Waxman
Super Moderator
As a business owner, one thing I struggle with is the difference between what I want and what the customer wants.
One example is dry carpets. I want the carpets in our detail jobs to be super clean, so I stress that to employees, but sometimes we do not dry the carpets enough after a treatment with the extractor. The customer wants clean of course, but they are completely dissatisfied with WET carpeting ( I understand! YUCK!). They can understand minor stains remaining but do not forgive wet carpets.
Same logic applies with carwash offerings; what I think is great is not always what customers want. Lately I focus on making things at my wash the best and easiest from a customer standpoint, not from my own. To do this I have to step outside myself and let go of pride and stubbornness. Not easy, but necessary for success and happy customers.
Are there things you are tailoring to your feelings/needs/opinions while ignoring those of your customers?
One example is dry carpets. I want the carpets in our detail jobs to be super clean, so I stress that to employees, but sometimes we do not dry the carpets enough after a treatment with the extractor. The customer wants clean of course, but they are completely dissatisfied with WET carpeting ( I understand! YUCK!). They can understand minor stains remaining but do not forgive wet carpets.
Same logic applies with carwash offerings; what I think is great is not always what customers want. Lately I focus on making things at my wash the best and easiest from a customer standpoint, not from my own. To do this I have to step outside myself and let go of pride and stubbornness. Not easy, but necessary for success and happy customers.
Are there things you are tailoring to your feelings/needs/opinions while ignoring those of your customers?
