“Do what you do so well that they will want to see it again and bring their friends.”
Can’t Get No Satisfaction?
My home town, Atlanta, has accomplished something no other US city has done - lost two NHL professional hockey teams to Canada! Several US teams came from Canada to more money and fans down South. But we sent the Thrashers to Winnipeg after sending the Flames to Calgary in 1980.
The team’s fan base, although loyal, didn’t frequent them enough. On the day of the rally in downtown Atlanta to keep the Thrashers, hundreds of loyal fans showed up. That same day, over 4,000 fans bought tickets in Manitoba, setting a professional sports record.
Atlantans just didn't show up frequently enough to watch the team play. The Thrashers came in near the bottom of NHL attendance for most of the 11 years they were in town.
Were their fans satisfied? Well, sort of… Were they loyal? Yes, the few who showed up were. But the city craved more that the team didn’t give them.
On the other hand, Atlanta’s new soccer team, The United, just won the MLS championship in only their second season in existence! Even more impressive is that the United are the ONLY local professional sports team to completely fill the new Mercedes Benz Dome stadium. The Falcons have never accomplished this. Frequency in attendance determines success in dollars.
I’ve heard for years, “Give your people what they want, and they will be satisfied with you.” But I realized one day that if a competitor can give it to them better, faster, with less hassle (or online clicks) and with more value added... you will go out of business.
We can get “satisfaction” just about anywhere…
Most of the time, we don’t like just “satisfactory” service. We like to be catered to and treated like we are important. We like the “extras” that organizations will do for us to get and keep our business.
People will be “satisfied” and still not do business with you. I am satisfied with the service department at my automobile dealership, but they are too far from my house, so I don’t drive the distance when I need service. I am satisfied with a local restaurant but tired of the same old thing week after week, so we don’t eat there as often.
“Customer satisfaction” is bogus.
On most questionnaires, “satisfactory” is only one grade above “poor.” Who wants to receive service just one step beyond poor? We deserve better…