Category Archives: Service

Condiments – It’s the little things that count…

It was the Fox who said, “what is essential is invisible to the eye.” In a world of rapidly changing real and digital landscapes providing your customers with anything that is going to go that extra little 1% can truly pay off.

I came across a super simple story about this timeless piece of wisdom from Seth Godin this morning.


It takes a bold and confident cook to serve a naked hot dog. No roll, no kraut, no mustard.

And a movie shown on a bare wall in an empty room is never going to be received as well as one seen in a crowded theater.

It might be bold to put your work into the world unadorned, but it’s probably ineffective.

We know that a placebo works better if it’s handed to you by a doctor in a lab coat, and that the little show the sommelier puts on improves the taste of wine.

The packaging, the service, the environment, the hours, the interactions, the way it feels to tell our friends–these are all the free prize.

This bonus, the extra free prize that doesn’t seem to be the point of the item itself, is often more important than the thing you think you actually make. The single most effective way to improve your impact is to do a better job of providing it.

Sure, a better hot dog is always appreciated. But when you want to increase user satisfaction, don’t forget to offer better mustard.



The Apple Marketing Philosophy

Today I am simply going to let this picture talk for itself. There is something in this for any business in the game of selling products. Whether it be clothing, technology, ball bearings, you name it.

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Service that’ll make you gasp…How NOT to treat customers

Unless you spent today under a rock you would have heard about the story of  Keara O’Neil and her foray with Gasp employee Chris (a ‘qualified stylist’). You can find the full story and hilarious comments at the Melbourne Weekly site, along with the actual letters. Oh how these things spread…

In the middle of the largest slowdown in 20 years for the retail sector the shortsightedness and unparalleled unprofessional of GASP is a class A example of what not to do. In the military they call this the ‘one man war.’ This is where the stupid misguided actions of just one grunt can have mission critical impacts.

There are unconfirmed reports that this single issue is trending second in Australia today. The fact that GASP are attempting to remove posts from their Facebook and Twitter feeds would indicate their knowledge of social media is up there with their service ethic. Fuel to the fire.

In the words of one Melbourne Weekly comment “good luck in the recession.”

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