People Make A Company A Winner Or A Loser

Jim Luff
Posted on August 20, 2014
I stopped by the grocery store yesterday. I am a loyal shopper at Albertson's, a large chain started and headquartered in Boise, Idaho. Albertson's serves the western and central parts of the U.S. and Florida. With such a wide massive footprint, it seems they would be just another big impersonal chain grocery store.


As I left the store, a courtesy clerk was coming in pushing a load of retrieved shopping carts. He stopped to allow me to exit the store and said, "Thank you for shopping at Albertson's today." I wondered if my chauffeurs part company with our clients by thanking them for riding with us today.

I realized that I have a tendency to go to certain check-out lanes where the checkers address me by name and I know them by name. They aren't necessarily my friends. Or, are they? When I go through Megan's line, she always greets me by name. I know she is married and has one child. Although our interactions are so brief, over a period of years I have learned about her and she has learned about me. She is one of the reasons I shop at Albertson's.  I "know" the manager of the produce department and the meat department. I know the store manager and assistant managers. They recognize me as a regular customer and make me feel like I belong there.

What does all this have to do with the limousine business? Winning or losing is all about customer service, no matter what business you are in. Companies don't provide customer service. People do! You have to hire the right people and train them to make client's feel special like "MY" Albertson's does. Oh, here's another thought that goes with our industry: Albertson's is not the lowest priced grocery store in my area. I don't care! I get good service there, a good variety of product. You should have good service and a good variety of vehicles. So, it does relate to how we build our businesses. I am willing to pay a little more for a clean store, a wide variety and good service. I think our clients are the same.

Related Topics: building your clientele, client markets, customer service, Jim Luff

Jim Luff Contributing Editor
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