Have you ever thought about what makes special things, special? What really creates a memorable customer experience? Having customer service balance may be what attracts the masses. Do you have it?
What is the difference between the racecar and one you buy off the dealership lot?
Why does the state of the art always come with bugs?
Making coffee at home is a fraction of the price at the gourmet shop, but the gourmet shop is always packed with people.
High Cost or Reliable
The fast racecar is expensive. It is custom built, requiring hours of special labor. It is fast, but it is designed to win the race, not go the most miles without maintenance.
The latest technology, most elaborate software, or techie gadget often isn’t perfected, but it is breaking new ground with features others don’t have. It is cool, but doesn’t always work and the learning curve is long.
Coffee from a home brewing device doesn’t allow you to easily visit a few friends, display your new shoes, or have others observe you in action with your mobile computing device.
Being the best has costs. Having the fastest car, the latest techno gadget, or sipping one dollar per every two ounces of coffee costs too. Those who produce the best and consume the best should realize that there is volatility to the market.
The fastest car won’t last as long as the lower priced mass produced reliable one. Having the newest techno gadget is pretty cool, until those on the old platform are still surfing while you’re waiting for tech support or trying to figure out the new menu. The coffee shop is the place to be right now, it’s not the only place.
Having the best or creating a trend costs, but often being the most reliable, with a reasonable price will endure the volatile nature of the consumer.
Customer Service Balance
Customer service balance may be about the best solution. People paying a reasonable price don’t expect perfection.
What they do expect is to get what they pay for. Their purchase risk is smaller and long-term satisfaction is much higher.
Special, high end, and the fastest is cool, until it isn’t, which usually doesn’t take very long. This is exactly why it is only a trend.
Balance seems much more reasonable.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.