Quality, Reliability, Be Nice

Issue 009 - 2019-03-18

Lesson: Never underestimate the value of our customers liking us

"You're not giving me any attention" our five-year-old complained. We like doing exercise in the afternoons. I jog, Efi cycles and Helene does speed walking. Efi was right. We were deep in conversation. I was explaining the principles that I wanted to write in this newsletter. Usually this is our special time where Efi and I talk about all sorts of things.

I had tried to write down my thoughts, but found it very difficult. Explaining it in person was easy. After a couple of kilometres of ignoring our little one, I realized that a simple solution was to explain it on Periscope. You can watch a replay here.

It is much easier selling to existing customers than finding new ones. To keep them as our clients, we need:

1. Quality
2. Reliability
3. Be Nice

When we have all three, chances are that we will have so much business that we will need to increase our prices. If we don't, we will lose one these and have only two.

Two is enough to stay in business. We can be the nice guy who is always late, but who produces amazing work. Or the punctual friendly plumber, who leaves behind a big mess in the kitchen. Even the Soup Nazi from Seinfeld had a great business, despite his brusque nature.

One is not enough. Customers will go elsewhere.

I hope you enjoy the periscope recording. I am busy doing an experiment on myself at the moment. Today is day one. I won't tell you what it is yet, because I first want to try it out on myself. If it works, it might have some potential to rewire your brain about food. Let's see if it works for me. Until next week.

Kind regards from your friendly entrepreneur

Heinz

Living Entrepreneurially Archive

• 012 - Crashproof Your Business
• 011 - "Was weg ist, ist weg"
• 010 - Fear of Rejection
• 009 - Quality, Reliability, Be Nice
• 008 - Be Prepared
• 007 - Riding School
• 006 - Inner Dynamo
• 005 - The Fuel Light is ON
• 004 - "I filled it in exactly as your father did"
• 003 - The Espresso Machine Guy
• 002 - "Escape is Giving Me Bad Dreams"
• 001 - The Cleaning Fluid Injection Device

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