Throughout the video, I watched a dedicated store owner talk about his passion for the hobby and his pride in his store. And it was evident that his passion has paid off. It was contagious. His staff appeared positive and enthusiastic. They seemed to love working there and most importantly, his customers enjoyed being there.
My “take-away” was that we always need to show customers our best side. If it’s a long week, or you’re short-handed, or if your water heater is busted at home, your customers came to your store to have a good time. Greeting them with a sad face or indifference because things aren’t going smoothly that week will only serve to alienate new customers and disenfranchise existing ones. It’s up to you to empower customers to feel welcome to stop by, hang out and play games.
In the end, you are the architect of your store’s environment. You set the tone for your customers and employees and, in turn, you reap the benefits. It’s common sense (and statistically proven, by the way) that happy customers feel welcome and are, therefore, will to spend more in your store. So, as the song says, “put on a happy face“, and it will be a win, win, win scenario for your customers, your staff, and you.
Besides, how else are you going to pay for that busted water heater?