Your product is customer service
Last week my wife and I went to a hole-in-the-wall diner near her work. I didn’t walk in there for lunch expecting to learn a business lesson, but I ended up doing just that.
You’re in business, right? You have products or services that you sell to your consumers, whether those are other businesses or individuals.
Let’s say that, whatever business field you’re in, you are at the top of it. You have the best products around. No competition can beat your prices or your products.
So you serve the best beer around. So what? If you have lousy service, as the sign attests, then you’re not going to have too many repeat customers.
No matter the level of your products, your most important product is your customer service.
Back to our lunch.
This diner had a typical diner fare and typical ambiance. The food was nothing ordinary, but it was seasoned impeccably and cooked fantastically.
The hand-cut fries we had — and we agreed on this count — were the best we’ve ever had. But we might not go back, because the customer service really lacked.
Having the best product in your field does not make up for lousy customer service. If you don’t realize this, you’re on your way out of business.