Do you know how to excite your clients? Disney Parks does. Customers complain when they don’t get what they EXPECT. They EXPRESS what they would like. But to EXCITE your customers, you need to solve a problem they didn’t know you could solve.
Just south of Loch Lomond in West Dunbartonshire, Scotland is a beautiful building that was once the largest car factory outside the United States. In the early 1900s, Argyll Motors Limited was a flourishing motor car manufacturer. Between 1901 and 1906 their business expanded thirty-fold. Argyll Motor Works opened in 1906 to manufacture Argyll cars. These were to be safe and reliable cars offered at a reasonable cost so that the average person could enjoy motoring.
Perspective is everything. This story is from the perspective of the vice president at a mining company in Canada. I once took a helicopter ride with our CEO, John. As we flew over one of the company’s major mining operations, John turned to me with a disgusted look on his face: “Why can’t they see the mess they’re making?” He indicated the operations below.