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by helen___keller
976 days ago
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On the contrary I know many successful “lifestyle” business owners whose primary motivation for self employment was to remove managers from their lives. Obsession with solving some problem experienced by many is a very specific mindset that sets tech startups on the direction of hockey stick growth. |
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The pizzeria focuses on the taste of the pizza, the decor, and politely refuses people who ask for canned tuna to be put on the toppings menu. The barbershop focuses on ambiance, banter, hot-towel service, and politely shows the door to people who insist on taking phone calls while they get their hair cut. The real estate agent makes sure the house is well-photographed, well-staged, has warm cookies in the kitchen (well known trick that helps people think of the house as home), takes appointments, and refuses to accept appointments at weird hours.
Even the businesses that you'd think are customer-obsessed are usually really product-obsessed. Even Eleven Madison Park, which Will Guidara wrote about in "Unreasonable Hospitality" as being focused on going to outlandish, hyper-personalized extremes for every customer they had at the restaurant, succeeded ultimately because Guidara succeeded at turning empathy itself into a product, from standard perks like putting more quarters into people's parking meters so they wouldn't have to worry about that in the middle of service, to hyper-personalized ones which were still due to standardizing a process of listening and creativity. But their process never allowed customers to dictate to them exactly what they would be served or exactly which favors they would receive.