You’ve got a great product. It’s your baby. You’ve raised it up, and set it free. A lot of people like your product and you deliver quite consistently to all those people who just want it shipped to you.
If that is where you are, great! In fact maybe you could share some tips here. A commonly missing component of this picture though is real delivery on customer service. I’m talking about the customers that want to use your product in ways you’d not thought of, or that want something special. I’m also talking about the customers that might even be asking for more than your standard package.
Many small businesses are like a deer in the headlights with these kinds of things. Many medium businesses entertain custom work and handling exceptions, but struggle to deliver due to internal process or poor leadership. Pretty much all big businesses…well if you get a response that could probably be considered exceptional service when the bar is set so low.
If it adds value to your product, if you can gain a follower, if there is a need; why not fill it? Businesses exist to fill needs and desires of customers. Not conforming to the mold of your ideal client isn’t necessarily reason to turn someone down or treat their need with less urgency than others.
They pay the bills because you serve them; so serve them. Add value to them and you add value to your brand.
Great products and poor customer service are common. Some businesses actually turn quite a profit on that model.
A good product and great customer service that seeks to add value to their clients is rare indeed. If it is rare, then it is valuable. It is also much more fulfilling.