The phrase, "The Customer is Always Right" is wrong. That isn't to say that you should tell the customer is wrong, but instead you need to focus on the customer's expectations. The customer's expectations are always what the customer's expectations are. Your job is to meet and exceed those expectations.
For instance, we have clients who have projector rentals shipped to their homes. Since it is a residential delivery, we can't be certain what time it will take place. Following the customer is always right mode is wrong. Because, well they might be wrong. Instead, if the customer's expectations are set early on, then everything will work out fine.
Some businesses fail to communicate clearly with the customer. We have fallen into this trap too. But, if you set the expectations correctly, then the customer will adjust to what is possible.
I can say (luckily) that our customers are very understanding when things go wrong. We try to set their expectations as close to reality as possible then go to every possible step to make sure those expectations are met.
Wednesday, October 05, 2005
Monday, October 03, 2005
DeWitt Crossing Project Underway
I can now report that the DeWitt Crossing Project is under way. This is a land development project in Waynesboro, Virginia. It consists of 33 acres of commercial property.
What I am doing is rezoning the property to General Business, constructing a bunch of roads with sidewalks, lights etc, and subdividing the property. The idea is to sell the lots to other businesses and investors who will then build on it.
It should be a great project. We already have one fantastic retailer who will build a 40,000+ showroom. They will be the anchor. I have spots available for a bank, some restaurants, additional retail and office space.
We will go before the Waynesboro City Council and Planning Commission on October 11th. My original plans were to get this before them back in July, but as things go, my time table is always too aggressive.
Right now, I plan to get through the rezoning process and have the road design done by the first of the year. That will then put me in a position to bond the road and sell a couple more lots. Road construction should be underway by early spring.
This will be a huge project for both me and the City of Waynesboro. Certainly the city will benefit through property and sales tax revenues. Ultimately, for me this is a breakout project. I have done a number of smaller projects (in terms of money, not acreage) and have been looking to move to a higher level.
I will make periodic updates on how things are going on the project. Eventually, I plan to post a separate blog at projecthayes.com.
What I am doing is rezoning the property to General Business, constructing a bunch of roads with sidewalks, lights etc, and subdividing the property. The idea is to sell the lots to other businesses and investors who will then build on it.
It should be a great project. We already have one fantastic retailer who will build a 40,000+ showroom. They will be the anchor. I have spots available for a bank, some restaurants, additional retail and office space.
We will go before the Waynesboro City Council and Planning Commission on October 11th. My original plans were to get this before them back in July, but as things go, my time table is always too aggressive.
Right now, I plan to get through the rezoning process and have the road design done by the first of the year. That will then put me in a position to bond the road and sell a couple more lots. Road construction should be underway by early spring.
This will be a huge project for both me and the City of Waynesboro. Certainly the city will benefit through property and sales tax revenues. Ultimately, for me this is a breakout project. I have done a number of smaller projects (in terms of money, not acreage) and have been looking to move to a higher level.
I will make periodic updates on how things are going on the project. Eventually, I plan to post a separate blog at projecthayes.com.
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