ eyes.
• Follow Angela Megasko, president of Market Viewpoint on Twitter today!

While on vacation this summer, I decided that I really needed an ice cream cone so I visited a local mom and pop store at the ocean-front community I was visiting on the East Coast.  They had so many of my favorite flavors that I just couldn’t decide! I stood there for what seemed like forever then the sales associate made a great suggestion. She said, “Why not try a sample?” Now a lot of ice cream stores offer samples, but what took this experience over the top for me was that she put the sample into a miniature cone!!! Now that’s the ultimate customer experience!

So as you are considering ways to take your customers’ experiences over the top, be sure to think of little ways that will make the experience memorable. Perhaps a small sample of your product or service will do the trick but then don’t forget to add that little twist that will make the sample memorable.

Here’s to helping you see your business through your customers’ eyes!