DEAR HARRIETTE: Today at my bakery, I received a delightful surprise: a box of freshly picked wildflowers left on the doorstep with a card that read, “For the sweetest baker in town.”
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This unexpected gesture filled my day with warmth and gratitude, prompting me to reflect on the importance of small acts of kindness.
I recently opened my business, and this is my first startup. As a fellow business owner or manager, how do you cultivate a culture of appreciation and connection with your customers? What strategies can I employ to create memorable experiences that leave a lasting impression?
— Baking Connections
DEAR BAKING CONNECTIONS: Pay attention to your customers — each one of them.
Even when you are busy, take a moment to greet them. Make eye contact. Say a kind word. Get to know them. Say thank you.
Make a log that indicates who likes what and what their patterns are in purchasing, plus their general engagement with you.
Terrie Williams, a celebrity publicist, wrote a book that I swear by, “The Personal Touch.” In it, she shares many ways that you can connect meaningfully to people by taking an extra moment to do something that personally acknowledges the other person.
Everyone wants to be seen, heard and appreciated. If you can do that, you will grow a deeply committed clientele.
DEAR HARRIETTE: I read the letter from “Desperate for Help,” and I felt so much empathy for her and her son, I had to write.
Our son also struggled academically in elementary school; he was eventually diagnosed with dyslexia.
While I thought your advice regarding finding academic help and diagnostic services for her son was thorough and helpful, I would focus on her son’s emotional needs as well.
Additionally, Mom can help him by bolstering his self-esteem and helping him understand that his delay is temporary and can be overcome.
We did this by constantly reminding our son of the ways he had already shown how bright and talented he was and the many gifts and talents he had; for example, he was a master at Lego, a good fisherman and a great soccer player, and he loved all kinds of animals. We also reminded him that he worked hard to get good at those things, and he could learn to read and write with hard work, too.
We taught him about famous people who were dyslexic, like Albert Einstein, Steven Spielberg and Cher.
When he became frustrated or angry about the extra tutoring or tutoring “homework” he had to make time for, we commiserated with him and reminded him how it would change his life in the future.
It wasn’t always easy, but in a couple of years, he did catch up, and now he is a successful environmental engineer and husband.
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My son’s dyslexia tutor shared these words of wisdom I have never forgotten: “Having a learning disability is hard enough, but the fear that they just aren’t smart enough, the hopelessness and embarrassment they feel, and the frustration when they try and fail, those are the hurdles that are the most difficult to clear.”
— One More Thing
DEAR ONE MORE THING: Thank you for your insights. I, too, know a boy who is dyslexic who was excellent at Lego. His mom was and is his cheerleader, just as you described. He is in college now, more confident than ever. The emotional side does need tending!
Harriette Cole is a lifestylist and founder of DREAMLEAPERS, an initiative to help people access and activate their dreams. You can send questions toaskharriette@harriettecole.com or c/o Andrews McMeel Syndication, 1130 Walnut St., Kansas City, MO 64106.
