That Awkward Moment
I love asking business owners and managers “Who do you think you are?” I’m not trying to pick a fight. What I’m really asking is “What makes you different and better than your competition?” But that’s a pretty boring question. Generally, those who give me a concise, thoughtful answer run growing and profitable companies. Those who can’t, don’t.
We’ve written a lot about figuring out what makes you different and better than your competition, but sometimes being committed to your unique value proposition leads to difficult conversations with customers and prospects. Being different will certainly help your company stand out relative to the competition, but it can also feel pretty uncomfortable at times. I will never forget a customer visit with Billy that illustrates just how difficult being committed to being different can be. We were visiting with Randy and Rebekah Akins, the owners of Aztec Fire and Safety in San Diego California. Randy was on the phone because he could not get to the office that day, and Billy, Rebekah, and I were sitting in Rebekah’s office. Randy led off the conversation with an observation on why he had abandoned his last customer service platform and selected ServiceTrade.
“The last application we used really screwed up our QuickBooks, and the most important thing ServiceTrade can get right is an elegant integration with our accounting application,” Randy declared through the phone speaker.
Uh oh, I thought to myself. This is about to get really interesting. Billy didn’t let it go as I hoped he might. Randy had just signed up with ServiceTrade the week before, and I guess Billy was pretty confident that Randy had already written and mailed the check because his first response was a verbal punch in the mouth for Randy.
“Well then, you are likely to be disappointed with ServiceTrade if an elegant QuickBooks integration is what is most important to you. We focus most of our research and development spending on innovations that help you make more money from your customers through great customer service. We believe making more money and great customer service is far more important than how you send the information to your accounting application.” Billy wasted no time getting to the heart of the conflict, and Rebekah and I stared awkwardly at each other wondering what was going to happen next. I personally was happy that Randy was not in the room because he seemed to be spoiling for a fight after wasting a year or more on an application and then switching to ServiceTrade to solve what he felt was his most important problem – QuickBooks integration.
“That’s a pretty arrogant thing to declare in the first meeting with a new customer. Basically, you are telling me that what I want is not important and that you guys know better than the customer. We are going to be very disappointed if you can’t help us with this QuickBooks problem.” Randy wasn’t backing down either. I felt I should do something, but this experience was like watching a train wreck, and I felt paralyzed. I literally couldn’t speak or move. Billy continued with “We certainly don’t mean to be arrogant, and you guys are important to us. I hope the QuickBooks thing works, but it might not. If you stick with us, however, I can promise you in six months you will be thrilled with how much easier it is to take care of your customers, deliver more services, raise your prices, and attract new customers.”
“We have already written the check, and we plan to make every attempt to be a good customer. I hope you are right because our last experience with technology was a huge disappointment,” Randy closed the door on the fight, and we moved onto more comfortable ground with a conversation regarding the training and data migration plan for Aztec.
Fast forward eight months and Billy and Randy are best buds. Randy and Rebekah’s business is growing like crazy, and they feel like ServiceTrade has made them stand out in their market. They are selling more services, earning a premium, and attracting new and better customers to their brand. Billy took a calculated risk in that first conversation because he knew that the best ServiceTrade could do regarding a QuickBooks integration was not going to impress anyone. QuickBooks is low cost, basic accounting application that is easy to use, but it has severe limitations regarding how third-party applications interface with it. There are no APIs for the desktop version. Besides, having a QuickBooks integration is not what sets ServiceTrade apart in the market. We know who we are as a company, and our mission is to help commercial service contractors use technology to deliver amazing customer service and become more valuable to their customers. QuickBooks has no bearing on that mission.
Do you know who you are as a business? Do you know what makes you different and special in your market? Can you confidently tell your prospects that you don’t care about being the low price leader and explain what unique value you can offer them instead? Can you explain why your program will reduce inconvenient and expensive breakdowns in the future? Do your customers know who you are? Commit to being different, even if it means being uncomfortable, in your early engagements with customers and prospects to overcome the bad habits they’ve learned from your low-end competition.
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