customers

  • November 9, 2021

    What Every Small Business Owner Needs to Know About Understanding Their Customers

    My daughter is 4 years old and loves Rita’s “Water” Ice1. In the beginning of the school year, we’d celebrate making it to Friday by going there and getting a treat. Of the times we went, there were two that really stand out.

    See, usually I come with my son Lou (15 months) in my arms, holding Teresa’s hand, up to the register. I order 3 “water” ices: a kid’s for Lou, a small for T, and a medium, sugar-free, for me.

    The first time that sticks out in my mind, the younger woman (I’d guess college) hands me all 3, no tray, no lids, 2 kids in tow. I ask her for a cup holder. She gets it. I ask her for lids. She gets me 2 that don’t fit on the 3 “water” ices. So I struggle holding everything, trying not spill it as I make my way back to my car. I left pretty annoyed because I thought it was clear that carrying literally anything else would be a struggle.

    The second time it’s the same situation, except the woman who took my order is around my age or older. She hands me all three in a cup holder, with lids securely fastened to the cups. Getting to the car was MUCH easier this time. I left much happier, because the woman took the time to make sure I wouldn’t struggle.

  • September 16, 2021

    Stop Focusing on WordPress Searches and Serve Your Customers

    When my faucet was leaking water into the cabinet below, I had no idea what to do. I didn’t even know the question to ask. So I just googled, “Leaky faucet.” I found some YouTube videos, tried what they recommended, made it worse. Went to Home Depot…twice. They told me “Moen” was good for replacement parts. I ordered parts on Amazon. They didn’t fit. Nothing worked. 4 weeks went by.

    Turned out, until we got 2 different quotes from professionals, we didn’t know the problem was unfixable and it needed to be replaced. Maybe if I had known a bit more about how faucets worked, I would have known what to look for.

  • February 18, 2021

    What Baby Clothes Can Teach You About Understanding Your Customers

    If you’re a parent, you’re probably familiar with something that’s been recently reintroduced into my life. It’s 2 am, and my 7-month-old son wakes up and is in need of a new diaper and bottle. So I get up and head into his room. I’m half asleep, I need to undo his PJs, change the diaper, and redo the PJs. And there is one type of PJs that are head and shoulders above the rest: the reverse zip PJs. So good in fact, that I’m certain they were designed by parents that had the same exact experience I’ve shared.

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