I’d like to share a story with you. It is about a recent interaction with a local business and how their multi tasking might have cost them my repeat business.
The Back Story:
A couple of months ago I hit a deer– really the deer hit me, but whatever!
I’ll save the extended version of the story and just say it was a kerfuffle. In the end, I needed to have a special inspection done on my car to make it legal/drivable again. This landed me at one of two local businesses licensed to do this special inspection.
Here’s where the story landed me in a multitasking nightmare.
I arrived at their office and sat for about 10 minutes before the two men behind the counter had a second to acknowledge that I was there. It was another 30-40 minutes before I (yes, I/me/myself) pulled my car into the open garage space.
At first I was a bit annoyed. I had an appointment. Was it so hard for them to keep up their end of the bargain?
While I waited, another good hour, I started paying attention to what was going on around me.
Aside from the physical disarray the entire building seemed to be in, the mental chaos was unsettling. It was exhausting just be in the same space.
There was so much going on:
- two phones going at once — with no certain person answering either
- parts pricing/ordering
- shipping issues
- customers at random
So much going on, but nothing seemed to be getting done.
What stood out for me the most:
I had 4 interactions with this business before this last visit to the shop = five interactions in total.
With each interaction I not only had to tell them my name, but I had to tell them what I needed and what they were doing for me.
Talk about not making your customers feel important!
After seeing how the office was run I understand how they would have trouble remembering their customers. How could they?
But, I have to wonder: is their constant multi tasking and lack of attention costing them customers?
For me, I would return to them if I need to, but I won’t be pushing to get back there and chances are I won’t be sending friends or family there either. How many or their other customers are feeling the same?
It’s not always enough to be good at what you do. The people we are working with want to know that we care about them and their businesses. It’s important to show them: stop multi tasking and remember how you are helping them!