COFFEE TIME WITH GILBERT THE PROFESSOR KNEW WHAT GOOD SERVICE STARTED WITH When I think about my father’s fruit and vegetable shop, I think about how well he knew what he was selling. He taught us the names, varieties and uses of the produce. He knew what was sweeter, what was best for cooking, and what a customer might need. That kind of knowledge helped him serve people properly. Today, businesses still need to understand their customers. But enquiries can arrive through WhatsApp, phone calls, websites and email. It can be easy to forget who asked for what, or when we promised to get back to them. That’s where a CRM can help. It gives a business a place to record enquiries, remember what the customer needs and keep track of the next follow-up. A CRM doesn’t replace the human relationship. It helps us look after that relationship more consistently. The tools have changed. Knowing the customer and keeping your word still matter. THE PROFESSOR’S WISDOM Know what you offer. Understand what the customer needs. Follow through. MY TAKE Good systems help us deliver the personal service people remember. YOUR TURN When a customer enquires about your business, how do you make sure the next step doesn’t get forgotten?