By Zach Wood
All small businesses to succeed in today’s society need to build a rapport with all customers that walk through their doors. What does that mean to me as a customer? I will tell you. When a person walks in the door for the first time the employee should make that person feel welcome and treat him or her like a friend or family member. No matter whom he or she may be!
For example, I am hesitant to talk to people because of my speech impediment. I can tell when people are really listening to me or shutting me off. When they are focused on my needs they are looking directly at me and not off in another direction. Contrastingly when they are not paying attention to me they will thoughtlessly say yes to everything without questions, hoping to move away from me as fast as they can.
Sometimes if they are really stuck, they will look for someone to clarify. Usually they will ask the person I’m with what I said. This last strategy is okay as long they have genuinely attempted to understand me initially.
Now when serving a person with a disability it may take more patience and time to figure out his or her requests. But, in the long run the employee’s patience will pay off with repeat business again and again. Employees remembering regular orders or special requests every time will also go a long way towards repeat business for any customer, disabled or not.
Personally I go to a business called the Coffee Tree which epitomizes top notch customer service. I have a number of different things that have to happen when I buy my drink. They remember my name, what temperature I like, do I want whipped cream, or that I need a double cup or put it in my special cup that I brought with me.
Some people may look at the treatment as being spoiled but I call it above and beyond customer service. I look forward to going there every day because I know I will be treated as well or better as anyone else that comes through their doors. If I could, I would give these people an award for their exemplary service to all customers.
ABOUT ZACH WOOD
Children’s author Zach Wood is the creator of the Carlos Series which includes Carlos Goes to Preschool and Carlos Rides the Bus. Motivation for the Carlos Series stems from Zach’s own experience living with cerebral palsy. Coming soon Zach will introduce the first book in his newest series, The Disability Gang. So, keep an eye out for the title Abby Goes to the Farm. To learn more about Zach or his books please visit www.carlosworld.com