Doug Fleener's

The Day Makes the Year


Every Moment is Showtime

Dec 13, 2023

I stopped in at a local store a couple of Saturdays before Christmas. Several employees were working. All of them were scurrying around, doing all sorts of merchandising and cleaning. After ten minutes of being overlooked, I left.  

I went three doors down, where the staff was attentive and engaging. They offered me some fresh, warm cider as I shopped. Twenty minutes later, I walked out, spending over $250.  

It was such a contrast between the two stores. Actually, it was a contrast in the store's leaders. The first store's leader was preparing the staff for their big day. The second store's leader had the team already in their big day. When I walked in, it was Showtime! 

For holiday service and sales success, every customer counts. Which means every moment counts. Which means every moment is Showtime. Everyone is ready to deliver the best possible experience and maximize every opportunity. 

Into Action 

Is your business more like store number two or number one? The only way to be sure is to talk with your team about how every moment is Showtime. Ensure they know they should never be getting ready for customers/clients when customers/clients are present.  

Actors don't practice lines when an audience is present. Stagehands only work on the set if the curtains are closed. What about your show? 

Go time is Showtime! 

So let me ask three questions:  

1) If your business were a movie, would today’s customer service experience be a blockbuster hit or a straight-to-DVD? 

2) Who would play you in the movie? (For me, it would have been either George Clooney or Don Knotts) 

3) Are you and your staff always ready for Showtime?