Do You Focus on Fluff or the Things Your Customers Care About?


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Things Your Customers Care About

I thought my new sweater was “the cat’s meow”, ‘da bomb. Look at me all!  I was struttin’ my stuff as I walked to school. High school was finally cool. I was cool.

Well, not really. I was never the cool kid, mostly a band geek. But I played a mean saxophone, really, I did!  Even did it full time for a living in the early 80’s. Anyway, that’s another story…

What makes a business cool?

So much time is spent on developing your product, with countless hours racking your brain for ideas. Whether it’s a new twist on an existing item or a revolutionary design that will change the marketplace, there is so much to do.

There are meetings with your engineers, stylists and those in charge of marketing your new creation. Oh, let’s not forget the lawyers…

All with one goal in mind…to make your product or service the best it can be and the “coolest” product on the market. They will be knocking down your door to get it.

So, I’ll say it again, what makes a business cool?

  • Is it the décor, or the trendy clothes?
  • Is it the neighborhood it’s in or the product’s packaging?
  • Is it the chi-chi designer names inside, or the landscaping that flank the front door?

Does it even matter?

What do today’s customers want?  Do we really know?

So much time is spent on “business fluff”, yes the fluff (un-needed paraphernalia) that has little to do with the actual product or service the business is providing, that you forget why most customers continue to do business with you.

It’s the service you provide and its perceived value that makes your customers return.
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Purchase, display and promote the products people want.  Seems easy, right?

Keep them coming back because they like what you sell, can’t find it anywhere else.

The Pet Rock days are behind us.

Republished with author's permission from original post.

Steve DiGioia
Steve uses his 20+ years of experience in the hospitality industry to help companies and their employees improve service, increase morale and provide the experience their customers' desire. Author of "Earn More Tips On Your Very Next Shift...Even If You're a Bad Waiter" and named an "ICMI Top 50 Customer Service Thought Leader" and a "Top Customer Service Influencer" by CCW Digital, Steve continues his original customer service, leadership and management-based writings on his popular blog.


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