Tile Outlet - Monterey, CA
I came a cross a franchise, but still considered a small business, that has done quite well despite our economic condition. It’s called the Tile Outlet in Monterey, CA. Although their discounted prices and great selection is attractive, it’s their customer service that separates them from their competitors. The last time I was there, I witnessed their salesperson/service provider connect with customers on a human level. For instance, a customer walked in and immediately the employee called the customer by name. Obviously, this customer had been there before, but when the customer greeted the employee back and asked how he was, he responded with, “It’s great now that you are here!” I have no idea if this was a true statement, but the customer was directly impacted in a very positive way. They chit-chatted for a little while and then went into their business transaction. In my previous postings, I have stressed the importance of connecting with customers on the human level, before going into the business side of a service interaction. There is no doubt in my mind, this was a Positive Defining Moment for that customer, which will build Customer Loyalty. Companies that can connect with customers on the human level, can and will excel in their business.
Another differentiating aspect of this small business, is the knowledge of the service provider. He has an interior design background and provides great suggestions and explanations of their products. I was only there for a while that day, but I came across a review of this small business on the yellow pages website. Here is the link to the review, but I wanted to post, what I consider the differentiating factor that this customer experienced, it was as follows:
“At the Tile Outlet we found an excellent selection of tiles and counter tops, but we were most impressed with the service. Efrain’s background in interior design made all the difference to us.”
As you can see, the combination of the service and knowledge of the service provider, made this experience a positive one for the client, and I assure a loyal customer as well.
If anyone in the Monterey area is contemplating remodeling their kitchen or bathroom, I strongly suggest stopping by the Tile Outlet. Even if you do not have a good idea of what you want to do, the knowledgeable service provider will guide you through all their available options. Also, I would like to hear your experience if and when you decide to stop by for a visit.
