By Dave Wakeman
Lately I’ve been thinking about the declining sales, ratings, and overall numbers in a number of pretty high profile businesses that make up the American economy: sports, retail, some forms of hospitality, and I’ve come to a pretty remarkable conclusion.
Despite the fact that social media is more and more prevalent and should put most of us on our best behavior, we still find ourselves living in the “We Don’t Care, We Don’t Have To” economy.
You may recognize this in the last time you went to a restaurant and the staff treated you like it was an inconvenience for you to be there.
Or, the way that I felt after taking my son to a Washington Nationals’ game a few weeks back when 20 minutes after first pitch, there were still 10-15 minute lines to get into the stadium, lines for food and beverage that took an inning to order from, and staff that could have cared less that there was anyone there.
You also see it in the recent United Airlines situations.
I’m sure I don’t have to dig too deep to find a bunch of other relevant examples as well.
What we see more and more is that despite our companies and businesses too often telling us that they just don’t care, the companies that do care and show it are the ones that are doing well.
Here are a few examples:
In Washington, DC, there’s a relatively new BBQ restaurant called Federalist Pig. I’ve probably been 4 times in the last two months. Over the past few times, the staff has gotten to know me and my son, especially my son.
To the point that when he comes in, they make sure to thank him and tell him, “repeat customers like you are what keep us going.”
He loves the attention. I love him getting the attention. But more importantly, the staff saying that shows that they care.
Have you ever been to Philz Coffee?
We have two in DC now and both of them are pretty great.
At the one in Adams Morgan, one of the baristas always talks with me about the book I am reading. She even took a recommendation and bought the book for her brother. Which she went on to tell me was his favorite gift and that he read the book in a weekend.
At the Navy Yard Philz, the staff is always extremely willing to make a special blend of a pound of coffee for me. Which on the surface, shouldn’t be a big deal. But they talk with me about the reason I like the blend like that and what I like about coffee, not earth shaking stuff…but when you have a lot of choices, these personal interactions matter.
In my neighborhood in DC, I live near Rock Creek Park and Beach Drive. The federal government is undertaking a long overdue project to fix, widen, and repave Beach Drive.
Unfortunately, this means that the traffic has to go somewhere.
Unfortunately, most of this traffic is now funneled through my neighborhood.
And, it isn’t the Go to the full article.
Source:: Business 2 Community