I just had to write about a recent experience I had with a small business in Des Moines. Windsor Vacuum ("where you’re only a stranger once") has been doing business for years, and I was reminded the past week why they’ve been so successful. We recently had a vacuum start to make noises and the rollers stopped working so I took it in.
- Friendliness. I was greeted with an enthusiastic smile and genunie friendliness. It’s amazing what a little courtesy and friendliness can do. It makes you want to do business there.
- Passion. I chuckled a little bit when the gal who took my vacuum talked like I was boarding my pet. "We’ll take good care of your vacuum – give it lots of love." But, by personalizing the vacuum and taking ownership for caring for it – it made me realize that they cared more about my vacuum than I did. Now, that’s the kind of place you want to go for repairs.
- Efficiency. I received a friendly message on my voice mail just a day later that it was ready. It not only exceeded my expectations but also alleviated the feeling I get from so many businesses who consider that it is my responsibility to check on them.
- Honesty. I picked up my vacuum cleaner. It was cleaned up and almost looked new. The total charge: $3.00. "Just needed a new belt" the young man behind the counter told us. No $75.00 fee just to open it up. No crazy one-hour minimum for labor.
Where do you think I’m going to go when I need my vacuum repaired? Where do you think I’m going to go when I need a new vacuum? I think all small businesses could learn a lesson or two from the folks at Windsor Vacuum!