My son and I were eating barbecue together recently. The restaurant in question is one of those excrutiatingly cheerful, homogenized theme restaurants. Not my cup of cuisine, to say the least.
My son, however, is (please don’t say this to his face), just a little kid. With taste buds to match. His take on the barbecue sauce?
“This sauce is great! It’s like ketchup–only sweeter!”
I take this as a reminder to all of us in business: Don’t just consider the feedback customers give, but also the criteria on which the feedback is based.
Do the criteria match the criteria of the market your business has targeted? And, if not, does it make more sense to double down in exclusivity, or to broaden or re-focus your target market?
These aren’t questions with easy answers, but they’re questions we can only learn from by asking.
Micah Solomon, author of “High-Tech, High-Touch Customer Service“, is the customer service strategist and business keynote speaker termed by the Financial Post ”a new guru of customer service excellence.” Solomon is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture — and how they fit into today’s marketing and technology landscape. An entrepreneur and business leader, he previously coauthored the bestselling “Exceptional Service, Exceptional Profit“.
Micah Solomon • Author-Speaker-Strategist • Customer Service – Marketing – Loyalty – Leadership
See Micah in action — including video and free resources — at http://www.micahsolomon.com. Or, click here for your own free chapter of Micah’s new book, High-Tech, High-Touch Customer Service (AMACOM Books) and Micah’s #1 bestseller, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization