I have a Secret…..
Posted in Service Management Update, Michael Wedemeyer on Sep 26th, 2008 No Comments »
… I have a secret….
Much to the disgust and horror of many of my participants, I AM A MAC FAN! So much so that my work AND home laptops are macs, my HDD/ wireless router is a mac, I have Apple tv, 3 ipods and yes – I HAVE AN iPHONE…..
And WHY??? – maybe because of the functionality of all products, maybe because of the ease and integration, and maybe even due to its aesthetic appearance… but really even I am aware that the only reason I got into Apple was because of its marketing!!!!!
My first Mac was sold to me via ads of Utopia! I knew that I could buy a PC with the same functionality, and maybe it might even come in an aluminium casing… but could a PC make me feel good???
Seriously speaking – it was the perception of the value of the product that made me believe how good it was… sure there are flaws in all the products I won – and I can honestly say that frustrations levels rise at times re them…. BUT I accept it, and at times condone it… BECAUSE its an APPLE
As ITSM providers – the perception of our service can greatly affect the value…. It may not matter how excellent your service provision is – if its not perceived as worthwhile – you will always get complaints!
So – my advice… package it so it’s aesthetically pleasing…. Market your services like their life is less without it….. – even make it WHITE!!!!!
If they think they are getting a great deal – they will appreciate it more! – (the saying about ice to Eskimos seems relevant here…)
Hmmm….
As for me…. When asked about how my iPhone is going…. “I’m still getting use to it”…..is my usual response… (but we all know the real answer….) maybe another blog…
Till next time
Cheers
From The Team at The Art of Service
Michael
