Do You Shovel or Do You Wait?

After yesterday’s snow day, I noticed something during my commute home. Some businesses had their sidewalk shoveled, while others didn’t. A gesture like this, although minor, tells you a lot about a business. About how they operate and treat their customers.

In the world I live in (software startups), the snow is harder to see. But have no doubt — every business has snow at their storefront. Issues arise and impact the customer’s experience.

When your customers run into an issue that wasn’t cause by you (the business), how do you respond? Do you go out of your way to make it right? To clear a path and make sure their experience is positive? Or do you throw up your hands and force the customer to deal with it?

Hospitality is hard work. Putting customers first isn’t always easy. But it is the right path. Customers notice when businesses go out of their way to provide a great experience. And they express gratitude for that through loyalty and referrals.

Don’t wait for the sun to melt the snow. Shovel, shovel, shovel.