What the Hawaiins can teach you about business

Aloha!

I don’t know how many times I have heard this since I came to Hawaii a few days ago. People are so open and friendly here and it seems every person I run into greets me (and my family) with Aloha.

I thought it was just Hawaiin for hello but I have since learned that it is so much more than that. It is a concept. Actually, more than that. It is an attitude.

You see Aloha is a greeting of love

Today I experienced first hand what it really means, when it comes to business. You see, we hired a car today to drive around the island of Oahu and see what the other side of the island looked like. What a beautiful place and so wonderful to get into the countryside.

We stopped for lunch at The Crouching Lion Inn (named after the shape of the mountain behind it) to chill out over crab cakes and a great view. We were greated by quite an elderly Hawaiin woman who showed us to our seats. The place had a real family feel and this elderly woman seemed to not really have a role as a waitress but seemed to just “be there”.

After a while she came to our table and asked me if I would like to have fresh flowers in my hair like she did. Of course! And my daughter? Of course! This beautiful woman spent quite some time pinning flowers in our hair and fussing over us and afterwards she seemed so genuinely happy to see us transformed. She walked away and then came back to tell us quite proudly that her gesture was “aloha”, then she told us it means “love”.

And you know what, I felt loved. So did Phoebe. There was no sale, no feeling that this was something every one received, and no hint for tips. Just a genuine act of kindness.

But you know what? The food was fine but I wouldn’t make an effort to return because of the meal. Or even the great view. I would certainly return many times because of that kind gesture because I felt as if this was a business that had people who really cared about me. I felt special and loved and yes, even nurtured.

So how does Aloha relate to an internet business?

So many times we see the Internet as an impersonal place. Yet I know I receive hundreds of emails every week from our customers on minor and major things. Every one of those emails is an opportunity for personal contact. You have opportunities every day to make people feel special by spreading a little Aloha.

So here’s my challenge to you. Make a commitment every day to add a little something to at least one of your customers’ emails. A note about something that happened in your day or ask them briefly “I’d love to hear what you are up to with (whatever your niche is)” or surprise them with something useful to help them, such as a tip that is specific to their personal situation.

And believe it or not, you can even call an internet customer if you have their number. Sometimes it is quicker to ring to sort out a problem than exchange numerous emails, and the quick 5 minutes it takes will not be forgotten by your customer (every time Douglas or I do this we are greeted with disbelief).

Take the time for random acts of thoughtfulness (or Aloha) and your customers will loyally support you and overlook your imperfections – because they know you are human too!