What Customers Teach Me Every Day

One of the things I enjoy most about running Mobility Plus is that no two phone calls are ever the same.

Some people know exactly what they need.

Others don't know where to start.

Sometimes a customer rings to buy a walker and, by the end of the conversation, we've realised a rental would suit them better. Other times they ask a question that sends me away to improve the website, source another product or write a buying guide.

I used to think customers came to us because we had the answers.

The truth is, they often give us the answers.

One customer was looking for a very large shower chair. As we talked through the options, we realised she only needed it for a short time. Instead of spending hundreds of dollars on a chair she might only use for a few weeks, we suggested a shower stool rental instead. She got what she needed, and it reminded me that the right solution isn't always the most expensive one.

Another customer arrived with two walking sticks that couldn't have been more different. One had been beautifully hand-carved in Africa. The other was literally a branch that had been turned into a walking stick. Both needed a more stable base, and to my surprise, our standard six-point base fitted them perfectly. I wasn't expecting to learn anything from that visit, but it showed me that sometimes the simplest products solve the most unusual problems.

Then there are the questions I can't answer straight away.

Recently, a customer wanted to know the height of the armrests on a lift chair for her mum. I rang the supplier twice and still couldn't get an answer. That conversation didn't end when I hung up the phone. It made me realise we need to start measuring more of our products ourselves, so we can answer those questions with confidence.

Sometimes it's not about the product at all.

A lady recently called looking for a walker for her dad, who still works in the orchard. That one little detail painted a picture in my mind. It reminded me that behind every order is a person trying to stay independent and keep doing the things they love.

Even the small requests teach us something.

One customer needed a walking stick shortened. We'd never offered that service before, so my partner showed me how to do it, and now we're adding it as an option on the website. Another day, I noticed customers were regularly buying the same combinations of products, so we're creating bundles to make shopping a little easier.

None of those ideas came from a business plan.

They came from conversations.

Every phone call, every email and every question helps shape Mobility Plus into a better business than it was the day before.

I'm incredibly grateful that people trust us enough to ask those questions.

Because every conversation leaves the business a little better than it was yesterday.

You might also like

• Why We Answer the Phone – Why we still believe a real conversation can make all the difference.
• Why We Started Offering Rentals – How listening to our customers led us to introduce our growing rental range.
• Walkers Buying Guide – Not sure which walker is right for you? Our buying guide explains the different types and who they're best suited to.
• Lift Chair Buying Guide (coming soon?) – Understanding the different sizes and features before you buy.

Thanks for reading.

These stories are simply snapshots of life behind the scenes at Mobility Plus. Every customer teaches me something new, and I'm looking forward to sharing more of those moments with you.

Kellie Chapman
Owner, Mobility Plus

From Kellie's Desk

Running a small family business means no two days are ever the same. These are some of the stories, lessons and little moments that don't make it onto a product page, but are part of who we are at Mobility Plus.