What would you think of a restaurant that offered really good food, but the salad is free and the dressing is extra? The potatoes are free but the sour cream is extra. The soup is free but heating it costs extra. And table service is free if you wait two hours, but table service in 20 minutes costs extra.
There is a general rule in the market that customers will generally only offer feedback when they either have a really bad experience or great one. If you believe that customers rarely say a word when their experience falls somewhere in the middle you are missing some valuable information.
I’ve often said that, at it’s very essence, selling was about finding out what people wanted, and simply helping them to get it. When you see selling in that light, it’s so much easier and more fulfilling.
Business results are the ultimate outcome. If you set your goal to develop engaged employees who create loyal customers, then your organization will be resistant to competitive pressures and deliver stronger business results, more efficiently.
Small Biz Club is the premier destination for small business owners and entrepreneurs. To succeed in business, you have to constantly learn about new things, evaluate what you’re doing, and look for ways to improve—that’s what we’re here to help you do.