Comforts Of Home…

A little more than two years ago my wife and I became empty nesters. Our three children moved out of our home to start their lives.

We heard that some couples have had a hard time adjusting to their children leaving the home. After about two or three weeks, my wife and I thought we were doing it wrong… as we did not have these feelings at all and LOVED it!

Don’t get me wrong, we love our kids. They have provided so much joy for us and we are proud of the people that they are becoming. Yes, they have their struggles but they are doing life on their own terms as best they can. Heck, my wife and I were in the same situation when we first started out… young and dumb and ready to take on the world.

When the last one left, we realized several things. No one was sulking around the house or whining about what was in the refrigerator. There was no longer laundry on the floor or shoes haphazardly thrown around the house. We realized that we had a full set of dishware as it was no longer under someone’s bed or in an obscure place such as a hamper. Our food bill was considerably lower. And we were able to watch whatever show we wanted, whenever we wanted and at whatever volume we wanted.

In short, we had freedom!

No, that isn’t entirely true.  Lo and behold, someone undoubtedly needs money for something, or realized they had to pay for things such as… well, anything. They realized quickly that adulting is hard and my wife and I were very happy to help them out on occasion and as needed.

But eventually they completely moved out and began life on their own.

While we have established our new lifestyle, we have also made it very clear that our home is a place for them to come for whatever they need whether it’s respite, rest or if there’s something urgent that needs to be addressed in their own situation.

For example, my second son and his wife lost power a few years ago in the middle of winter. They did not have heat and we did. They also have our grandbabies. We had the most incredible houseguests for almost a week… oh and they brought their parents. 😊

When our grandkids come to visit, they know that this is their home and they take advantage of every opportunity to make themselves at home. For that matter, we let them do just about whatever they want much to the amazement of my children who had a little bit more structure and rules. But these are our perfect grandchildren!

About two and a half weeks ago, my oldest son had a situation where he needed to get a new car. He’s extremely intelligent and he did the research and he was able to get one that he could not only afford but one that looked good. Selfishly, I was thrilled for him as his old car was somewhat of a, well, hot mess.

He was in quite of a bind as he needed assistance getting to and from work and also assist with the general needs of life such as grocery shopping, trips to the laundry, etc. He asked us if he could stay at our house and use one of our cars and of course, we said “YES.”

This was only supposed to be about a three day stay.

But there were a lot of delays while getting his new car and needless to say, it has been extended until now – almost 3 weeks later. And to make matters more “interesting” he recently found out that the air conditioning in his apartment was out so he asked to extend his “visit” with us.

We have loved having him here. It’s so nice to see your children as Grown Ups. We did a lot of things together like we did when he was a kid, but we did them different as his is now an adult.

We know that he’s enjoyed the amenities of staying home, like Mom cooking, his laundry getting done and Dad paying for just about everything.

It has been a fun and enjoyable experience, but we know he’s anxious to get back to his life and away from his Fuddy-Duddy parents who cramp his style. 😊

So, what does this have to do with running an online business? Well, I’m glad you asked!

Your customers may not be your family, but customers still deserve that ‘you’re home now’ kind of welcome.

They’re not raiding your fridge, leaving dishes under the bed, or asking us to Venmo them $20 because they just spent a lot of cash at that fast food restaurant when you just made them a lunch.

But if you think about it… the way we treat our customers shouldn’t be too far off from how we treat the people we love.

They want to feel seen.

They want to know they’re not alone.

Sometimes they need help right now.

And occasionally, just like my son who turned a “3-day stay” into a “long weekend” into a “hey I’m still here weeks later, what’s for dinner”, our customers stick around a little longer than expected. And that’s not a bad thing.

Here’s what I’ve figured out about online business (with a little help from my grown-up kids and grandkids):

1. Your Website is the Front Door – When someone visits your site, does it feel like you were expecting company? Is it welcoming, clear, easy to find what they need… or does it feel like the fridge two days before payday? (You know what I mean – sad leftovers, one ketchup packet, and a mystery container you’re afraid to open.) Your homepage is your virtual “hello.” It should say, “Come on in. Mi casa es su casa. Let me help you find what you need.”
2. Be Ready for Surprise Visits – Don’t make them knock twice. Customers don’t always show up when it’s convenient. They message you at 9:47 PM on a Tuesday. Their order didn’t go through. Or they just need someone to say, “Yep, that’s the right choice.” Don’t treat it like a hassle. Treat it like a privilege. Even a simple email that says, “Hey, I see you. I got you.” can make all the difference.
3. Offer Comfort, Not Control – Sometimes just being there is the win. When my adult son stays with us, we don’t hover. We give him space. He’s grown. He knows how to work a microwave. Same thing goes for your customers. Give them what they need, make things easy to find, and let them move at their own pace. Nobody wants to jump through 12 hoops to download a checklist. Nobody wants to read your “terms of use” before buying something (that can eventually be incorporated with the sale). Just make it simple, friendly, and flexible. It’s not about being fancy—it’s about being real.
4. Welcome Repeat Visitors – It’s a compliment if they come back! We’ve loved having our son back home for a bit (even if the grocery bill’s gone up and my TV remote has mysteriously disappeared again). But here’s the truth. When someone comes back whether it’s your kid or your customer that means you did something right the first time. So welcome them back with open arms and open browser tabs. Say thanks. Serve them well. Be genuinely glad to see them. Because return customers are gold and they deserve to be treated like family.

Final Thought – Be the cozy couch, the stocked fridge, and the Wi-Fi that always works. Be the place they want to come back to. You don’t have to have it all figured out. You just need to be there. Be a place people want to return to. A place where they feel safe. A place that says, “Hey, whether you’re just passing through, or you need to stay awhile… we’re here.”

That’s how you build trust. That’s how you build a community. That’s how you build a business that actually matters to people.

And if they track in some mud while they’re here? Well, just like my grandkids… clean it up with a smile.

Alright, your turn. How do you make your customers feel at home (without doing their laundry)? Drop a comment below. I’m all ears and always learning.

Now I’m off to the kitchen to clean crumbs off the counter and the floor not knowing who made the mess. Was it my son or my grandkids. If I’m honest… It was probably me. 😊

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” — Maya Angelou

“Do what you do so well that they will want to see it again and bring their friends.” — Walt Disney

And of course, a few VERY BAD Dad jokes:

Parenting is like a walk in the park. Jurassic Park!

Why did my kid’s visit turn into a month-long stay? Because “just a weekend” is code for “I forgot my charger again and I’m hungry.”

Until next time, STAY FRESH, Friends!

 

 

 

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