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Do You Have A Low HQ?
by Barbara Mencer
You know, money isn't everything. That's true in so many ways, but I want to touch on just one of them for a moment.
When you're choosing a service provider, of course you're gonna look at price, but I would suggest that there's a more important metric, and that's total value.
Here are a couple of stories from recent experience to illustrate what I'm talking about.
I was shopping for shoes the other day and I found a pair I liked that was available at a couple of different merchants. One was a typical mass market shoe store and the other was a more high end retailer. The latter prides itself on providing stellar customer service.
I went to the first store to buy the shoes. Problem. LOTS of people in the store + one salesperson = obvious long delay. So, I left. There was no way I was going to wait around and deal with the aggravation. I'd rather spend more money on the shoes at a higher end store and get the customer service I want. My time and serenity are worth more than a few bucks. The total value received was better from the nicer store.
Second story. Same time period. I made a mistake that reinforced the message for me. I went to a big box retailer to have my oil changed. It was only $26.88 and nobody was in the bay when I pulled up, so I'm thinking it'll be cheap and quick. An hour and twenty minutes later, I'm finally ready to leave. Never again.
A couple of days later, having learned my lesson, I took the other car to a quick lube place that does nothing but oil changes. I figure they have to be better. Oh yeah.
The guy walks up to my window as I drive up. I'm impressed already. He asks me what I want, pulls the car into the bay, and nine minutes later, it's done. He reviews what they did to bring fluid levels up and such, something the other place couldn't be bothered to do. I paid and I was gone ... $41.
Now which was the better deal? Clearly, the second place,by a long shot, even though it wasn't cheaper. An hour and ten minutes of my time is worth a whole lot more than $14, not to mention that I'd be just that much younger today if I hadn't had to endure the waiting room experience at the first place.
I'll be going back to the quick lube place, because they treated me right.
So, what are the lessons we can learn from this?
When you're busy running your business while trying to also have a life, go to the people who treat you right and make your life easier, even if it costs a little more ... not that it has to.
Reward and patronize those who give you that total value ... that combination of price, convenience, and service that serves you best. You have only a certain amount of time and energy in your "bank" each day, and they're best spent operating your business, spending time with the fam and enjoying life, not waiting in line.
On the flip side, as a business owner, make sure you make it easy for people to do business with you. Respect their time. Streamline your processes. Don't keep people waiting. Work at reducing your HQ.
Huh?
That's your Hassle Quotient, a measure of how hard it is to deal with you and your company. You want it to be as low as possible.
And if it's really low, you know what? Even if you aren't the cheapest provider in the area, people will stay with you or come back, because you not only provide great service, you also honor their need for a low hassle experience. The value for the money is better.
No, money isn't everything. Quality of life is. Make yours better by both seeking out and offering the total value experience.
Warmest regards,
Barbara | 
