Friday, August 31, 2012

Make It For Me Now

My friend Lloyd owns a farm.

Having worked in the nursery and landscaping industry for more than three decades, I asked him how buyer behavior has evolved over the years. He summarized it nicely in five words:
                
Make it for me now.

That’s the expectation. That’s the baseline posture of today’s retail customer. They demand urgency and customization, and if they don’t get it, they’re one step away from finding someone else who will get it for them.

True service is not just about the response, but the speed of the response and the specialization with which we deliver it.