Your product (or service) doesn’t have to be perfect to be loved by your customers.
That’s something I was reminded of today when I hopped into my car and saw that the outside air temperature was reading 122 degrees Fahrenheit (that’s 50 degrees Celsius). Since I was wearing a jacket and still a little chilly, I realized that it might be time to take my car into the shop.
Of course, that wasn’t the only reason I was taking my car into the shop. Here is the laundry list of issues that have cropped up over the last couple of months:
- Driver’s side automatic window button partially broken
- Passenger side rear window button partially broken
- Center console cup holder partially broken (tried to pull out my water bottle and the whole damn thing came out…actually kind of funny)
- Some electric short is causing the warning indicator to show a problem with the passenger side rear lights, even though there isn’t a problem.
Aside from that, I know that the automatic window mechanisms are prone to failure…meaning the window mechanism will randomly break and the glass will fall into the door. One has already failed. My girlfriend’s car (same model) has had all four windows break…and the mechanic at the dealer’s service center said that the manufacturer did a bad job and put in cheap plastic parts to save on weight – meaning they will likely keep breaking.
With issues like that, you might think I would be a little more than frustrated with my car. Well guess what? I’m not. I love the hell out of my car.
Why?
Because every day I get in my car I have an amazing driving experience. It handles like a dream. It’s quick. It looks beautiful and I look forward to being in the driver’s seat every day.
Point is, my car is just right in all the areas that really matter to me – and since it does so well in all of the areas that I care about, I am willing to overlook the little stuff…like 122 degree weather in November in Denver.
And I’m not the only person who feels like this. The car that I have has raving fans all over the place – and not just from the car magazines and newspapers. Actually, everyone I know who has owned/owns one says that they loved/love their cars. People actually get excited when they talk about it. From a marketer’s standpoint, that is the ultimate.
It’s kind of like how I feel when I use my iPods…I love to carry them around (right size and weight), they sound great, I dig the interface and they look good. On the other hand I HATE iTunes – I hate it with a passion. But I am not buying an MP3 player for the music software, I am buying an MP3 player for the MP3 player.
I guess what I am saying is this – when designing your product or service, make sure you get important things right first, and if there are some less than perfect elements in the end (not too many), your customers will be quick to forgive you for them.
Want a good example of a product that isn’t getting the important things right? Try the Microsoft Zune. They focused on some stuff that wasn’t too important to people (Wi-Fi), and they skimped on the things that people really cared about (size, weight, number of songs available on their music service). In the end, most people don’t love (or even like) the Zune, and its chances of short-term success are fairly low.
So one last time, focus on the important stuff. Your customers will love you for it.
[Bonus: BusinessWeek has a really cool article about the changes going on at Microsoft, like the Zune. While the current Zune is not so hot, it seems like the long-term plan is revolutionary. Check out the article here.]
(Full disclosure: all of the car repairs listed above are covered by the warranty…so I don’t have to pay to get it fixed. Also, I get a loaner for the day, which tends to be the latest and greatest model, so the pain of getting this fixed is not that great.)