How small business lessons leads to big business success.
Alex Malley the CEO of CPA Australia conducts an excellent interview of John Borghetti, the CEO of Virgin Australia.
As a migrant to Australia at a the age of seven, John had to learn a new language and adjust to a foreign culture. After working hard and saving enough money John’s father bought a small 8 seater cafe’ on Melbourne’s Bourke Street. In the interview John Borghetti shares how the business lessons he learned working in his father’s modest Bourke Street cafe’ stays with him to this day. The principles he learned from his father on building customer rapport; by making eye contact, greeting people with a smile, learning and using the customer’s name, don’t change in big business.
Borghetti goes on to add the importance of staff making the connection that their salary and wages is directly linked to the experience of the customer. Each staff member needs to understand where the money for their salary and wages comes from, that is from the products or services the customers buy.
The one objective of customer experience as John says is the for the customer to feel positive about the experience as they walk away, and having them want to come back for more.
It is always wonderful to see the likes of John experience the business success he has from his humble beginnings.