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Customer Service - why some people just shouldn't own shops Business Articles | February 8 cheap air max womens , 2003
I had a call last week from a friend of mine who is an ... agent and ... He gave me a referral to the owner of a ... coffee shop who had called him seeking help with ...


I had a call last week from a friend of mine who is an advertising agent and copywriter. He gave me a referral to the owner of a franchised coffee shop who had called him seeking help with advertising and marketing.
My friend said that he thought that the caller?s problem wasn?t one that his services could fix but thought instead that he needed some sales customer service training.
**Sidebar ? isn?t it nice when someone says ?I can?t help you but I know someone who might be able to. Let me get him to call you?**
Anyway, I called the coffee shop owner and said I?d drop by for a chat over a coffee. Getting to the shopping center late on Friday afternoon, I sensed immediately what the problem was. Jack (not his real name) was working in the back office and came out to talk when his young male counter assistant went to get him. Jack?s face was long and dour. He looked totally miserable. I wondered why his business wasn?t working for him ?
Anyway cheap nike air max shoes , we got to chatting and I guessed Jack wasn?t one for small talk so I got straight to the point and started asking him some direct, searching questions. He told me that he?d invested over $300,000 in the franchised store and that in almost six months cheap nike air max , hadn?t broken even once; let alone looked like making a profit.
**Sidebar ? two further side issues come up here ? let me share them with you.
The first refers to what is called ?Buyer?s Remorse? which is that voice in your head asking you why you did what you did. Jack?s little voice was asking him why he put that kind of money into the business in the first place.
The second is deeper and relates to an issue of capital. I wondered just how much working capital jack had started with; how long he had expected it to be before he made a profit and how much he had allocated to his initial marketing campaign to get the store off the ground.**
Jack went on to tell me that he hated the store and hated dealing with customers. I asked him why he got involved with such a customer-focused business in the first place. His response was that he didn?t really think about it.
Let me repeat that ? he didn?t really think about it.
**Sidebar - what was the Franchisor thinking about? He?s sold a franchise for over $300,000 to a guy who has no prior customer service experience and who plainly is an introverted kind of character. There?s another issue here but I?m not going to touch it here!
We discussed the parameters he could