"It works. Big deal"

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"It works. Big deal"

You can't impress a customer by the fact that your product works, or by the technical competence of your people relative to your product or service. Why? They expect that. If they didn't think it worked, or thought your people would be lucky to know what they were doing, they'd not have hired you, or would have been very upset if they found out those things weren't the case. "It works" and "We know what we are doing" are the price of entry.

So, how can you impress your customer? Courtesy, personal attention, timeliness, going the extra mile, delivering that more and unexpected bit, and with the elegance and grace of how it's all "packaged" and delivered. Are you relying too much on "it works"?

 

from Think Daily

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Happy Keeper's picture
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10/24/2011

It's a fine balance; no? You have to sell what you have to the window shoppers and you have to have something in reserve to surprise them with once their yours.

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Madeleine's picture
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09/29/2011

Happy Keeper wrote:

It's a fine balance; no? You have to sell what you have to the window shoppers and you have to have something in reserve to surprise them with once their yours.

Exactly. You don't want to give away the farm online but you need the hook that makes them book.

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Highlands John's picture
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Happy Keeper wrote:

It's a fine balance; no? You have to sell what you have to the window shoppers and you have to have something in reserve to surprise them with once their yours.

I've always thought that particularly important on websites in our business. If ytou oversell yourself they'll end up disappointed, but you've still got to have enough to get them to book and to justify the asking price.

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Hollowwood's picture
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10/14/2011

You make the case for not over selling your self. It is easier living up to low expectations than struggleing to hit the high you have promised.

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