FUNDAMENTALS RULE! I read so many articles and hear so many conversations, presentations and podcasts about the next big thing! How we need to be early adopters of the next trend or technology. How our customers want or demand that we have the latest gadgets, apps and ideas. Stuff, that if we don’t embrace it, will put us in the dark ages.
Well before you go reaching for the can of special sauce, super dooper leverage tools or special gyzmos, think of this.
The special stuff is the icing on the cake. It doesn’t matter two hoots if the the fundamentals are broken! There’s a hotel chain that gives you a warm chocolate chip cookie when you check in. Nice! And yum! But it doesn’t count if the receptionist is rude or the beds are hard or the bathroom is dirty. Want to call me up and offer me extra free data if I extend my mobile plan. I would love it, except it took you two hours to answer the phone last week when I had a problem. I can order my own burger, made to order. Fantastic! If the place didn’t smell and look like a garbage dump, I just might do it.
So before you get all gung ho about getting the next groove on, get your house in order. Know EXACTLY what the fundamental needs of your customers are, and get those right 100% of the time before you step it up and Play a Bigger Game.