Always disappoint your customers, its the best business model
Branding experts will tell you, a brand is a promise you make, and you if break that promise, you will lose customers
Customer service experts will tell you, even foolishly advocate making the customer happy. The customer is always right they say. If you don’t make your customer happy, your business will suffer.
Even my MBA professors, who have spent years researching and educating people on the “how to” of business fall for this myth of customer satisfaction.
Do you, as a customer demand satisfaction? Every time? Come on, are you telling me the truth? There has got to be times where you are willing to take disappointment, and come back for more, time and time again. We are such Hippocrates anyway. A restaurant sends your steak out Mid Rare instead of Medium, and well you will let the waiter know. You may even never go back, but someone else disappoint you and under deliver time and time again, not only are you a loyal customer, you are an addict.
Don’t believe me? well I was in Toronto last weekend, and everywhere I looked, the Blue/White Maple Leaf colors are displayed in their glory. A Toronto Maple Leaf Taxi cap company, Maple Leaf flags, Shirts, Key chains, Hats, license plates, air fresheners, you name it, odds are someone bought it with a Blue Maple Leaf on it. For 40 years now, the Toronto Maple Leafs have disappointed their customers. One loser seasons after the other and the more they lose, the more they disappoint their customer, the higher sales go up. TML is by far one of the biggest sports franchises, and one of the only few in the NHL that make serious Money. They actually earn a lot more that winning teams, even teams that won a championship.
So enough of this make the customer happy business. If the leafs can figure out a way to make money hands over fist by constantly disappointing customers, then who are you to try and win the customer over?
Anyone can explain to me please, why people spend so much money on a loser team like TML?
