I’ve two younger daughters (ages 4 and 7) who love enjoying with Legos. I get pleasure from serving to my ladies with their constructing tasks, however I made a decision to go all in and purchase an grownup Lego undertaking for myself. At over $100, the grown-up Legos are severe enterprise. It’s a high-end, premium product. (Disclaimer: The writer doesn’t have a monetary curiosity or promotional relationship with firms or merchandise talked about on this article.)
Quick ahead just a few weeks and I’m engaged on a 3-D globe, made solely out of Legos. I received about two-thirds of the way in which by way of the directions when out of the blue I seen a small, however important piece was lacking. I couldn’t end the globe with out it.
At first, I believed the canine might have eaten it, or that one of many ladies hijacked it. We appeared all around the home and double-checked the field by which the globe got here. However we couldn’t discover the lacking piece. I didn’t assume Legos uncared for to incorporate that lacking piece. It’s a particularly well-run Danish firm and their high quality management is second to none.
So, I referred to as the native Lego retailer to see if they might promote me the lacking piece with out having to purchase an entire new set. Based mostly on my encounters with different shopper merchandise firms for the reason that pandemic, I anticipated a problem. Even when that they had the lacking piece in inventory (not going), I assumed they might rake me over the coals for extra money — plus delivery and dealing with prices after a three-week wait.
To my shock, the pleasant service rep mentioned, “No downside. Simply go to the again of your instruction handbook, discover the lacking piece quantity, inform us what it’s, and we’ll ship it proper over to you.” After I requested, “How a lot?” she simply laughed and mentioned, “No cost, or course.”
When it appears everybody you do enterprise with nowadays is attempting to squeeze slightly further revenue from you, I used to be thrilled with my Lego expertise. They didn’t accuse me of shedding the piece or not checking the field it got here in fastidiously sufficient. They simply wished a buyer to be glad and to get pleasure from engaged on their Lego undertaking.
So, I went to the Lego web site, typed in my lacking piece quantity and hit submit. A number of seconds later I obtained a message informing me: “The piece is on its method. We hope you like the product. Name us when you want something.”
Consumer relationship classes from a toy maker
That received me pondering. Is a toy retailer providing a greater expertise than you’re? Whereas this might have been a chance for Legos to squeeze a buyer like me, they know they’re the market chief with a well-earned popularity for high quality. It’s a premium product and so they cost accordingly. In the event that they tried to squeeze me for some more money, I’d have been fairly irritated and by no means would have bought one other product from them. I’m certain they’ve already figured that out.
As an alternative, Legos gave me an important expertise, which I’m very happy to inform others about. Should you don’t assume I’m glad to share my buyer experiences with others, see my latest column, “Discover your consumer’s key lime pie.”
As CPAs, we needs to be asking ourselves: “What’s our premium providing and the way will we cost for it so shoppers don’t have to fret in regards to the meter operating each time they name us — and so we don’t have to fret about easy methods to invoice them?”
Nobody likes to get nickel-and-dimed, whether or not it’s the grocery retailer, the cable firm, the automotive dealership or your CPA agency. The one corporations nickel-and-diming shoppers are those reducing naked bones on their margins, in order that they should cost for each little factor.
Most of your shoppers simply desire a single all-inclusive invoice from you; they don’t need to be paying hourly charges or for a la carte providers. By the identical token, most CPAs I do know wish to take a consumer name and never have to fret about billing them for it.
Lego Group’s slogan is “When solely the perfect is nice sufficient.” What ought to your slogan be?
Because the outdated saying goes, you’ll by no means get fired for sending a consumer a $6,000 bill, however there’s a very good probability you’ll get fired for sending a $60 bill. Legos sells plastic toys. If they will have a premium providing, so are you able to.
Have a greater suggestion for consumer pricing? I’d love to listen to from you.