Short coaching video by Kenny Chapman (the "blue collar coach") arguing that businesses must give customers what they want or risk losing them to competitors. He illustrates the point with an anecdote about a customer (Christy) switching ketchup brands to avoid high fructose corn syrup, and generalizes to business offerings such as service hours, guaranteed appointments, customer service, and ease of doing business. The message emphasizes proactively meeting customer preferences rather than trying to win them back later.
Chapters
Hey, everybody, Kenny Chapman here, the blue collar coach, coming to you with this week's video version of Freedom Friday Focus. This week I'm in the north woods of Wisconsin working with one of my amazing clients, doing our training and ride along program. And we're talking in the Freedom Friday about giving your customer what they want. Because here's the reality. If you don't give them what they want, somebody else will. Will and I tell the story about Christy searching for our ketchup. There's a particular ingredient that she's not fond of in certain food. High fructose corn syrup. She doesn't want it in our food, therefore she doesn't buy products that has it. My old staple standby for years and years when I was growing up as a child was Heinz. Now Heinz has high fructose corn syrup in it. So as we look at this, she says, well, I gotta find another brand. So years ago, she switches brands of ketchup. Now suddenly, a few weeks ago, I was in Scottsdale, Arizona and I'm in a grocery store and I see, hey, there's this new natural Heinz product. This particular product doesn't happen to have the high fructose corn syrup. Now the point of this is, will Christy switch back? I don't know the answer, but my guess is no. Because another brand was more conscious of her wants, needs and desires. Therefore, they had something that manufact the product that she wanted, so she went there. Now this other company tries to play catch up and now they do make a product that has the ingredients that she wants. But will she come back? What's the point? The point is, if we're not giving our customers what they want, somebody else will. And even if we try to play catch up and come back around, will they switch back? I don't know. You'll have to ask Christie. I guess. So we're not talking about ketchup here. When it comes to our businesses and our goods and services. We're talking about our product. That could be after hours service. That could be guaranteed appointment times. That could be great customer service. That could be more options for customers to give a choice to. That could be easier to do business with. It could be a live person answering the phone on and on and on. What do your customers want if you don't give it to them? So somebody else will. Might as well make it us, right? I'm Kenny Chapman, the blue collar coach with this week's video version of Freedom Friday Focus. Until we talk again. Have a better than fantastic week. And I'LL see you next time. From the Northwoods in Wisconsin.
