You're not paranoid enough. I guarantee it.
Quick example.
In mid December my car told me it needed maintenance. Modern cars get all mouthy if you don't take them to the mechanic often enough, apparently.
Had a small bumper issue, anyway (parking in the Melbourne CBD is a hassle, tight lane ways, tiny car parks, and less than competent parking skills of our fellow citizens, if you get my drift).
So I call to make an appointment. My regular mechanic is booked out until mid Jan so I decide to find another. This mechanic asks me to fill out the webform. I go fill out the form and it tells me the EARLIEST time is first week of Jan.
Alright. Fine.
So I take it in. Rock up to the place, mechanic is doing a (personal) phone call. Signals me to wait by lifting one finger. Love it when people do that to me. I bet you like it too.
I wait for 5+ minutes. He finally finishes.
"What can I help you with?"
"I filled out the form three weeks ago. Need some maintenance done and there's a bumper issue that needs some repairs."
Man looks at me with the facial expression of someone that stepped on a Lego in the middle of the night.
Groans audibly.
"Ohhhhh. Wellllllll. Maintenance? That's fine. That's maintenance."
I agree with him.
"But that bumper thing? That's damaged. So... that's damage repair!"
I agree with him once again. Seems like he has a solid grasp of reality.
"So I can do the maintenance. But the repairs are a separate thing. We're pretty busy you know?"
I tell him he can keep the car for a few days. He tells me that they're really busy. Too busy.
We go in circles a few times.
Eventually he tells me that he's going to try his best.
Calls me back a few hours later to tell me maintenance is done and I can pick up the car.
"Did you fix the bumper as well?"
"Nooooo, that's DAMAGE REPAIR. You'll have to make another appointment for that."
I want to give this man money. I was ready to wait and pay as soon as he was done. I was willing to wait for DAYS.
But no. He just refuses to take money. Or offer another semi-decent alternative.
Imagine you're the guy that owns this place. He has no idea this is going on.
That's what I mean when I say you need to be MORE paranoid.
If you run a business you need to be on top of everything. Assume nothing.
Check if the website works.
Check the check-out process when you order something.
Check if staff are using your scripts.
Check if your social media accounts are being populated.
Check if your ads are running the way you want them to be run.
In other words - check if your business is sending customers away in some way, shape or form.
It happens to all of us and it's one of the easiest ways to grow your business. Just plugging those gaping holes in the bucket.
Talk soon,
Adir
P.S. Mediocre marketing is another massive hole that's losing you money, customers and much more. We help clients plug that hole.
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