One thing I’ve always believed in is making life easier on myself whenever possible. As a business owner, I’m not looking for extra fires to put out. I’m looking for systems that work, routines I can trust, and fewer surprises.
That is one reason I’m a big believer in consistency.
When I find something that works on an account, I like to leave it alone. That goes for supplies, procedures, and even little details most people would never think twice about. In this business, small things have a funny way of turning into big issues if you are not careful.
Over the years, I’ve learned that customers can get attached to the strangest things. One may only want a certain kind of paper towel in the break room. Another may care what the restroom soap smells like. Some notice the brand of trash bags. Others care about tissue quality, liner color, or whether a product has a strong “clean” smell.
You can sit there and think it is silly if you want, but that would be a mistake.
If a customer likes something, and they are used to seeing it every day, then as far as I’m concerned that is now part of the service. It is no longer “just a supply.” It is part of what they expect from you.
Most of the time, customers never say a word. They seem easygoing. They do not complain. They are happy. And that can lull you into thinking they will accept any little change without noticing.
That is where people get themselves in trouble.
I made that mistake one time when I decided to switch out a restroom product for a less expensive version. On paper, it did not look like a big deal. Same general purpose. Slightly lower cost. No reason to think anybody would care.
Well, they cared.
Almost immediately I started hearing about it. My employee heard about it. The office staff heard about it. Before long, I was hearing about it too. What I thought was a harmless little change turned into a full-blown irritation for the customer.
And once that happens, it does not matter that you were trying to save a little money. All the customer knows is something they were used to is now worse.
That is the part business owners need to remember.
Trying to trim a few dollars off your supply cost is not always smart if it creates complaints, phone calls, frustration, and a dent in your credibility. What looked like a savings can turn into a headache in a hurry.
Needless to say, I changed it back fast.
Problem solved.
The lesson here is simple: once a customer is comfortable with a certain product, be very careful before changing it. Even a minor downgrade can get noticed faster than you think.
Sometimes the cheapest move ends up costing you the most.
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