There are some business truths that are ignored surprisingly often.
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| You can’t wow ketchup without losing baked beans |
For example, you should wow your customers. Exceed their expectations with surprisingly good service. Bragging about your service removes the wow factor, but you can help manage expectations and put customers in a positive frame of mind.
And you should control expenses. Sometimes that means relying on just in time inventory, or cutting staffing.
But managing expectations and trying to create “wow” moments do not matter when you cut supplies and staffing so low you cannot meet the basic needs of your customers.
You cannot wow your customers without being able to deliver on the routine promises.
You can try, but it’s painting a turd. And it still stinks.
And your customers sure as hell will notice.