Tuesday, May 15, 2012

Communication is the Key to Good Business

      While watching a Simpsons rerun a few days ago there was a scene where Marge starts her own Pretzel business. Just as she's about to sell her first two pretzels the competition arrives in a shiny new food trailer. Everyone watches the truck roll in and someone says something like, "Hey, let's go over there. They don't even look like they need our business." Leave it to the Simpsons to hit the nail on the head.
     I've run my own business for 12 years and know how the little guy feels. It's hard to start a new business, attract customers, stay dedicated and make it work. The biggest lesson we learn is that we make mistakes along the way. I feel sorry for the customers I had to practice on and make mistakes with. But as of today I've reached the top 2% of my company twice, earned four free cars, and in my best month earned over $5,000 in commisisons (not to mention the $1000 in sales).  So I'd say I'd done pretty well, not to say I'm the best expert around, but I started at ground zero with no experience in sales and have learned quite a few lessons through personal experience, training, and through other's experiences. Plus my customers love me because I know how to treat them right.
     This past week I was reminded of one of the most important lessons you must learn early and quickly to stay in business, especially in this day and age where Facebook and Twitter run our lives: Communication.
     I hired a new businessman and his crew to come clean my windows, window screens and aerate my lawn. They did a quick 5 minute estimate and set me up for the next day at 3:00. They were 2 1/2 hours late for their initial appointment. I would have been happy to reschedule for another day, but every time I called they told me they were on their way. So I was late for a movie with my husband that night. I had to leave before they were finished and the result was a very bad, rushed job. After that they literally wasted 24 hours of my life waiting on appointments for the crew to come fix it.  Had they communicated in the first place I may still be a happy customer, but instead I posted on my neighborhood Facebook page not to hire the crew, which may or may not have ruined the start of this businessman's company. I really don't like my time being wasted I suppose.
     So I guess in the case of the Simpsons I feel bad that all too often I have that mindset that I shop at places that are usually nice looking, well-stocked (this will be a future blog), and have a good reputation. Places that probably don't need my business as much.  I really WANT to help the little guy--really I do! But, there's a reason the big companies that look nice are where they are--that is: reliability and good communication. A word to the little guy: make me want to work with you! Communicate with me if there's a problem, if you know you did something wrong, if the dirt is too dry to aerate, if your car broke down on the side of the road and you're going to have to reschedule. Don't make me call you. If I call you, then you've lost credibility in my eyes. I can't trust you. If I can't trust you, I won't hire you and within seconds I'll tell all of the people I know not to hire you. Communication is key!