We've all been in this situation. You go into your local dry cleaner, bank, coffee shop or similar establishment that you've been in dozens of times before. After waiting in line for several minutes, the person behind the counter yells out 'next' with little or no enthusiasm. You don't feel welcome. Worse yet, you don't feel as they really want to help you.

On the flipside... We've all been to a local bakery, restaurant, auto repair shop or other service-oriented business where they make you feel at home. And they're glad to be helping you. They may even greet you by your name: "Hi Mr. Smith, how are you doing? What I can I do for you today?" You feel important, just as it should be.

The next time you have to decide which establishment you're going to support, which of these two scenarios are you more likely to choose, even if the one with lousy customer service charges a little less for their product or service? I know what my answer is.

Lisa Ford, a noted speaker and author laid it on the line for mobility dealers at the recent NMEDA Conference in Reno Nevada this past week. We have to improve our customer service to be successful. And more than likely, our customer's perception of our company, staff and service is not as great as what we all think it is. Her message was clear: From the time we pick up the phone or greet the client at the showroom, our attitude and how we handle their particular need is crucial toward delivering excellent customer service. The entire 'experience' is what brings people back to your business — or drives them away. When you're shopping for wheelchair vans or other adaptive equipment such as scooter lift, consider the additional services and 'people experience' that a mobility dealer provides.