I often refer to significant quotations.
I write them down and collect them.
And refer back to them.
These are quotations that I have read or heard that I believe are very meaningful. These quotations have had a positive effect on shaping my life, and they have helped to make me who I am today.
When I read over these quotations, they positively affirm the choices in life that I have made to arrive where I have, and where I am right now.
I have a significant collection of relevant quotations, and I’d like to share two of these quotations with you today.
Firstly, former British Prime Minister Margaret Thatcher is quoted as saying:
“If you just set out to be liked, you would be prepared to compromise on anything at any time, and you would achieve nothing.”
In business, it is impossible to please everybody all the time.
For example, there will always be customers who believe that your prices are too high, despite the fact that they know that your prices represent exceptional value and are reflective of the great service that your business provides.
And there will always be employees who are looking to put in less than 100% effort.
In business, it is impossible to please everyone all of the time.
You can’t offer great service, best quality, and lowest price all at the same time.
That’s impossible.
And so to achieve lowest price, and to compete on price, you will need to compromise on the quality of your goods, or the quality of the service you provide.
And in compromising your standards, as Margaret Thatcher said, you won’t keep everybody happy.
Following on from this:
Following on from this thought, one of my mentors John R. DiJulius III said this:
“Making price irrelevant – based on the experience your customers consistently receive, they have no idea what your competition charges.”
DiJulius believed correctly, that there is a percentage of the population out there who will value the service that you provide them SO HIGHLY that no matter what your business charges these customers, they will believe that your business and product or service represent EXCEPTIONAL VALUE, and they wouldn’t consider going anywhere else for that same product or service.
In so doing, the EXPERIENCE that your company has provided has been so exceptional that you have successfully made the price that you charge irrelevant.
Statistics show that 20-25% of the population out there display this high degree of customer loyalty, because they truly value the experiences they receive when visiting certain businesses.
What I have found:
What I have found, in my own dental practice and in the dental practices of my clients, is that when we have focused on creating an environment of exceptional care and service towards all of our customers, we have truly moved our businesses away from the noise and pollution of haggle and mediocrity and raised it up into the rarefied air of greatness.
It was a process that I learned in my own business by trusting myself.
And it’s a process I teach my own clients to achieve by metaphorically holding their hand as they learn to trust their own abilities and believe in themselves.
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Dr. David Moffet BDS FPFA CSP is a certified CX Experience coach. David works with his wife Jayne Bandy to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how David and Jayne can help your business