I Knew that We Were in a Good Spot to Help Them Continue to Provide Their Level of Customer Service to a Bigger Market
Last week, I had the opportunity to visit Licia Imports for the second time. My first visit was part of our neighborhood orientation, so it wasn’t as personal as I would have liked. I was looking forward to having an extended conversation with the business owners about how my team could help their business.
Licia wasn’t in the shop, Sergio told us, as their daughter had been sick for a few days. Sergio said that one customer had come in that day, and other than that he had been taking calls and catching up on work. Right off the bat, I admired how Licia and Sergio support each other in their business and personal endeavors, joining the two almost seamlessly without becoming unprofessional, a great feat in the small business world. Licia has been in the import business for about twenty years now, and she has brought many customers and supporters with her on her journey. One of the first things that struck me about Licia Imports was the uniqueness of the whole operation; the products, the market niche (the store predominantly serves the Portuguese Catholic societies of California), and the excellent customer service. Sergio told me that he recognizes all of his customers, something that I don’t think could be said by their competitors, most of which do all of their business online with minimal communication.
While we were shadowing in the store, Sergio took at least six phone calls from customers inquiring about their products. This seemed impressive to me, as I have previously worked at a small boutique in my hometown, and we rarely received phone calls from customers. Sergio told me that the reason so many customers call is to have a full conversation, a small part of which is business related. He said he often talks on the phone with customers for 30-45 minutes about anything from their products to their weekend plans. This degree of customer care is Licia Imports’ greatest asset in a market that values speed and price over personal touch. As my team and I have been conducting research and analysis about their competitors, we have learned that Licia Imports is successful because of their relationships with their customers.
As I left Licia Imports that afternoon, I knew that this business had been so successful for a reason. Sergio and Licia have given so much to their business and to their customers, I knew that we were in a good spot to help them continue to provide their level of customer service to a bigger market.