I have always loved spending time in Vermont especially in the winter months but have always had a hard time convincing my husband to step foot out in the cold. I finally resolved this issue by getting my husband on skis this past winter. He was instantly a natural and forever hooked. He is now a huge fan of Vermont, winter, skiing, the whole caboodle. He has also learned that they have come a long way in the development of ski clothing and that the proper ski attire can keep you remarkably warm! All problems solved.........
We recently purchased a little ski house by Stratton mountain and have spent quite a bit of time in a quaint town called Jamaica, Vermont. I have always been a big observer of people, how they interact and serve customers, how businesses are run, how customer service is applied or not and so on. Over the years I've read more business books than I'd care to discuss and always seem to circle back to the same lessons that I learned at the Vermont General Store.
People want to deal with people they genuinely like and trust. They want value, good service, but most importantly - they want consistency. They want you to always be available and consistent in your service, follow-up and products. They want to be remembered - and in Vermont they are - by name and first name only. If you need your chimney repaired they will tell you to see Joe down the road, or Dale who handles the garden work, or Ryan the mason who was referred by Joe. In the Vermont Country Store a sign hangs over the deli counter that says "We welcome the opportunity to make you a sandwich until 5pm."
Perhaps it really is that simple - provide good consistent service, be loyal, memorable, and all they need remember - is your first name.
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