I had a little reminder about the personal touch today when my husband returned from picking up our lawnmower from a tune-up. Keith said the owner remembered that we used to have another mower, the same brand. This owner also mentioned a mutual friend. My husband, the good professor, is not often impressed, but he truly enjoys doing business with somebody who talks about us and our lawnmower like old friends.
Are you a craftsman who takes joy in the quality service you provide? Go the extra mile to connect with your customers. It only takes a moment to say little things like "How's your mama doing?" or " Glad this product fixed your problem." People like being treated as individuals.
Success to you all! (Or as the Klingons say, "Qapla'!")
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