| As in movies, "names of people and businesses | | | | shopping at this particular spa. We think Diane has |
| have been changed to protect the innocent | | | | no idea of the business she has lost; another case |
| involved" because the following is my | | | | of being short sighted. |
| interpretation of other people's stories. | | | | Beer and wings |
| Apartment with a view | | | | A business network meeting was chaired by |
| Anthony, a business improvement consultant, has | | | | Sherry at a nearby restaurant. Sherry is the |
| developed a number of successful business | | | | owner of the popular local bar establishment. One |
| improvement models. He met Alice, a realtor, at | | | | guest was invited by an attendee and because he |
| an outdoor event; Alice was most taken by one | | | | forgot his wallet, Sherry (also the treasurer) paid |
| of his sales models. She expressed having financial | | | | for him and said he could reimburse her at her |
| difficulty and said she would seriously think about | | | | bar another time. When he dropped in to pay he |
| his offer and get back to him. In the meantime | | | | asked an attendant if he could speak to Sherry |
| Anthony learnt that one of his acquaintances was | | | | who was in her office upstairs. The assistant |
| looking to buy an apartment. Well, Alice didn't | | | | explained why Bob was there and Sherry told the |
| have the initiative (or just common sense) to get | | | | assistant she was busy wrapping things up to go |
| back to him so he forwarded the referral to | | | | on holiday that day and to just take the money |
| another realtor who recently sold him an | | | | from Bob. Sherry did not have the decency to |
| investment property. Another case of a small | | | | come down to see Bob who had something for |
| business owner, who for being short sighted lost | | | | her; very unprofessional... a bar tender behaves |
| an opportunity. Unfortunately for many micro | | | | better! For years Bob has been meeting socially |
| small business owners an accumulation of similar | | | | with a group of friends for a beer and wings |
| 'lost opportunities' spells financial difficulty and | | | | (they call it wings night). Guess what? Bob has |
| possibly eventual failure. | | | | convinced the group to meet at another venue |
| A luxurious spa | | | | and have been doing so for a long time. A drop in |
| Gregor, CEO of a small and flourishing marketing | | | | the ocean for Sherry's thriving business, however |
| agency, was buying a luxurious spa treatment | | | | it is still lost business! |
| voucher to give his wife. While dealing with the | | | | How business owners treat people directly affects |
| assistant at the desk the owner walked in and | | | | sales, however many micro/small business |
| Gregor immediately took the opportunity to | | | | owners are oblivious to that or don't care. |
| diplomatically engage the owner Diane. After a | | | | Businesses that are fortunate to have high sales |
| minute of dialogue the phone rang, Diane took the | | | | because of the nature of their business, their |
| call and promptly retreated to her office. After | | | | location etc. can weather poor human relations. |
| the spa purchase was concluded Gregor asked | | | | Most other businesses cannot afford to treat |
| the assistant if he could speak to Diane; Diane | | | | others poorly, if they want their business to grow |
| replied he should email her. Gregor said his emails | | | | or simply stay afloat... because word of mouth is |
| were clearly blocked (Gregor is also very technical | | | | very powerful and we are more interconnected |
| and knows this stuff); I think Diane's business | | | | than ever before. |
| etiquette towards one of her clients is nothing less | | | | Encourage other people to help you find potential |
| than deplorable. Consequently he no longer buys | | | | clients that on your own you never will: exercise |
| services from this spa and discourages people he | | | | business etiquette and implement a referral sales |
| knows (and he knows many people) from | | | | plan. |