Everything we do will always come down to people. We may be serving governments, another business, but ultimately, at the other end of every decision, it’s people. And what do people seek; ‘someone to take away their headache.’
We call this good customer care, we call this quality service, quality products, fast delivery, convenience, affordable, name every other word we use. But all these words boil down to one thing; ‘take away people’s headaches.’ People hate headaches, they will always switch to the person that takes away their headache.
Why do people go to travel agents for air tickets? It’s because they want someone to be responsible for the headache. You hire a security guard, because you want someone to take away your headache. That’s why people walk into expensive places, because they’re certain their headaches are being handled.
It doesn’t matter what age, what moment in time, there won’t be a day when people won’t wish to have someone take away their headache. And if you build a business model around this simple principle, you will always have the edge. If you can become that business that takes away people’s headaches, then you get rewarded with profit. It takes great listening to be able to take away the right headaches. No one wants a headache. At worst, your business should not be a headache.
Most banking is a headache. Most financial transactions are headaches. A visit to the hospital is a headache for many. Organizing an event is a headache. Build a model around taking away people’s headaches in whatever category or customer segment you are serving. That’s the secret.
Photo by Justin Lim on Unsplash