I went to visit my brother at the pawn shop a couple of weeks ago.

I’ve always loved spending time in the shop, and the opportunity it gives me to check in with the people that were an integral part in helping my brother and I grow that business.

Whenever I walk in I’m greeted by big smiles and welcoming hugs from our staff. Which truth be told, have become a lot more like family over the years.

This time though, I was caught completely off guard, as I parked and made my way into the store. A car started honking frantically as it pulled up next to me on the sidewalk!!! I wasn’t sure if I should be excited, scared, or a little of both!

I was in the middle of figuring this out, when I recognized the woman driving… it was one of our customers! I hadn’t seen this woman in close to four years, but when she saw me she nearly jumped out of her car to come and say hello.

She asked how I’ve been, how business was going, and how my wife and kids were doing.

Followed up quickly with the following:

“We miss you so much around here Yigal!”

Can you imagine being missed by your customers? I seriously felt so proud of all of the work my brother and I had done to build the culture of our pawn shops in that moment.

This woman had gone completely out of her way to come say hi, check in on, and let me know she missed seeing me around… if that’s not a testament to how powerful the relationships you build—or don’t build— with your customers can be, I don’t know what is.

As you go through your day, and interact with your customers and employees, I invite you to think about the relationship you’re building with them.

Is it one of mutual respect and cooperation? Would your employees recommend you as a boss? Do your customers recommend you as a shop? Are they happy to do business with you?

How about your family?

Big questions right? But you know what, that old saying is true…