Cuppy’s Coffee: Pitfalls To Avoid In Business

  Running a successful business can be daunting. Several factors play a key role in the success of your business such as patience, passion, knowledge of your industry and determination. There are others, but there are more ways to fail than there are to succeed. Take a look at the following pitfalls and the subsequent topics to follow, and see if they may apply to you . Any one or combination of these pitfalls will be reflected daily in your attitude and the way you approach the next day’s business.  If you find yourself party to any of these pitfalls, don’t worry, we have a way for you to turn it around.

Conversation Curses    

Having the wrong conversation can do more harm than good in making you feel better. As humans it is our nature to want to vent our frustrations from the highest mountains we can find. And while on that mount the wrong words can be like a rolling stone on an unending hill to disaster. Today’s society tends to relish all that is wrong or negative. The effect is contagious and detrimental to most businesses just as in this example. In the 80’s a certain franchise, which we won’t mention here, gained national notoriety in the press from the conversations and correspondence that occurred between disgruntled franchisees. It took that company years and cost millions of dollars to regain the respect of the public for its brand. These franchisees had a bad case of ‘Loose Lips’ which eventually led to many of them closing their doors, not to mention, losing their hard earned investments. This downward spiral even damaged the franchisees that were making a financial windfall and had no party to negativity that was unleashed by others. That was not the intention but once the cat was out of the bag it was hard for many of them to recover. Another example how negative press and today’s events can hurt your business, how many of you will check your toys for the label “Made in China”?    

Your company image and brand is, and should be, very important to you. How do you want your target market, customers and your community to perceive your franchise? Protect it. Talking or corresponding negatively about your experiences or hardships will result in a decline of customers walking through your doors. With the invention of the internet, email and text messages a shot can now be heard around the world faster than you can say “Loose Lips Sinks Ships”. Speaking negatively with your employees will not only lower their moral they too will become discouraged and not give the customer service you expect hurting your business further.     

The effects are numerous. So to counter that, it is wise to always build up your business by giving positive comments, correspondence and attitude even when things seem their worst.  You only hurt yourself when you speak negatively of your company, vendors and customers. Name recognition will have a lot of weight on the success of your location. You can be a part of the success or that shot heard around the world. 

Bad or No Customer Service    

     The enthusiasm has worn off. You look at your customers more like a life line than a person. Without realizing it you’ve stopped noticing the very people who are making your business successful. It’s become a JOB. You’re wondering why you can’t make ends meet or why it that you don’t have more customers. 

      The answer may be in you and your employee’s customer service skills. Taking a few minutes each day with each employee and explaining the importance of customer service can turn this pitfall around. A simple smile, a warm thank you or maybe an acknowledgement of their presence are simple techniques that will make anyone feel comfortable in your store. And more importantly make them want to return with their friends. Your customers will reward you by telling their friends and neighbors about the wonderful experience they received at your store. Are you providing your customers with the service they need? If you know who the customer is, call them by name. Are you building a loyalty relationship between you and your customer? Offer your customer a discount or reward for sending a friend in to sample your wares. Create a service award program or contest among your employees. Want your baristas to give great service? Reward great service. Create the legends, spread the word. When your employees see praise and rewards for great service, pretty soon they are trying to one-up the others and become the next service legend. What will your customer say? “Wow! See you tomorrow!”