Hard Choices: When Customers Want Filet Mignon on a Filet O’Fish Budget

It’s human nature and business nature to want to over-deliver and exceed your customers’ expectations in terms of product value and service value.  In many instances, it’s the survival instinct kicking in where you are fearful that if you don’t over-deliver you could lose the customer to a competitor and then you’ll go out of business, go on unemployment, become homeless, and wither away into obscurity.  Obviously, that’s a little drastic and as radical as that sounds, I’ve seen many sales professionals and many businesses behave this way.

And of course, we behave this way because “smart” customers know which buttons to push to increase our anxiety and make us do whatever it takes to “make them happy.” And then there are the customers who aren’t really trying to manipulate the system or take advantage of vendors, but simply wake up every day with filet mignon tastes but only have Filet O’Fish budgets (nothing against delicious Filet O’Fish sandwiches or our dear clients at #McDonalds)!

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