Where Customers are Concerned, Avoid "Aim-Fire-Ready" Decisions
Saturday, February 27th, 2010Do you ever make business decisions affecting your customers without asking them what they think first?
I belong to a franchise system and have been very successful in my business for eight years. Last night, the corporate office sent an email to its 400 or so franchisees announcing that an important product was being discontinued because of high manufacturing costs. My BlackBerry began buzzing incessantly almost immediately with commentary from other franchisees that is mostly unprintable on this family-friendly blog. Ah, I thought, a teachable moment for entrepreneurs on how to make decisions when your customers are involved.
If you have a product whose raw material cost had risen, what would your options be? You could:
Discontinue the product without prior research on how this would affect your customers and your relationship with them.
Raise prices to your customers to cover your raw materials price increase.
Ask your customers (or a subset of […]