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Juggling It All
As we have mentioned in other articles, having a trigger to start your day is very important. One of the major problems with people running businesses from their home is starting the work day. For many of us seasoned home based business owners...
Medical billing businesses are growing fast and providing a needed service for doctors all over the country.
You’ve seen the commercials and web sites about starting medical billing businesses in your home. You can’t just start calling doctors and telling them you will take care of the billing for them. It is their income and they want to know you are a...
Presentation Pitfalls: Top 10 Content Management Mistakes
Top 10 Content Management Mistakes by Melissa Lewis Here, David Letterman style, are what I consider to be the Top 10 most common mistakes presenters make when organizing and preparing their content: 10) Not setting the stage. An introduction...
Small Business Tax Deductions for Year End 2004
As a small business owner, it's wise to familiarize yourself with some key deductions that may reduce your tax bill for 2004.
Employee Benefit Plans - You may deduct contributions to employee benefit plans (such as health insurance plans and...
What is the Ultimate Lifestyle?
Since the mission of this newsletter is to help you define, carve out, and live your own Ultimate Lifestyle, I figured I should devote some space to laying a proper foundation for doing that. Before you can hit a target, you need to know where...
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Why "Good Enough"... Isn't
About a year ago, I had an opportunity to have dinner with the CEO of an engineering startup company in Pennsylvania. As we discussed engineering design matters over Chinese food, he took a few moments to talk about his business philosophy. "As far as I'm concerned," he told me, "if a product is good enough, then it's perfect." He explained that in his view, product improvements should only be performed with the specific goal of increasing sales. "Anything else," he said, "provides no benefit to the company. It's just over-engineering."
In a way, I could see his point; after all, a company should avoid spending too much effort to develop features that nobody cares about. In most companies, time and manpower are precious commodities that must be invested wisely. Nevertheless, his statement left a rather sour taste in my mouth, and here's why.
First, his choice of words suggests that the customer's needs are relatively unimportant, and that profit-making is the only thing that matters. To my mind, this is a false dichotomy. It's true that a company has to guard its bottom line, and that its resources are limited. It's true that it must avoid making extravagant promises to its customers. At the same time though, a company that adopts a lukewarm attitude toward pleasing its customers is unlikely to engender a great deal of client loyalty. A successful company is one that understands the importance of customer delight.
Second, this perspective treats "good enough" as though it were some clearly identifiable goal-a distinct line of demarcation, separating the unsatisfactory from the unnecessary. In reality, this
boundary can be quite fuzzy. Often, customers don't know what they would consider to be satisfactory-not until they have gained more experience with the product. This means that a company is forced to guess at what constitutes "good enough"-and if they underestimate those requirements, they may have a lot of unsatisfied customers on their hands. That's why it's important for a customer to set its sights a little higher.
Third, and most importantly, one can expect this perspective to promote a corporate culture of mediocrity rather than an attitude of excellence. If employees are told that they should only strive for what's "good enough," then that's precisely what they'll deliver-not just to the customer, but to the employer as well! A mediocre attitude will result in mediocre products, which ultimately benefits nobody.
That is why I maintain that "good enough" just isn't good enough. People need to take pride in their work, and companies need to strive for excellence. Companies do have limited resources, to be sure. Still, that should not stop them from seeking to delight their customers, or from producing work that they can brag about. To put it another way, a company may not be able to deliver the moon, but it should always reach for the stars.
About the Author
V. Berba Velasco Jr., Ph.D. takes great pride in working at Cellular Technology Ltd Europe, China) where he serves as a senior electrical and software engineer. He is pleased to work in an environment where excellence is valued.
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