In business—and especially for the independent business owner—the bottom line is always going to be the top priority. Ensuring that your business in bringing in enough revenue to keep the lights on and your doors open is critical, and rightfully so. But that revenue won’t continue to flow into your custom integration or consumer tech retail business if you don’t have a regular pipeline of warm bodies coming into your store to talk about the next project they want to tackle, or the new 8K TV that they’re hoping to get their hands on.
So, while the goal of the customer sales process has traditionally been to get the client to open their wallet, a secondary goal ought to be having every customer—whether they spend money with you in that moment or not—leave your store having felt like they developed a relationship with you and your business. People = Business, and without a solid reputation of being a go-to kid of business People aren't going to show up to your Business. And that’s exactly what HTSA has set out to help its members with through a new series of Master Class sessions aimed at the art of the relationship.
“We want to change the game on the human side of things,” Keith Esterly, HTSA’s recently-hired Chief Learning Architect, told Dealerscope at a recent regional training session just outside of Philadelphia. “It’s our job as human beings to make people’s days better for having met us, and that’s what we’re trying to get at with the Relationship Science Master Class.”