I was recently inspired by a colleague’s blog on his family business and the true meaning of “work ethic” and “customer service”. It gave me a warm and welcoming feeling like the kind I get when I walk into my local bakery or grocery store or butcher. There’s something inherently comforting knowing that I am being valued and appreciated and that the standard of product and service I will be receiving will be impeccable. It makes me want to come back – again and again.
I am very loyal. I had the same hairdresser for 30 years, I travel out of my way to visit the “cheese guy” who I trust implicitly to design my après dinner delights, and I bow to my favourite sushi chef who I allow to tell me what I want for dinner as opposed to the other way around. Why would I want to look elsewhere?
That doesn’t seem to be the case so much these days. It’s all about the quick hit, short term gain, instant gratification; people don’t seem to want to take the time, nor expend the energy, they want it all and they want it now. Well, relationships, the foundation upon which a solid public relations practice is built, cannot be forced nor can they be rushed. Corporations who get “it” enjoy longevity, stability and brand loyalty through the generations. And when they screw up, cause people inevitably do, then I have no problem giving them the benefit of the doubt and cutting them slack. Cause that’s what friends do.
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