A customer recently posted something to our Go-Go Babyz Facebook page that really made me think. It said something like “ I get stopped all the time with people asking about the car seat wheels. How doesn’t everyone know about the greatest product ever yet?” First of all, what a compliment. I am so appreciative when people actually take the time to say something nice. Don’t get me wrong, we do get a lot of nice emails, phone calls, and social media posts about Go-Go Babyz and our products and team members. It’s just that when you are a manufacturer, most of the calls or emails are going to be customer service issues. Most customers with an issue are going to contact you but not all customers are going to make an effort to contact you just to say something nice. Of course, not all customer service communications are bad but very few are simply to say something nice. So, every time we do get one it leaves an impression and validates why we are in business; to connect with real people like us and offer our solutions to the same problems we experienced traveling with our own children.
Business is like life, it’s all about relationships. As a business there are relationships with customers, service providers, staff, vendors, retailers, etc, etc, the list goes on and on. Relationships can make or break a business and each group is important to the growth and survival of the business and must be tended to and nurtured. Of course, customers need to be at the top of the list because without customers there is no business. That being said, without the other relationships, Go-Go Babyz can’t operate and has nothing to offer our customers.
As a customer myself, I want the people I encounter in a store, on the end of the phone, or reading my email to be real and understand me. I want them to realize that regardless of how much I spend with them I am a customer nonetheless and contribute to their business on some level. Some companies do a great job at this and some do a poor job. That’s too bad but that’s business. I am grateful and appreciative to those companies, especially the big guys that do a good job and really understand that at the end of the day we are all just people navigating life made up of a web of relationships that need to be cultivated and nurtured to operate properly.
As I mentioned in the beginning, the post by our customer made me think. It made me think a lot so this will probably become a series and I will be posting a few more pieces related to the topic so, stay tuned.
VP & Dad