Do you know what your customers are tolerating about your product or service today? Is it an area of risk where you may lose them as customers in the future?
Often when a product is new and innovative, there are things we live with because what we are getting out of it outweighs the pains. We do this until something else comes a long that is better. Or our pain starts to outweigh the gains.
As one example… when mobile networks were new people didn’t mind dropped calls. Yet if the same thing happened on a landline we would have been outraged. We were happy with the ability of making calls anywhere. We also paid a premium for this lack of quality.
Now, with mobile being the standard product, we aren’t so happy with dropped calls. We are expecting a higher standard of quality.
The point is do you know if there are things that your customers are tolerating today that they might not tolerate tomorrow? Do you have a way of finding out? Or do you just think because a customer continues to pay today, that there is no risk for the future? Or are afraid to poke-the-bear and rattle a customer about something you can’t address today.