Read an interesting article about a small business.
It is a Pizza joint in which, Pizza's are made by hand, ingredients are checked personally by owners, ingredients are bought from local farmers and it is opened only for 4 days.
Customers are loving their pizzas so much that they stand and wait in long queues, as seating capacity in the eatery is very small. Owners of this place do not give much importance to customer experience and do not beleive in getting customer feedback. They know what they are doing, why they are doing and intend to be excellent in making hand made Pizza. Rest everything is secondary for them. Owners work for themselves and continue to focus on things they are excellent at.
A lot of consultants are offering their advice on how to manage customer flow, how to increase customer experience, and stuff like that. And as expected, owners have said 'no' to all their suggestions because of their approach towards excellence on one thing and let other things revolve around that 'hinge of excellence'.
Well, ubiquity has its own advantages and in case you want to own the whole world, ubiquity should work for you. In case you want to change one corner of the world, focusing on doing one thing with excellence should help more.
by Ramesh , on January 19, 2010 4:52 AM
Yes, a good concept. If the product is truly outstanding, it may not matter what service you wrap around it. But the problem is to maintain a truly outstanding product is tough in the long run ; competition will ultimately catch up. So , I think, there's no choice but to focus on service even when the going is good.