The Answer May Be Closer Than You Think
It was the worst sleep of my life.
Our weekend boat camping trip began with much promise. We loaded our supplies, and motored across Lake Havasu to the opposite shore. Set up tents and chair.
We decided to procure sandwiches from the lakeside gas station, 20 minutes upriver. Maybe we could even play some slot machines while the attendant wasn't looking, though we were underage.?
Project sandwiches and slots was a success, although the sun fully set during the mission. A quick survey of the group uncovered that no lantern was turned on before departure.
On a moonless night, on a very large lake, in a very small boat, we looked for our campsite. We traveled and and down the lakeshore for HOURS.
?Past 2am and nearly out of fuel, we gave up and set an anchor.
We then played a desultory game of human Tetris to arrange five 17 year-old dudes in a 13-foot boat with Astroturf flooring, no pillows, and no blankets. This game had no victors.
At the first shimmer of dawn, a loud curse woke me. And then, a chorus of expletives.
Camp was 30 yards away, and had been RIGHT THERE the whole night.
Sometimes what you need the most is right under your nose. But maybe it's hidden from you; a lesson I learned the hard way that night.
As did Taco Bell, two weeks ago.?
The chain brought back the Mexican Pizza - a food item that is neither Mexican nor Pizza, but is evidently beloved nevertheless.?
The "Return of Mexican Pizza" was as short-lived as a Ben Affleck relationship, as the chain ran out of ingredients within days (hours in some locations).
?The restaurant tweeted an apology, stating that they misjudged demand for Mexican Pizza by approximately 700%!
Given that consumer hue and cry for Mexican Pizza is what brought it back from its justifiably archived status, how does a business with 7,615 locations in the United States undershoot demand by 7x?
They didn't ask the right questions of the right people. In short, they didn't LOOK HARD ENOUGH. And that can create problems on a small boat, or a big promotion.
Sometimes, the information you need is right in front of you, but insights don't lay scattered on the ground like pebbles; you have to extract them like ore.?
Consumer attitudes have changed fundamentally since the pandemic. The businesses that will prosper the most over the next two years are those that UNDERSTAND those attitudes best.?
That means fewer assumptions, and more talking to customers.
WSJ Best Selling author & founder of QCard, a SaaS platform designed to empower professionals to showcase their expertise, grow their reach, and lead their markets.
2 年I'm with you on this, Jay! That is why studying and understanding customer needs through data are important. Proper anticipation of possible outcomes or drawbacks can set businesses on the right track and prevent unnecessary expenditures.
I help clients uncover their customers’ emotional triggers to develop plans that have added over $100MM in new business / Marketing Strategy Advisor to CEO’s & Owners / Author: Why Customers Really Buy
2 年As a marketing consultant I agree with your implied point that “knowledge” comes from having “answers” but “wisdom” comes from asking the right questions. And that’s MUCH harder than it seems Jay Baer! Too often companies focus on questions THEY think are important. It’s an Inside/Out approach instead of starting with a blank canvas and asking open-ended questions that are not based on the bias or internal assumptions of those within the organization.
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
2 年Jay, I didn’t just ?? like your post. To me, readers who ?? like a post feel it's good, not better. just average. Nobody raves about average. And those readers will forget the post when they find something better.?I ? loved it! That means I will remember it again and again and remember the QUI Quote: "[F]ewer assumptions, and more talking to customers." And Taco Bell got it mostly right. When it comes to customer complaints, listen to understand, not explain. To the customer, an explanation is an excuse. Customers want action, not excuses. And Taco Bell did take action, begging "mea culpa". Thank you for sharing, Jay. I appreciate you. As you are always, be GREAT there!
● LinkedIn Profile Writer ● Independent LinkedIn Trainer ● LinkedIn Profile Workshops ● 165+ recommendations ?? Australia based and don't work or connect globally as family complains my voice travels through walls ??
2 年Yes! I think empathy and listening to our customers have never been more important. Love Taco Bell's honesty though! ps. Can't ever see your name now without singing Ryan Anderson 'The Baer Necessities' song in my head. It is officially your anthem now Jay Baer! ??