We’ve all been there, a customer has unreasonable demands yet we give in to them because “the customer is always right”. But, the customer isn’t always right! “The customer is always right” is a long-standing service mantra emphasizing the importance of customer satisfaction. However, the reality is more nuanced.
Archive for: November, 2023
Focus on the Problem Customers Have, Not What the Competition is Doing
I recently had a conversation with a friend who owns a marketing agency. My friend, although very smart, has a very deep tendency to see what competitors are doing and is constantly reacting to what others do. This puts him, and his business, in a bad position. Most business leaders run their businesses the same way, looking at what others do.
How To Think What Nobody Else Thinks
Independent thinkers are highly valuable to both organizations and society. Breakthroughs in technology, new business models, and game-changing strategies don’t originate from conventional thinking. They originate from fresh and unconventional thinking. Thinking independently is crucial in today’s world where information is abundant and opinions are rampant.
7 Ways To Practice Unreasonable Hospitality
Investing in developing a unique customer experience is one of the most powerful strategies a business leader can use, and customer service is at the core of this. I recently read Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect by Will Guidara. The book delves into the philosophy and practice of going above and beyond in customer service. The book draws on Guidara’s extensive experience in the hospitality industry, particularly his time at Eleven Madison Park, a renowned restaurant in New York City.
Build Your Strategy Around These 12 Things That Won’t Change
Most businesses base their strategy on what is, rarely looking out into the future to consider what’s going to change. Better businesses look out into the future, embrace it, and base their strategy around it. The future is uncertain, it’s a range of possibilities, which makes it difficult to plan for. It’s why most business leaders want to know “What’s going to change in the future?”, it’s a common question. But, a better question is “What’s not going to change in the next ten years?”