[su_quote cite=”Henry Ford” url=”http://www.brainyquote.com/quotes/quotes/h/henryford122318.html#qiuQqyrxpKKK2TXF.99″ class=”post-quote”]It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.[/su_quote]
It has always been the practice in business to attempt to make as much money in the margin as you possibly can. To make as much money off of each individual client as humanly possible. I don’t think that is a valid way to run your business. When you run your business that way, you are doing everything backwards because your focus is money.
You provide a product of decent quality because people expect a certain threshold of quality when they pay a certain amount of money for an item. The problem is that when money is your focus and quality isn’t, you provide the bare minimum quality you can skate by with for the money you’re charging.
I find the idea of making something to the bare minimum quality simply because you’re charging a premium to be morally outrageous. If you can create or craft something at a certain quality level, than to do anything less than that level of quality is to intentionally not do your best because you aren’t being paid enough. It smacks of hubris and is generally very poor business.
In the end you as a business person suffer because you turn away business that can’t afford you – you are so special, after all – and your customers suffer because their inability to scrounge up your “protection money” ends up causing them to get a less than satisfactory product.
[su_quote cite=”Henry Ford” url=”http://www.brainyquote.com/quotes/quotes/h/henryford106096.html#36SKQM1kBFC2VxKI.99″ class=”post-quote”]Quality means doing it right when no one is looking.[/su_quote]
Then there is service. It’s so easy to do a Google search on a business and see just how they treat their customers. Sure, online reviews need to be taken with a grain of salt. After all, it is much easier to get online and leave a bad review because you’re upset than it is to take the time and leave a good review when things went well.
But still, online reviews can be an accurate measure of a company. If they have no good reviews at all, probably a safe bet that something is wrong with their business model. Nine times out of 10, the problem people have with a business is customer service. For example: If I were to leave a review of a Ruby Tuesday I ate dinner at, my review will have little to do with my food – I know what I want, I know what to expect – it will most likely reflect my interaction with my waitress.
When you run your company for profit, to make as much money in the margin as possible – that is to say, as much money per customer – then customer service becomes an obligatory necessity, much like your minimum standard of quality. You don’t provide customer service because you truly love your customers. You don’t provide it because it is what a good business does: Stand behind its product to the end.
No, you provide service because you haaaave to.
Like a whiney child who cleans his room even though he doesn’t want to, most businesses these days begrudgingly provide a minimum level of customer “service” because they are forced too, lest they lose their precious bottom line.
True business should be run the other way ’round. If a business really wants to achieve success they will focus on their customer first. Providing good customer service is the number one aim of any business. Because without your customer, you have no business. Forget money, forget time and energy being put into helping your customer, don’t think about bottom lines – if you are helping a customer you are servicing your bottom line. If you are helping a customer to the best of your ability, you cannot lose money, you can only gain it.
A true business understands that the only morally acceptable position on production is quality. High quality. The highest quality that can possibly be delivered to your customer. Focus on creating the best product on the market and you will find that you have absolutely no money worries at all. People want a high quality product. They want to be treated with decency. If you can fulfill these things in your business, you’ll find yourself very successful.
This is the approach we take to website design here at Big Wolf. We don’t charge thousands of dollars and we never will as long as I’m alive and a part of this company. To do so, to charge thousands simply to make money on the margin, is morally reprehensible.
Our goal will always be high quality, low price, incredible service. If you’re a business owner, I encourage you to follow my lead and give your customer the best service and quality humanly possible. Start focusing your business on your consumer, not your salary. Focus on the customer, not the profit, and you’ll find that the rest will work itself out.