You can’t suck and blow in the same breath. You can do one thing or the other, but it’s impossible to do both at the same time. I have a soft spot for service providers, having spent a 30-year career as general manager for a major retailer and an award-winning entrepreneur. Profit and being profitable is not a dirty word. When a small business goes out of business, the whole community suffers. You have a choice to make. You can pay lower prices for the goods and services you purchase or have exceptional customer service. But you can’t have both.

Change is inevitable, and it will happen with or without you.

I remember, yes, I’m that old when my local bank installed an ATM – Automatic Teller Machine along the side of the building. You had to stand outside – sometimes in inclement weather to use it. Customers had a choice to make. You could go inside the bank, stand in the lineup, wait your turn to get served by the teller or learn to use the machine. Initially, there was a great deal of pushback from customers who refused to use the device. If you want the bank to hold the line on what they charge you for the services, something has to give. Either they must increase the price of those services to afford to hire more tellers or install ATMs because they can’t afford to do both.

Change is constant, and you can do nothing to stop it.

I know many customers are upset with retailers who have installed banks of self-serve checkouts. Some are going so far as to boycott those stores. As a former retailer, I understand the challenges they face. Their margins continue to be squeezed. The cost of doing business continues to go up. Small business owners pay more for the goods they sell, utilities they use, and the equipment they lease or buy. You have a choice to make. If you want exceptional customer service, you’ll have to be willing to pay more for the merchandise you purchase. Most small businesses can’t afford to offer you low prices and exceptional customer service.

Change or get left behind – it’s your choice.

I love the touch-screen machines at fast food outlets. You have a choice to make: You can either embrace the newest way of ordering food and paying for your purchase or stand in line and do it the old-fashioned way. Contactless service is here to stay. Handling cash is almost becoming a thing of the past. Traditional brick-and-mortar retailers are experimenting with various ways to try and keep costs down by not providing bags and having you bag your purchases, having multi drive-through lanes, ordering and paying for your purchases from your smartphone or laptop and having them delivered to your door or pick it up at curbside or a dedicated location in the store. I’ll go out on a limb here and bet if you have to choose between paying lower prices or having exceptional customer service – like me, most would pick low prices. You can’t suck and blow in the same breath.

Copyright 2024. Brian Smith – Power Link Dynamics. This article was written by Brian without AI Assistance and must not be reproduced without permission. Are you searching for a training provider for yourself or your management team. Brian specializes in soft skills training and leadership development. To learn about Brian and what he can do for you, your team and your organization, visit his website – https;//briansmithpld.com.