TSC Bill
Posted by: in Horse Workshops, News, Ropes Course Programs, tags: arabians, clients, communication, customer service, horses, TSC
I had an interesting experience over the weekend in Redding, CA. I drove up on Friday to pick up our last Arabian mare to come home. While I was there Friday I went to a TSC store to pick up grain. We had shopped in that store the first weekend there and purchased a few supplies for the trip home with the new “girls”. The staff in that store had been very friendly and helpful and their prices were better than what we could find here at home, so we thought why not buy our grain while we’re there!
I pulled up in the truck and trailer and ran through the rain to make my purchase and here’s where things got interesting. The store manager, TSC Bill, asked what I was doing in Redding. I recited the above information except for the Arabian part. He continued to be friendly and asked what kind of horses they were that we’d purchased. I shared ”Arabians” and the look on his face, his body language and tone changed as he said simply “Oh” and turned and walked away…. Quite clearly he was not impressed!
How many times do we do this to our customers and clients? He was very clearly offended or just not impressed that we would drive 11 hours to purchase Arabians. Maybe he’s had a bad experience with an Arabian, maybe one hurt him, he saw one behave in a dangerous way or simply has heard people talk badly of the breed… I actually don’t know and quite frankly it doesn’t matter. The reality is that that one interaction changed my experience and impression of his store! Will I go back to that store? That’s a good question since I don’t live in that community, however, I can’t say that I won’t be back through there and I don’t know that I would stop. I expect I would seek out a different solution to my needs at this point.
You see, TSC is a company that serves farm, livestock and horse owners. It’s not only an American Quarter Horse store; it’s for ALL horse owners. So my point is that his personal prejudice affected his company and the customer’s experience! How often does this happen? I suspect many of us have had an experience like this. We may have let it slide or not returned to do business with the store, either way; we probably shared the story and had an impact on that business.
So what if the shoe was on the other foot? What if it were OUR business that was affected? What if TSC Bill worked for us and un-intentionally ran off a customer who’d just spent several hundred dollars in purchases? How do we create an accepting and understanding culture from top to bottom with our staff?
It’s all about communication and that doesn’t just mean the words that come out of our mouths. Actually, that’s the least of it. Remember- 55% is body language, 38% tone and 7% is words. That’s huge! So when we set ourselves and our employees up to be the best they can be, remember this story and the value of WHOLE BODY communication and how it really works!
May all your client interactions be as positive for them as they are for you!
Cathy Huddleston
Home for the new Arabian mares! The challenge-U retreat site!
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