You need to consider the four factors that affect customers' experiences - Quality, Price, Service and 'Intellectual Capital', i.e. how the purchase grows their knowledge and skill - and the balance of these four that you will deliver. You cannot compete at zero level in any of them!
“Even if you already provide unsurpassed customer service, you can
still learn from the top firms”
Even if you already provide unsurpassed customer service, you can still learn from the top firms. For example, what could you learn from Disney? Their theme parks charge for entry, not for time spent inside. But they don't charge for entry to their stores because the experience is less than at a theme park. You might even wonder what Disney would have to do to their stores to justify charging for entry, but without destroying demand for the theme parks.
Mapping this onto a professional services firm, you might have a minimum price for all customers. If you do, what should be in the minimum, or standard, package to induce people to pay your 'entrance fee'?
If you want to create wealth and remain relevant, you have to decide how much effort you and your team will put into creating and testing new ideas such as these, versus time and resources spent on executing existing ones.
If you agree with these thoughts and would like to find out more about structuring your business in a better way, selling properly, how to make sales without selling and get paid what you're worth,, visit www.sws3.co.uk to download 30 more free practical ideas you can implement straight away in your business.
Service providers who charge for their time or their materials, or whose prices are influenced by their competitors can find out how to get paid what they're really worth at www.sws3.co.uk
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