Through the recent turn of economic events, companies have understandably looked for ways to cut corners. More work spread over fewer people. A shift to the “same” merchandise but with higher profit margins. Less expensive ingredients making up the whole.
So are you really offering the same cup of coffee, sandwich, salon experience or customer transaction as before? Or is it just a tad – shall we say – watered down?
Don’t kid yourself into thinking no one notices.
Sure, you MIGHT be able to pass off your super shrimpy shrimp poboy with a shrimp or two less without a ruckus. But then the Corner-Cutter goes on a snipping spree. They didn’t notice the shrimp, so let’s switch to frozen fries, and use a less expensive (read – generic) bread, skip the pickle, serve it on thinner plates and charge for extra condiments.
After this nose dive into the pot of sub-par offerings – you’ll be lucky to have any loyal customers left.
Folks become very aware of quality once its gone. It isn’t a fuzzy, “eh, they won’t miss it” luxury item. Quality separates you from the standardized pack. Quality – or lack thereof – is part of your brand. Where your quality goes – your reputation quickly follows.
Which way are they headed today?
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