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Customer Service or Product?

Written by: Russell Bowyer

Article Overview: A question that many businesses should ask is "Is customer service more important than Product?" A very good question and one that deserves some thought...I do not think that these two elements to a business are mutually exclusive in that you have to choose one or the other, but one thing that I would advocate is that businesses should not get too caught up in perfecting a fantastic product, whilst forgetting the all important ‘Customer Service' aspect of the business! Take McDonalds as an example for a moment and take a look at what their business is all about...well firstly, we all know they sell burgers and let's face it, they are not the best burgers in the world. If their burgers were put into a competition against burgers from other businesses, they would probably lose big time.

Customer Service or Product?

A question that many businesses should ask is "Is customer service more important than Product?" A very good question and one that deserves some thought...I do not think that these two elements to a business are mutually exclusive in that you have to choose one or the other, but one thing that I would advocate is that businesses should not get too caught up in perfecting a fantastic product, whilst forgetting the all important ‘Customer Service' aspect of the business!

Take McDonalds as an example for a moment and take a look at what their business is all about...well firstly, we all know they sell burgers and let's face it, they are not the best burgers in the world. If their burgers were put into a competition against burgers from other businesses, they would probably lose big time. However, what McDonalds do have is a reputation for great service, but more importantly you know exactly what you are going to get, no matter where you are in the world!

So I would argue that McDonalds have focused most of their attention on customer service and the ‘Experience‘ that customers enjoy when they visit a McDonalds store no matter where they are.

Please do not get me wrong here, I am not suggesting that you try to sell shoddy products or services, because your business will soon fail if you do so, as you will certainly not get repeat custom if your products are not up to scratch...take a look at the UK-care industry and how this ended in misery, whereas companies like Mercedes have a great product and an excellent back up customer service too.

It is all about a balance and making sure that you keep a focus on every aspect of the ‘experience' your customers have when dealing with your business...ultimately to make sure they come back time and again, which is just one of the 7-ways to grow your business.

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Article Tags: best burgers, big time, good question, grow business, grow my business, mcdonalds, service aspect, time customer service, two elements



Related Forum Posts
Re: Service Or Product? - I agree with starting a Service-based Business in the economy. Here is what I think is critical: 1. Researching that your Service business has a market. 2. Marketing the Service with as much leverage as possible. 3. Product-izing the Service (aka Package Expert Knowledge). This will only help elevate you as "the" expert in your niche and make you accessible to people in different price points.
Show the Benefits - Offer a free test drive of the Product or Service with a Money Back Guarantee - Take the Risk out. This will help them make the decision but you have to work with them to realize it by explicitly state the benefits they are receiving.
Offer Credit instead - I'm not sure if ChrisH was referring to this but i'll state it more expicitly .. Charge upfront and offer a refund of double the value back in "Credit" towards your Product or Service you have for sale at the end of the event.
Marketers, Learn What You Can, Cannot Control Online - I am a Customer Service Representative in my company so naturally every once and a while I get angry customers fed up with my companies policies. Oh! I remember one day on my way home from school I was walking by a gas station and there was a man with a huge cardboard sign outside a small car mechanic business telling people not to go there because they are crooks. I am pretty sure they lost tons of business. I know my mama kept away from there after I told her about it. I found it pretty funny. I wonder if the guy got arrested or fined though....
Wearing different hats in Business - I have a business that produces beautiful custom rugs for home and business environments. Different hats that I'm wearing... Rug Fabrication - 10 [i:21cr28m8](partially outsourced to an outfit here in the US)[/i:21cr28m8] Customer Service / Sales - 8-10 Bookkeeping - 1 Marketing - 6 Website development - 5 [i:21cr28m8](mainly outsourced)[/i:21cr28m8] SEO, SEM - 6-8 Accounting - [i:21cr28m8](outsourced)[/i:21cr28m8]


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