Jamie runs a business, and she wants it to grow and make a full-time income. She started her business out of a passion. She got frustrated about having the worst customer service at the local retail store and went to build her own retail store with the best ever customer service.
She gathered her savings, rented a space, stocked it up and all the things went well, she got customers visiting the store. She happily served the customers, then she hired a few employees. She trained them, she managed her employees and propagated the customer service ideas to them. All was going well.
Now, it’s the holiday season. And she started running a few promotions in her store. Jamie starts her car to go on a vacation. Suddenly she gets a call.
A call from her regular customer complaining about the long queue at her store’s cash counter. He’s really frustrated about the level of service he received from Jamie’s store. Jamie talks to the customer cool him down and rushes to the store instead of the vacation.
When she enters, she found chaos everywhere. Things were not kept properly in the racks. A long queue of customers standing at one of the counters, the other two counters don’t have cashiers. Everything is out of order.
What happened? Jamie is a very cool person. So, she calls her manager Dorothy and asks her what happened. Dorothy said, Jamie, that there was a huge influx of customers.
That’s fine, But Dorothy… “Why is there no cashier in the other two counters?”. Dorothy says that her cashiers were re-routed to the warehouse to pick some things up and re-stock them.
If Jamie would’ve been there, then things would’ve been completely different. The priority would’ve been to clear the queue first, rather than to re-stock. At least Jamie would’ve stepped into the cash counter.
Welcome to the chaotic world. Where nothing happens as you want it to happen. Jamie thought that Dorothy is capable of delivering the level of service that Jamie wanted to provide to her customers.
Jamie starts to lose confidence as she dwells in the chaos. Suddenly her vision of having the best retail store with the best customer service is fading away…
Continued… Follow me to receive the second part of Jamie’s Story. I’ll share the 3 simple steps to systemize your business operations.
[Update] Part 2 is here: https://bit.ly/2I7MANo