Great Product + Great Service = An Average Business

Like joey_strawn I'm a little late but better than never. Another WORD to this, and I get to recycle some of my own comments elsewhere. My lecture starts something like this: "You have a great product? Great service too? So. What."

Lots of folks offer great products packaged with exceptional service. Maybe they even manage to do it faster, friendly, and cheaper too. Then there's support and more value. Now what, run some ads that as HowieSPM won't make what you have any better? In short, you ain't Apple and neither is Apple anymore. It's why they are always working to improve, to get better, to offer more. Want to give people what they want, then look at Disney World. First like John Falchetto said their customers aren't clients, they are guests. Second they constantly research to look at what people want out of their WDW vacation: moments and characters and shorter lines and easier dining options, all things that make it an Experience worth much more than a trip to closer-to-home Six Flags. And that is on top of the 'routine' upgrades they are always making to keep everything just so. FWIW.

Okay, I'm a little late to the party on this post, but WOW, Troy. You knocked it out of the park. I love the examples you pull and the whole concept of creating an experience is dead on. It's a lot of what I talk about and preach to as well so it's nice to see someone I respect have the same mindset.

Rock on!

Mark_Harai HowieSPM John Falchetto - Sorry for the late reply guys, I was terribly sick for 2 days, but I'm climbing back now :)

Hey Troy - let's be amazing!

You're spot on with this Troy. The customer experience, in my opinion, is the most important aspect to building long term value in a business - because you're going to be remembered and talked about, just count on it.

Every customer is important, even the knuckleheads. You just can't please every customer. But, if you focus your efforts on leaving every customer with a positive experience, firstly the grouchy douches won't have anything bad to say, they're just not pleaseable and those you do impress will shout and sing your praises.

A great customer experience ensure repeat customers and plenty of referrals that can prosper a business and ensure long term success. It's all about the customer.

Thanks for that little plug my friend, you're too awesome bro!

Cheers Troy!

Troy, ABSOLUTELY, its not what you sell, its how you make people feel.

Notice I didn't use the word client. When you treat people like clients this means others aren't clients and how do you treat them?

Agree with HowieSPM a great ad will never make up for a poor product. With social media we have a unique opportunity to really make that WOW happen, never before in time have we been able to reach so many people, so fast. The tools are here but we need to keep that human touch, or that experience to create the WOW emotion.

Just like DannyBrown argued pole dancers like blogs can have strength and skills but no personality, some businesses are the same. In order to reach out and touch others, we first need to find out what makes us go WOW!

Thanks Troy, or is it nittygriddyblog today, God you guys confuse me today :)

It is amazing how many businesses seem climbing still peaking yet when you look hard are in decline (like Facebook who while adding accounts has had a precipitant drop in time spent on the site per user per day of 31% over the last year). I remember when Sears was king and they could well close their doors today. It is very hard to pinpoint their failures as much often as competitors out doing them. Or the market changes and they don't.

But to your point and it is why my industry advertising is so perverted and flawed and why most of my industry hates me because I out them as frauds. You need great product and service just to be in the game! Yet my industry will tell people don't worry. Great advertising will make up for flawed product and service. When in fact like we saw with Old Spice all Advertising can do is get you to try something. After that is the product sucks or disappoints, no advertising can fix that and have you come back. I tried Old Spice body wash. Will never buy again. I didn't try because of the ad campaign. I tired it at 70% off retail price through discounting. And still wasn't enough to have me come back. Chrysler Superbowl Ad didn't fix crappy product boring lineup. Etc Etc Etc.

But if you have a great product and great service then at least you are on the playing field.

One thing I love about this post Troy is that Mrs B's gifts was co-founded by a biscotti loving man named Angelo!

The cool thing about what you suggest Troy is that there is high energy in that. It's much more fun to be looking for a better way to do something than to just follow the tracks laid down by past actions. I would love to visit that gift shop - it inspires me (as does this post) and I love the story JMattHicks tells. It all makes me wonder how I could be more creative in my business.

Thanks for this!

Lori

"You should be continually looking for ways to improve; ways to differentiate yourself; and ways to create room for lasting change.

Band-aid solutions will only help you prolong failure, so look to create permanent change."

You reading my mind Mr. Claus? I was just thinking about putting a post together on change.

"Continually looking for ways to improve" In my book, that's exactly what sets you apart from the crowd in your business.

Lasting change happens when you simply do not settle for anything other than the best - in yourself, in your business.

Great stuff here my friend!

Thanks for writing my post :)