Nothing changes until something changes

I recently read a blog with a phrase that made me sit up and take notice – “nothing changes until something changes.” And when you think about it, that’s true! I have business friends who operate on that principle. Whether it’s reinventing the company or offering new products, they know that change can lead to a better, healthier business.

Customers’ buying habits have changed tremendously. Now, with all the places people can go to get what they need, including the Internet, smart companies are working to discover everything they can about their customers’ needs and are working on ways to serve them better.

Most folks know the old saying “when times get tough, the tough get going.” When I look at successful businesses, I can see how the “tough” ones work. They’re dedicated to building customer relationships. They train their employees to treat customers like family. Common courtesy plays a huge role in how they operate. They don’t take their customers for granted. They honor everything they promise and try to give more than the customer expects.

Businesses that keep the customers’ interests and needs at the top of their priority list find those customers keep them at the top of their list when it comes to repeat sales. I think one of the best changes a company can make is to dedicate itself to customer service.

“Nothing changes until something changes” makes sense. Customers may avoid a certain store or restaurant after a bad experience, and when they see the notice “under new management,” they may feel comfortable giving it another try. My husband, Dave, and I are no different. When we’re unhappy, we “cross them off” our mental list of good places to shop or eat. When we hear about a change, we give them another try. When the change works for the better, it’s better for all – for the business and for the customers.

Now, as our economy comes out of “the pits,” it’s a great time to make changes, small and large. Change can be as simple as making sure a store is cleaned daily to changing store hours to accommodate customers who can’t leave their own business during the day. Change can involve teaching the frontline team to say thank you after a sale. Change can include putting a map on your company’s website so customers can find you. Looking for ways to change a business for the better is time well spent. It can lead to “change makes everything happen!”

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