Howdy. As you all know, we have embarked on upping our game and have laid out our WOW Customer Service plan. To fully implement WOW, perhaps we should start with asking “WHY”. Why “start with why” you ask? Everything we do should start with “why.” I’m going to specifically talk about Capitol Lighting, but really everything you spend your precious time and energy doing, you should understand “why” you’re doing it.
Not only does knowing why you’re doing something give meaning and purpose to your actions, but you’ll ultimately be happier doing it. Conversely, if you don’t know why you’re doing something, your actions will be less energized, less productive and ultimately give you less joy.
“Why are we here?” Big question. I’ll make it smaller, “Why are we here at Capitol Lighting?” Why did Capitol Lighting come about in the first place? We all know “what” we do. We sell lighting and home furnishings. We know “how” we do it. We have stores, we have people, and we have customers we serve. But “why” do we do it? Can you answer that question easily?
I truly believe we are here to make lives brighter, both literally and figuratively. Not just our customers lives, but also the lives of everyone who works here. Yes, we sell lighting, but what will that lighting ultimately do for our customers? Yes, we work here, but will that help us achieve our goals and will we have fun doing it?
When that customer that purchased that fixture flips the switch and sees her dining room on Thanksgiving light up to a spectacular scene, that’s Capitol’s why. When a person comes home late at night and sees their home lit beautifully with landscape lighting we sold them, and they are filled with a great sense of comfort and pride, that’s Capitol’s why. We’re here to make sure our customers’ homes are places of refuge and reflection and celebration. When we’re taking merchandise to their car, we’re not carrying a box. We’re carrying a little piece of wonder that will, when installed, make their lives brighter.
Why are you here? Is it to get a paycheck? Is it to feel productive? Is it to be part of a team? Sure, all those things are important. Yet for this to be the best, most energetic and fun place to work, understanding the “why” of Capitol Lighting and the role each of you play in accomplishing our “why” should also be at the top of your list. If you have the desire to make peoples’ lives brighter (your own included!), our “whys” are aligned and there will be no stopping this company.
People can buy lighting anywhere. Why would they choose to buy from us? We have to inspire them with confidence we know what we’re talking about. We have to dazzle them with beautiful showrooms. We have to WOW them with our customer service. We have to make it absolutely clear we know our “why.” We have to have fun doing it! When all these things happen, why would they ever buy anywhere else?
Make It a Good Story 