I think I’ve run into more than my share of crock pots in this microwave economy.

The latest saga goes like this:

•I took my car in for service the other day.  It took 4 days to get it back and 2+ hours waiting … after they said it would be done … and the complimentary wash was nice until we had to hunt for the floor mats.  The delays were due to some minor mechanical complications, a potentially fatal error they created during a previous visit, an inability to troubleshoot an issue (that was admitted to have been recorded on the onboard computer…) and a lack of communication between staff, management and leadership.  I’m thinking this is more common than not…and might apply to your “shop.”

Getting it right, doing it on time, understanding your client is busy and prefers not to watch the TV in your waiting room because they probably have a nicer TV at home with a remote and could be drinking a beer…just sayin’.

An old nuclear engineer I used to work with was famous for saying “Good, fast, cheap…pick two.”  I must admit it’s easy to buy-in to that thinking.  However, today, consumers expect all three as a minimum.  Good, fast, cheap…AND the ability to say “no thank you” after trying it on for size for a month.

The book “The Discipline of Market Leaders” by Wiersema and Treacy, postulates that there are three very distinct ways in which companies distinguish themselves: High Quality (think Apple), Low Cost (think Walmart) or Exceptional Customer Service (think Nordstrom).  Now, the game has changed and companies like Amazon have figured out how to deliver on all three, thus requiring that you must, as well.

A sense of urgency is critical but not the only thing required to keep your customers happy.  Offer great quality!  Deliver ahead of schedule!  Provide amazing value!  Whatever your business, execute on it so well that your customers are bragging and become your best referral source.

Gotta Go!

Have a blessed weekend!