Words are mere tools of our language and only influential when put into the right order. So the purpose of my monthly Bull-e-tins is to provide small moments of insight and inspiration to my business colleagues, by assembling words that ‘grab the moment’. And most of my inspiration comes from moments that grab me….. like this one.
My day begins with a one-kilometre early morning swim in the ocean at Mooloolaba, topped off with a social coffee with my beach buddies. There are 18 coffee shops/restaurants in the retail strip opposite the beach, so there’s plenty of choice and competition. It’s interesting to observe why some do better than others.
While the three ‘P’s’ - Price, Presentation and Product are fundamental to the offer; the big distinction is how some operators deal with competition and perceive the difference between threat and opportunity.
I was about to order my morning caffeine fix when a friend joined me at the table with a take -away beverage from another coffee shop. Not exactly the right thing, but it happens. Eventually the manager remarked to my friend, “we do sell coffee here you know!” My friend was uncomfortable and apologised, but was also offended by the sarcasm, so we both left.
Down the road a new coffee shop had recently opened and the place was chockers. I decided to join the action and taste a new blend while my friend continued to sip his take-away.
The young proprietor served my coffee and then swapped the competitors coffee my friend had for a free cup of his own with the remark, “please enjoy a real coffee!’
By the short time it took to drink two cups of coffee I witnessed two entirely different attitudes toward customer service. One viewed a competitor’s product as a threat; the other saw an opportunity to gain a new customer. He ‘grabbed the moment’ and it was obvious why his new business was firing!
What have you done in the face of a perceived “threat” to turn it into an “opportunity” ?
Share your story in the comments section below.
Be the BEST!
Barry Bull