Tony Hsiesh, the CEO of Zappos, has once famously said: Zappos is a customer service company that just happens to sell shoes.
How is this not the general rule for any company, in any industry? How is this not the bare minimum requirement to strive, or to even survive, as an organization?
Well, unfortunately, this is not a given. We can all think of a few companies we’ve recently interacted with that fail to live up this mantra. Maybe that restaurant, with the really bad service? Or that store clerk you recently crossed paths with? And let’s not even get started with the online shops or delivery companies… Things don’t get any better in the B2B sector either. Remember that vendor that keeps pushing the delivery date? Or that client that just forgets to pay on time, every single time? Or that freelancer that just vanished right before the deadline?
None of these scenarios are new to us. And while we can change some right away (stop going to that store or to that restaurant), with others we’re kind of stuck with. And this is where opportunity lies.
Many of the companies that are a big deal today (and that I personally admire), entered the market with one clear mission statement: we can serve you better. Wheteher it is a better product or a service, they all won marketshare by caring about their customers and listening to them, each step of the way.
And ss long as I can remember, this has been the only true constant in all my entrepreneurial ventures. Back in the X3 days, our mission was to create value for our customers, serve them as good as we could; [e-spres-oh] was built on the same guiding principle right from the get go. But I also knew that my most important job is to serve and support my team, no matter what.
So, if you’re considering becoming an entrepreneur, but have trouble coming up with that mind-blowing, genius idea, don’t let that stop you. Look around, see what’s broken, figure out how you can be of service to others, and get started.