A small business owner who’d had success selling online decided to expand, opening a real bricks-and-mortar shop. Yes, it’s the reverse of so many companies, but she missed the in-person connection of retail. Friends, colleagues and family all advised against it. “Your customers are all over the place, yet this would be a local store!” “Your online business will suffer if you’re busy doing sales in person.”
She plunged ahead with a small but bright storefront sandwiched between two offices. Her grand opening brought a huge crowd, virtually all out-of-towners. She’d invited her online customers for a special weekend of shopping and fun, and had issued invitations months earlier, even arranging for hotel and restaurant discounts, offering those merchants discount vouchers for her business in return.
The bustling crowd created a buzz and curious local shoppers stopped in, too. The shop was a go, a companion to her virtual store. Even when faced with predictions of negativity, she’d stayed true to her vision. With long-term prep and a touch of imagination, her perseverance paid off.
When a new idea for improving customer service draws thumbs down from those around you, can you try another angle? Then go for it! Your own instincts are the best map for staying the course.
