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Posts Tagged ‘service’

Pricing the Pickle

by Ryan Russel

Before we began, $60 per month seemed a little steep for a 6 year old’s karate lessons. My wife took him to the first few sessions and came back with such glowing reports about the instructor that I had to go check it out for myself. Turns out the dude is very good… and not just at the butt kicking part. He smiles with the kids, learns people’s real names, places jokes in the middle of sessions for the parents, stays firm but friendly and gently employs an “evil pickle'” (a padded green baton) to test the children on their acquired techniques. It isn’t easy to maintain the attention, interest and respect of both 6yr. olds and also adults all while delivering REALLY good karate instruction.

There are defects in his business model to be sure but, I was reminded how personal, high quality and friendly leadership goes a really long way when setting value. Once I experienced the karate lessons I was happy to only be paying $60/mo.

*** Oh, and just so you don’t write this guy off as a fun, groovy kid teacher, I want to mention that his dojo wall is line with his world class accomplishments and articles from every major media source highlighting his personal accomplishments.

[Ryan writes on leadership development at www.RedBikeLeader.com]

why does QUICK & EASY feel so good?

by Matt Adams

Whenever something takes longer than the predetermined time I have alloted for it, I can feel my satisfaction and enjoyment waning. On the other hand some things in life need to be extended: mountain bike riding, a very nice meal with my wife, a good fight scene in the movie and a much needed Sunday afternoon nap. But, finding a critical piece of information or receiving a needed service are not among those items.

Unashamedly, I like to fly Southwest Airlines. Online check-in is quick and easy (although I do have a suggestion about how to make it quicker) and boarding is a breeze. Today I found myself riding ‘twinkie’ on a very full flight to Atlanta via Delta. I don’t love Delta. The online check-in was very SLOW, requiring me to visit 3 more screens than S.W. and also much less user friendly. The ‘boarding’ process had 7 zones, people still mysteriously crowd up to get on and amazingly they found a way for it to take longer getting on. The beverages cost money PLUS they are slow in coming, the airplane & internal tv’s are OLD and even though I could pick my seat, I still have to ride in the middle cause that is all that was left.

I expound on all of this because when it comes to websites, service companies, responses to needs in the world, finding vital or common information, telephone & email interactions… ALL OF THEM should be quick and easy. WHY? Because people just like me and you have already experienced that they can be, so now we won’t find it reasonable or enjoyable to experience anything contrary to that.

This recent clip from Conan illustrates perfectly the modern mindset of consumers — love it or not.