Is your business growing, static or on the decline? It’s an easy question to answer straight up, but a difficult one to understand.
Over the last month and countless meetings, I have come to discover something that concerns me - many business owners are under the impression that offering a great product and great service is enough to create success. Wrong!
Break out of your shell
As our world evolves, so should your business. In today’s business environment, you can’t afford to create something good and expect to sit and wait for it to become great. 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. It’s okay to feel uncomfortable – that means you’re breaking out of your comfort zone, and that stomach spinning feeling of uncertainty is what I like to call progress.
Why does great product/service = Average?
It used to be enough but, because our generations shape our society, average doesn’t cut it anymore. You have to offer people an experience – something they’re going to remember and something that leaves an imprint of you. I could use great examples like Starbucks, Second Cup, MAC Cosmetics, etc, but to show you it can cascade down to the smallest business, I want to share a story about a great guy who provides an amazing experience to ALL his customers.
Mrs. B’s Gifthouse
Angelo Bentivegna is doing it right. As co-founder of Mrs. B’s, Angelo is taking all the right steps to creating that customer experience. I have been to many little gift shops, and they’re all polite, offer great gifts and provide excellent service. And that was good enough – until I met Angelo.
When you walk into his shop you’re greeted with an overwhelming smell of fresh made baked goods. Mmm! Then if it’s not his lovely counter staff welcoming you, it’s Angelo at the back of the store wrist-deep in fresh warm chocolate as he dresses the many treats customers come in for.
He invites you to the back for a hot coffee and fresh biscotti (if you have time). If you’re looking for something to buy, he’ll walk you through the store showing you what fits your price point. Once that’s done, he’ll wrap it up just the way you need it and smack a nice pretty bow on it.
Lessons to be learned
A lot of business owners are under the impression that it takes major cash flow to create a wonderful experience for people. It doesn’t - all it takes is realizing what people want. And if you’re a business owner, you should be gathering that info on a daily basis (maybe another blog post here!).
Think of some of the places you’ve been where, when you’ve left, you’ve thought WOW. What did they do? How did they treat you? What specifically left an impression?
Take that info and apply it to what you do, and you’ll start to realize that it’s not so much about the ideas as it is about the principles behind those ideas.
So now that you have a clearer sight path, WOW me!
“To do more for the world than the world does for you, that is success.” – Henry Ford.
image: fher_citoxTags: business, customer experience