Learn How to Read Between the Lines

COOKIE or cookie?

My little Isaiah is quick!  He’s quick at running away when he knows he’s in trouble and he's even quicker at expressing his wants, needs, moods, and affection in his face.  He's beginning to puck up, rather quickly the words for certain things like:  cookie, pillow, milk, fries, COOKIE (which is said much differently than just plain ‘ole cookie.)  The thing about Isaiah and his COOKIE is that it’s his general term for wanting to eat something he doesn’t know the name of.  Thus far COOKIE has meant: banana, fruit bar, ice cream, cracker, fruit snack, chicken nugget, Fruit Loops, and various other foods.

When he wants a banana, a hot dog won’t satisfy him but de doesn’t know how to express that he wants a banana.  Of course I repeat over and over the word banana to him, but until he understands I’ll have to differentiate between COOKIE/banana and COOKIE/and actual cookie.

Consumers are often not unlike Isaiah.  They know that they want a specific product.  They know they want a certain color, size, shape, etc.  They know they expect great customer service. great sales advice, but they don’t exactly walk into your facility and spell it out in such a precise way.  They may ask, “How much is a 10×10?”  and mean, “Will my things be safe at your facility?  Do you have a climate controlled unit?  Can someone help me really determine if I even need a 10×10?”

Until a customer has become experienced in the market they are shopping in, everything looks like the same COOKIE.  It is up to you and I to help them get exactly what they want.

Written by Sarah Little, TQA Executive and a mother completely befuddled by baby babble

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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