We’ve seen this scene many times. A company makes a product or does a service and sells it to a customer for bucks, moving on to the next customer, and forgetting about the last. Who cares whether our customers are happy? Who cares as long as we’ve made a sale right? Sadly, this is a scenario that is more of a rule than an exception.
Nobody comes up with a perfect product of service, sure. But the least we can do is to be open about how exactly our customers are doing with regard to their experience so we can tweak our product better. They paid for it anyway. It’s a chance to show that it’s not all about just the sale but that we truly care. Seth Godin suggests that it could very simply start with one small but brave move by asking your customers, “How’d it work out?”
If you refuse to listen, if you refuse to better yourself, if you refuse to even consider whether your product is really relevant or not, if you refuse to acknowledge that your business is about the customer’s delight in the first place, then, what differentiates you from con artists? What differentiates you from businesses who rely on breakage and slippage?
Marketing and selling a product is just a first step (some say it should be the later). Delivering a delightful product and a service that leaves your customers breathless is another.
So, are you someone who would pay gladly for your own company’s product and still be happy with the post-sales experience? Would you care about YOUR own experience? If YOU won’t be your own customer, then it’s time for some introspection.