Can good customer service make up for a mediocre product?

Not totally, but to an extent, yes. Take restaurants for example, I go to some places whose food is not as good as others. Why? Because they know me and treat me like a long-lost relative. That kind of hospitality makes the food better than it really is.

How does that work? Well, it’s a package. We don’t just buy a product, we buy everything surrounding it. We buy the food, but we also buy the smile of the server, them knowing your name, and the fact that they know you like blue cheese on your burger. 

Business is human. Every customer you have is human. Every employee you have is human. Everything you do in business revolves around humans. 

So, if you think of the product as not only the thing but also the human experience, the power of making it not only functional but also human becomes evident.

How is it done? Talk to people. Get ideas. Improve both sides of the equation. Move from a mediocre thing to a great thing. Move from lack of human touch to more human touch. Put the two dimensions together. Deliver your food with a hospitality approach.

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