Be Real, Not Perfect: The True Way to Win Customers

Let's talk about the myth of 'exceptional' quality and service in the world of small businesses.

We often hear that to succeed, we must strive for the highest quality and go above and beyond in customer service.

But is this always the case? The answer is no.

Every product or service that meets the needs of profitable customers carries associated quality and service expectations.

These are tradeoffs that customers happily make and expect because the value equation is right for them.

For instance, consider Primark in the UK.

The quality of their products may not be the best, but that's perfectly okay.

Their focus is on the price, and that's what their customers value.

So, what's the problem?

The problem lies in the misconception that all products or services need to be of high quality or go above and beyond.

This leads to businesses promoting their products or services as 'exceptional' or 'the best quality' when they aren't.

The key is to focus on what is important for customers of your product or service based on YOUR positioning strategy.

If you're the lowest price, state that.

Don't also state the highest quality if it's not.

If you're the highest price, don't also state the quickest delivery if it's not.

Be authentic, set an expectation and meet it.

It doesn't have to be high or low, it's what works between you and your customers.

Be confident in the value you are offering and customers are looking for, regardless of your positioning.

This authenticity will make your business much more attractive to potential customers.

Now, let's focus on the real essence of customer experience.

It's not about being 'exceptional' or 'above and beyond'.

It's about making a promise about what customers can expect from your products or services and doing business with your company, and then delivering on that promise.

It's about being consistent, reliable, and true to your word.

That's what really builds trust and loyalty with your customers.

So, let's stop chasing the myth of 'exceptional' quality and service.

Instead, let's focus on meeting our customers' expectations, delivering on our promises, and aligning our actions with our business strategy.

#MicroBusiness #CustomerExperience #BusinessStrategy #growthmindset #growthhacking #smallbusinessowners