What Makes a Product Great?
So, what makes a product great? Once while working for a construction company, I was contacted by a customer who had second thoughts about the work they had contracted. It seems a competitor told them they were spending too much. The construction company owner took the time to explain the quality of the work, such as the full-time employee installation team and the top-notch materials used. What makes a product great? It’s 3Ps, the people, the product, and the plan.
He told the consumer if he used cheaper materials and subcontractors, he could charge less, but he wouldn’t do that. He wouldn’t feel good about the job if he did less than best. Then he offered to complete the installation and let the customer decide if it was worth the money. He told the customer he would accept any payment the customer thought was fair. He believed in his people, product, and plan. The customer paid in full at completion.
What Makes a Product Great?
How can a consumer know if a product is worthy? Vetting a product and provider begins with research and continues with follow-through.
Let me ask you a question. When considering a company for a product or service, where do you begin the vetting process? Is it online? And if it is online, what do you look for? Do you search for reviews and testimonials? The vast majority of consumers and businesses do the same. For example, a company searching for our product will likely review us online five or six times before making contact.
According to this Marketing land survey, “90% of customers say buying decisions are influenced by online reviews.”
Can the product be viewed at a brick-and-mortar outlet? If so, check it out. If it’s a service, then ask to see their work. Can you trust customer testimonials? If there are enough, they might be a good indicator.
How about buying the product to learn if it’s any good? That would work, but unfortunately, it’s how we learn the bad about too many products — at a cost to ourselves.
Should we visit the company, warehouse, retail outlet, and staff? That’s probably not very practical, but it could be fun and informative.
The Plan
I remember asking a provider of home remodeling products about their warranty. He told me it was a lifetime warranty that would cover the product as long as I lived in the home, and if I ever sold the house, I could transfer it once, which he said could be an important selling tool.
I asked what the warranty covered, and he told me every part of the product was under warranty. And then, I asked about the installation of warranty products and learned I had to pay for the installation of any warranty service.
The warranty was strictly from the manufacturer, not the provider or the subcontractor who installed it. Neither the provider nor subcontractor had skin in the game. Therefore, neither had little to worry about regarding the quality of installation and warranty claims. If there was a claim, they could profit from it. It wasn’t a good plan for the customer. I didn’t hire them. My point is before committing to a provider, be sure their plan fits your needs.
The People
Check employee workplace reviews. Why would anyone check workplace reviews? What makes a product great? A large part of it is the people and how they stand behind it. Unhappy employees seldom create a positive customer experience.
When a company treats employees with respect, when employees are appreciated and given a mission, they deliver the best goods possible. And when they don’t, well, then the customer might not be their priority.
What makes a product great? I believe it’s the people behind the product. Are they passionate about what they do? Are they personally invested in sharing their time and energy? Do they believe in their product, service, or the problems they solve? Do they take pride in making the best possible product and put the customer first? Are there champions, even zealots among the tribe, who want everyone to experience their product or service?
What makes a product outstanding are the people behind it. Teammates who care translate to well-made products, excellent customer service, and superior installation.
How Can We Help You?
Berger Hargis has a company philosophy of providing personal excellence for all our services. Our growth and success have been due entirely to our commitment to honest, excellent customer service. The company is built on the referral business we have received due to this philosophy.
If we can answer any questions about reseeding your lawn, please don’t hesitate to Contact Us.
And if you’re looking for a career where you can have fun at work, call (317) 243-0100.
About the Author
Randy Clark is a speaker, coach, and author. He publishes a weekly blog at Randy Clark Leadership.com. Randy is passionate about social media, leadership development, and flower gardening. He’s a beer geek, and on weekends (after COVID-19), he can be found fronting the Rock & Roll band Under the Radar. He’s the proud father of two educators; he has four amazing grandchildren and a wife who dedicates her time to helping others. Randy is the author of the Amazon bestseller The New Manager’s Workbook, a crash course in effective management.
Image by Bryan Clayton from Pixabay
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