A Surprise Question

by Chris Bjorklund

You don’t hear this too often. “What could I have done differently, if anything, to win your business?”

The owner of a kitchen cabinet showroom sincerely wanted to know why I had purchased cabinets elsewhere. I had visited there weeks before while putting together a plan for my kitchen. I returned to his store to buy countertops because he was knowledgeable and friendly, and not pushy. I wanted to give him at least some of my business.

I explained that my contractor and I had decided to go with custom cabinets instead, for a variety of reasons. He told me that asking that question repeatedly and listening to customers’ answers helped him improve his service.

And that’s why he’s a successful local business owner.

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