Tuesday, May 16, 2017

leadership dot #1810: garnish

A menu item included a description of a salad: organic chicken, mixed greens, walnuts, dried cranberries, Gorgonzola cheese, sliced apples – and multigrain bread. It sounded delicious!
When it arrived, I laughed out loud because the “multigrain bread” was one oversized crouton, nothing more than a garnish. It would have been dwarfed by a pat of butter!
The salad, service and atmosphere were otherwise stellar. Why did they over promise on such a minor detail?
Think about the descriptions you provide of your products or services. Is there some aspect where you unintentionally exaggerate? Have your offerings evolved but your narrative hasn’t? Align your customer’s expectations with reality and leave the embellishments off the menu.

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