ESPN ran an incredible article about one of the greatest coaches in the history of the National Basketball Association, Greg Popovich. If you are unfamiliar with the NBA, Popovich is known for being an old curmudgeon (see the video below), and has been a part of some of the most awkward sideline interviews of all time. However, his real life is a completely different experience, filled with some of the greatest food and wine stories of all time.
So what does this have to do with business? Well the entire article is fantastic, but the best part from a business perspective comes out of the first segment written by Baxter Holmes.
Greg Popovich has an incredible reputation in the wine & culinary world. When the general manager of a fancy restaurant learned that the San Antonio Spurs’ coach would be coming in for dinner, he went above and beyond traditional customer service and tailored his wine list specifically for Popovich.
“…hours earlier, when he had learned that the Spurs might be coming in, he'd recalled a Wine Spectator magazine feature that had listed many of Pop's favorite wines. He explains how he'd called a nearby friend who possesses a deep cellar, how his friend had hauled in about 120 bottles worth roughly $50,000 in total, how Threat had built the list that Pop now holds of 54 wines” (source)
When Popovich saw the customized wine list, he was impressed beyond belief. And after the night was over, the approximately $20,000 worth of sales that were generated by that incredible customer service gesture increased the general managers’s reputation within his parent company and throughout the industry.
How can you think outside the box, be creative and go above & beyond for your clients?
It was great for the career of the GM, but also for the restaurant. Imagine how many millionaires (NBA Players & Management) Popovich recommended to dine at that establishment. Just an incredibly smart and super creative move by a savvy general manager that was good for him, good for the customer, and good for the business.
In the several jobs I have worked at, I have noticed that many employees refuse to go above and beyond in terms of customer service. When one is getting a paycheck that comes no matter what, it is hard to be motivated to go the extra mile. (This comes up again in terms of hiring the right people). However, when you run your own business, especially one that could be fueled by referrals, exceptional customer service becomes essential.
But it isn’t just for the sake of the company. It is for the sake of the customer as well. In my work, I’m often dealing with families that are super stressed out in the process of selling their home. If I can do a little thing here or there that is beyond the call of duty to assist someone in need, it is just the right thing to do.
I’ve hauled bags of mulch. I’ve cleaned people’s homes. I’ve driven back to a house to take a new photo after the seller moved 1 item out of the way. These things were not in my job description, but they were the right thing to do for that person, and for the company.
As I move forward with my company, impressing the customer is going to be one of our key goals. And not just by doing those little things I mentioned in the previous paragraph. By thinking outside the box and being creative to touch a customer so much that they have no choice but to shout your name from the mountain top.
In the article, that restaurant general manager used research and a networking connection to impress a customer and change his business. How can I change mine in a similar way? I’ll be answering that question and brainstorming a few ideas that can help my company stand out in the market.
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