I love it when I don't have to work because then I can do the real work like reading and thinking and I came across this yesterday and it sounds exactly like what I talk about it my "Creating Freedom" talk!Isn't it crazy that people go to starbucks 18 times a month and probably spend close to $1000 a year there...
How does this change the way you think about your business and what it delivers?
15 comments:
I think this is good to consider.
I recently took family portraits for the sweetest family and, after they saw their pictures, they said something about just hiring me for all of their photography needs. As I pondered what that could mean, the possibilities for different things I could do for them in the future seem endless.
DJ - maybe you could give us some advice on REMINDING them to come back for more!
Yes reminding people that you are out there is good! Becker actually does a very good job of it and there's a book called "Never Eat Alone" where it defines this action as "Pinging" people.
You don't want to seem spamish or even solicit anything. I'd suggest just poking in and asking about the kids and how they're doing a couple times a year. Or send them a photo and say you were going through your archives and saw this fun shot and wanted to send it over.
:)
DJ
ah... the "latte" factor also known as the "nickel and dime" mentality. most people agree that starbucks aka four-bucks coffee is VERY expensive. $1000 on coffee per year is a lot of money, but spread that throughout the year and it doesn't look as bad. still very expensive to me.
= )
the service is always great. maybe it's the free coffee that they get? whatever it is, the experience is almost always pleasant. customer relations is rather high in the scale when speaking about four-bucks, errr.. i mean starbucks.
maybe i should start serving people coffee before a shoot.
= )
oh, try ordering "strawberry water" the next time you photogs make a stop to the $4 liquid. a large aka venti cost $.50!!! and to top it off, it's rather good. try it.
//ed
I just had to get a Starbuck's after reading this post! Thanks DJ!! hehe!
Wow! Creating the experience is definitely the key! :)
woah! So true!
Oh thank you guys for posting! I was getting lonely here. Sarah - stay away from Starbucks unless you're getting a seasonal Egg Nog Latte - those are good!
:)
Aw! DJ! Ok..I'll get my fam to post to keep you company;) hehe!!
Yeah..I hate coffee so nothing for me at starbucks except for the eggnog latte WITH chai:)
Oh yeah..for some reason Oli thinks that you live in the garden of eden??? I have no clue where she got that but yeah...Natalie asked her the other day where you lived and she said that...! Well I guess Cali is pretty enough to be considered the garden of eden! LOL!
Ask her if she thinks I'm Adam or the snake?
Oh that's an easy one DJ. The snake hands down:P
naw... I dont think u were Adam or the snake... u must've been the blue whale... or maybe a penguin... or a walrus. Oh I know!!!! u were the APPLE!!!!
Um yeah...whatever Andrew! You need to go to bed! lol!
I asked Oli..and at first she said you were the snake but after thinking about it a little bit said "no no no...he's Adam!"
hehe!! Still not really sure what that's supposed to mean! LOL
Remember...according to Salmone, DJ is God...
I mean Salomone...
Hi David,
This is an interesting post and one that is "close" to my heart. As a professional Marketer and Communications Manager I believe and "preach" the truth about customer experiences. In fact, I should take your advice and write a book about it.
Regardless of your business or vertical market, when you can truly "reach out and touch" your end-user or customer's heart, you have not only generated a sale but have instantly created a relationship that can build over time.
Often in my industry we see companies enjoy a "heart" moment only to run it into the ground by focusing on the event instead of the relationship. It requires wisdom, commitment, truth, integrity, and management but it can be done and it can be very rewarding for both parties.
Didn't mean to leave such a long post, and I'll close by pointing you to the Cheerios Christmas commercial of the late 1980's. You've seen, there's a baby and a grandmother playing in their bowl of Cheerios together - you'd have to have a heart of stone not to be touched by that commercial. And in that commercial Cheerios was an element, not the main element. The main focus was the love of the Grandmother for her grandbaby. They nailed that campaign and just imagine what Cheerios could have done if they had the communication tools we have today? Great post my brother, great post! Be blessed and we miss you in Chicago!
Hey DJ,
I work at a Starbucks and I can tell you that being sure to give the customers a certain kind of attention was one of the things drummed into my head. We're supposed to inquire about their day, learn their names, remember the regulars' drinks, and generally be warm and engaging. Even though we have some GREAT drinks and products, it's the sincere concern for the customers that brings people back.
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