The buck stops here

Ringing or not?
No customers. I thought this would be easy. Rising from my seat at one end of the counter;

“Hi”, with a pleasant smile and my $5 in front of me, “could I have a flat white please?”

“You’ll need to come down to this end of the counter where the till is (10 metres away).”

Possible responses:

1. Certainly, my apologies, I didn’t realise I was inconveniencing your business so much by bringing my custom.

2. Would it be possible for you to bring the till down here?

3. I’m sorry I must have misheard you I thought you asked me to do something for you?


The last of these – I say nothing. I’m walking away. The person behind the counter thinks I’m the one with the problem. This is my clear favourite.

Businesses excel when they relentlessly lookout for their customers and ensure their personnel do as well.

‘Front of house’ can be the first or last hurdle in your business, either way it is critical. Invest, train and reward well. It is integral to your product (cars, professional services, industrial equipment, coffee – no difference).

Clients know this. If you ignore it, you’ll never know who you never knew.

Imagine if the response was:

Big smile –

Certainly Sir, have a seat I’ll bring your change. How about a yummy warm muffin with that?


A large one today Sir? (Gee, do they recognise me?). Can I get you anything else? It’s a bit quiet today (Actually this wouldn’t happen; everyone would be in line for the great service).

The outcome:

You double your sale.

The customer is guaranteed to return.

Clients buy service, if you don’t believe me go and buy a new Mercedes.

Why create exceptional and sell ordinary (or worse)?

Be clear about where and how your product/service is sold – make sure the buck doesn’t stop there.

3 Replies to “The buck stops here”

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