Is your business evolving? Devolving? It's your choice.

Real Estate Broker/Owner with Cornerstone Business Group Inc 0225086119

I was driving past our local mall recently and noticed the packed parking lots around the building, but one corner was empty. The Sears store has no cars full of enthusiastic shoppers looking for that perfect parking spot. Sears is gone. I rounded the corner to see an empty Ruby Tuesday, no cars, no people, no business. On top of the hill above the mall a Texas Steakhouse was just torn down to make room for another business.

What do these businesses have in common? They failed to evolve in our market. Sears failed to evolve nationally, while the other two failed to evolve in our community. Businesses that fail to evolve fail. I still remember when Ruby Tuesday and Texas Steakhouse arrived in our community. Both were fine restaurants, but neither improved nor kept pace with a changing society over the couple of decades they were here.

Businesses are always under pressure to provide exceptional customer service, deliver amazing products and services and to demonstrate compassion and commitment to customers. Chick-fil-a comes to mind with I hear these criteria. Six days a week, you will wait in line at a local Chick-fil-a drive-through. You know that when you get in the car, and yet they still come by the masses. We have a local ice cream store that is much the same. It requires that we drive thirty miles to get a cone. Do we? You bet. They are stunningly good, and the ice cream is heavenly. The owner is wonderful person, and the staff treat you like you are the most important customer they’ve had all day. I see them being here for decades plus.

What I noticed about the companies that didn’t evolve is they devolved instead. Their facilities soon started to look shabby, their staff seemed flippant, and their service became minimal. I tend to look at management for this type of failure. It can be corporate or local, but the buck stops at the management door. A good manager can take a sagging business and make it sail again, and how do they do that? How do they do that? By delivering amazing products and services and showing compassion and appreciation to their customers. All of us in business thrive or die on customer care. I hope this new year will be the year your business becomes the go to place where customers tell their friends, family, and colleagues. Your best advertisement is a satisfied customer who likes to talk. Let’s give our customers something to talk about.

Comments (8)

Will Hamm
Hamm Homes - Aurora, CO
"Where There's a Will, There's a Way!"

Hello Mike and Thank You for your great information you are sharing with us here in the Rain.  Make it a super day!

Jan 12, 2022 08:19 AM
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Good morning Mike - Oh don't get my started on Sears.  I joined as an executive trainee out of college in 1971.  That was their apex.  I left after 10 years.

Jan 12, 2022 08:24 AM
Trish Cole
Veterans United Home Loans of Puget Sound - Puyallup, WA

I ask this question "Am I working IN my business, or ON my business?"  Working on my business means I am educating myself, enhancing customer service, and exploring new marketing and business relationships.  After 24 years in the financial industry I plan on staying relevant.  Thank you for the great booster!

Jan 12, 2022 10:42 AM
Paddy Deighan MBA JD PhD - Vail, CO
Paddy Deighan J.D. Ph.D

The age old adage - if your business isn’t growing at 10% per year, you are actually shrinking or contracting

Jan 12, 2022 10:54 PM
Myrl Jeffcoat
Sacramento, CA
Greater Sacramento Realtor - Retired

I can remember in the 1960s and 1970s, when my family was young, Sears was my go-to shopping place.  It was especially true because of their catalogue sales department.  I'd sit a home and peruse the pages, and order via telephone, and then pick it all up a few days later.  It was a pre-cursor to what Amazon is today.  But, they lagged behind in the age of the Internet, and died on the vine!

Jan 13, 2022 03:36 AM
Myrl Jeffcoat
Sacramento, CA
Greater Sacramento Realtor - Retired

CONGRATULATIONS Mike, on having this blog FEATURED in the Old Farts Club group!  

Jan 13, 2022 03:37 AM
Kat Palmiotti
406-270-3667,, Broker/REALTOR® - Kalispell, MT
Helping your Montana dreams take root

It's so true that "by... showing compassion and appreciation to their customers" businesses can thrive. And if they don't, they'll eventually close.

Jan 13, 2022 06:10 AM
Kathy Akers, ABR, CRS, GRI, PSA
Fathom Realty NC LLC - Rocky Mount, NC
Your Trusted Real Estate Advisor

Mike, I like the analogy of devolving, it makes you take a look at things from a different angle. 

Rocky Mount has also lost Sears, Ruby Tuesday and one of our Texas Steakhouses, among others. Our family had stopped going to the two restaurants due to poor service and quality of food.  

Thank you for sharing a new perspective.

Jan 13, 2022 11:09 AM