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The Mastery Paradox

Discussion in 'General Business Forum' started by columbo, Dec 26, 2017.

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  1. columbo

    columbo UKBF Regular Free Member

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    Have you ever come across a business where the owner or staff are masters at what they do. They are passionate, they work effortlessly. Ask them a question, you get an accurate answer based on years of hard-won experience. You get the impression that if you blindfolded them, they would still do a great job. Sounds too good to be true right?

    Well, yes. A very interesting thing about these business owners / employees is that they don’t really do sales or selling. It anathema to them. Moreover, they don’t do the whole sugar-coating answers to customers. To be frank, they come across a rude and gruff. Trade customers and so-called pro-sumers love the consistent quality of their work. In fact, they swoon about them. But when Joe or Mary Soap then hear about the recommendations and visit their shop and cannot understand what all the fuss was about. They are ignored when they visit the store. They ask them a question and get a grunt back. Or, they phone up looking for a quotation and are given a short, sharp and curt reply.

    I know 3 separate businesses in my city where the exact dynamic as described above is happening. They would make a fascinating case study of the importance of customer service. As a matter of interest, has anyone else seen a dynamic like this before in a business. Do you think businesses like these can survive in the era of online reviews?
     
    Posted: Dec 26, 2017 By: columbo Member since: Jan 27, 2013
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  2. Mitch3473

    Mitch3473 UKBF Regular Free Member

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    Yes....does anyone really take online reviews as gospel. Easy to call someone sat behind a keyboard. Great personnal customer service and word of mouth still goes a long way. Long may it/they continue
     
    Posted: Dec 26, 2017 By: Mitch3473 Member since: Aug 25, 2011
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  3. Clinton

    Clinton UKBF Big Shot Free Member

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    I'm a "master" at what I do. I really don't like "sales or selling". I don't do "sugar-coating". I come across as "rude and gruff".

    I do alright. ;)

    The answer to getting more business is not more sales, or better sales, it's doing a better job than everybody else/ building a better product than everybody else / simply being awesome :p
     
    Posted: Dec 26, 2017 By: Clinton Member since: Jan 17, 2010
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  4. Mr D

    Mr D UKBF Legend Free Member

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    If I want a salesman I speak to one, if I want great customer service I speak to someone doing that. If I want an item built to my specs by a master of the craft then I get the master to build it.

    There will be some people who are brilliant at all aspects of what customers want. Most bigger businesses appear to specialise.
     
    Posted: Dec 26, 2017 By: Mr D Member since: Feb 12, 2017
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  5. The Byre

    The Byre UKBF Ace Free Member

    9,036 3,538
    As @Clinton has implied, it is the usual professional services situation.

    We get much the same thing - we don't want punters asking for our services, because they are bound to be disappointed. Amateurs/punters/one-man businesses/hobbyists are nearly always a PITA. Every time one of those walks in, one spends far too much time explaining the facts of life to them.

    Printers suffer most from this. Punters come to them with Word documents (or worse!) and expect them to be able to print off just 1,000 copies, but on an offset machine. TV stations get local businesses with home-made ads to run, with colour balance, format and sound-levels totally wrong. Recording studios get bug-eyed pimply girls wanting to sound like stars and teenie thrash bands that can't keep the beat. Film studios get time-wasters that want to know what it would cost for just a couple of hours of studio time. Accountants get one-man businesses that just want to spend £200 for the end-of-year stuff and then turn up with a bag of invoices and other random bits of paper.

    The prime objective of a business, is to provide the owners with a benefit. This can be profit, or this can be the creation of equity, or this can be a pleasant lifestyle - or perhaps a mixture of all three. To achieve this, the goods or services provided have to match the needs and wants of the customer and do so in such a way that both sides profit from the exchange.

    Both side have to have matching needs and offers and these must dovetail together. No amount of marketing can overcome a mismatch!
     
    Posted: Dec 27, 2017 By: The Byre Member since: Aug 13, 2013
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  6. columbo

    columbo UKBF Regular Free Member

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    Great post Byre - reflects reality very well. And they don't teach this stuff in business schools...A plumbing supply company was recently telling me how they have to deal with the "Saturday Brigade". DIY enthusiasts and husbands sent by their wives to find a nut to fix a radiator. And as you say in your post massive PITA to deal with. Endless questions, call-backs etc. Their counter staff dread dealing with them.
     
    Posted: Dec 27, 2017 By: columbo Member since: Jan 27, 2013
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  7. Alan

    Alan UKBF Legend Full Member - Verified Business

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    Interesting use of the word 'store, from that ( and the style of the post ) I'm thinking you may be American ( in English we use 'shop' a 'store' is where you store things, in American English a 'shop' is where you fix cars ) but that is not the point

    As three grumpy masters have pointed out I think, that "a short, sharp and curt reply" is customer service, as in it sorts out the customers that are valuable to service and those that are not. Try phoning me and asking for a cheap website, grunt ...
     
    Posted: Dec 27, 2017 By: Alan Member since: Aug 16, 2011
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