“Putting the customer first.”
Nature’s Legend founder Mike Rosas got a job at a hi-fi store where he once was a customer. It didn’t take him long to realize the store was poorly run. The owner exhibited a startling lack of leadership which resulted in the store being plagued by disorganization and lack of follow-up that directly impacted the customers. Sales were suffering and it was headed for bankruptcy.
Then something happened that would have a tremendous impact on Mike’s approach to business. A new owner (who has since passed away) took over the business and brought with him a “customer first” philosophy. The staff’s entire focus was on making sure that every customer was 100% satisfied. All questions would be answered, and a customer would never be allowed to leave the store unhappy. In addition, customers became a valuable source of information when it came to the products the store stocked. The goal was to earn their trust and their future business. Where did the new owner’s “customer first” philosophy come from? A clue can be found in his obituary, which said that “he received joy from helping others.”
When Mike left the hi-fi store, he carried the “customer first” philosophy with him and adopted it as his own. In his entire business career, which has spanned over thirty years, he’s never had an unhappy client or customer. Now while that may sound hard to believe, “yes” Mike’s had initially unhappy customers, but he’s always done what it takes to turn a negative into a positive and put a smile on their faces. Any business he’s been directly involved with treats their customers like royalty.