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“Customer Experience is not just about

passion. It is about profitable results.”

~Lior Arussy

Georgia on My Mind: What Georgia’s Small Businesses Can Teach Big Corporations

Posted: Sep 03, 2014 by Dalya Arussy

Some people get caught in the details without seeing the bigger picture – some only see the forest, not individual trees.

They say that when you’re a smaller business, it’s easier to see the details because, well, there are less of them to keep track of. Corporations tend to think big because they are big. Even for those organizations that start small, when they make it corporate-size, the focus shifts to the big picture.

But it doesn’t have to be that way. These two small businesses, both of which happen to be in Georgia, give us a taste of what great customer experience can do for your customer but also for you. 

A Car Wash That Keeps ‘Em Coming

Alrick Codner of Covington, GA may have opened his car wash a couple of months ago but he already has repeat customers.  He saw a need for a car wash that really focused on the experience- not just the final product- and went for it. He created a waiting room stocked with water, coffee, and soda so that the wait would be as great as the end result.

Car Wash-iStock_000014476772XSmall

To increase the impact of the experience, he plans to include monitors displaying the progress of each wash as well as free Wi-Fi and computers in the waiting room. Codner told Cov News that he’s using his vision of an ideal experience to create the actual customer experience in his business.

The Little Restaurant That Could 

Of the 750 restaurants in Savannah, GA, Joe’s Homemade Café, Catering, and Bakery ranks #1 on TripAdvisor.

Let me try that again: Of the 750 restaurants in Savannah, the 2-year-old, 8-employee restaurant co-owned by two retirees with no professional background in the industry comes in first. Although Don Holland and Ted Paskevich may be just as surprised as you are, they may also have a clue as to what got them there. Customer-Service

They told CMS Wire that they take notes when they go to other restaurants because in order to serve customers, you need to think like them. They believe in their product. But most importantly, they like being social and try to keep it personal.

Unexpectedly naming the restaurant “Joe’s,” Don and Ted have set themselves up for customers searching for a non-existent Joe. Their customer experience solution? Train every one of their employees to respond to the name Joe. It’s a simple, almost silly thing but it puts the experience over the top.

The Takeaway

These businesses may be small, but their actions are making a big impact. They aren’t investing millions of dollars. They aren’t performing in-depth market research. They’re making sensible tweaks, and it’s working. Imagine what this could do on a larger scale.

Have you thought about what little things your customers are experiencing? Break their journey down from a new perspective. Think what you enjoy when you are in their shoes as a customer. Get out your pad and paper. Take some notes.

 

Read more on the Strativity blog: 

Personalizing the Experience: Lessons From a Coffee Shop

6 World Cup Lessons Applicable to Every Customer Relationship

What Taylor Swift Doesn’t Know She Knows About Customer Experience

The No. 1 Enemy of Customer Experience Transformation

The Journey to Excellence or Excellence as a Journey?

The Top 3 Company Culture Fixes That Don’t Work

A Tale of 2 Companies: Contrasting Customer Experiences

5 Customer Experience Lessons We Can Learn From Wisconsin