I’ve two younger daughters (ages 4 and 7) who love taking part in with Legos. I take pleasure in serving to my ladies with their constructing tasks, however I made a decision to go all in and purchase an grownup Lego undertaking for myself. At over $100, the grown-up Legos are critical enterprise. It’s a high-end, premium product. (Disclaimer: The writer doesn’t have a monetary curiosity or promotional relationship with corporations or merchandise talked about on this article.)
Quick ahead just a few weeks and I’m engaged on a 3-D globe, made fully out of Legos. I acquired about two-thirds of the best way by the directions when abruptly I seen a small, however crucial piece was lacking. I couldn’t end the globe with out it.
At first, I believed the canine could have eaten it, or that one of many ladies hijacked it. We seemed everywhere in the home and double-checked the field wherein the globe got here. However we couldn’t discover the lacking piece. I didn’t suppose Legos uncared for to incorporate that lacking piece. It’s a particularly well-run Danish firm and their high quality management is second to none.
So, I referred to as the native Lego retailer to see if they might promote me the lacking piece with out having to purchase a complete new set. Primarily based on my encounters with different shopper merchandise corporations for the reason that pandemic, I anticipated a problem. Even when they’d the lacking piece in inventory (not going), I assumed they might rake me over the coals for extra money — plus transport and dealing with expenses after a three-week wait.
To my shock, the pleasant service rep mentioned, “No drawback. Simply go to the again of your instruction guide, discover the lacking piece quantity, inform us what it’s, and we’ll ship it proper over to you.” After I requested, “How a lot?” she simply laughed and mentioned, “No cost, or course.”
When it appears everybody you do enterprise with lately is making an attempt to squeeze a little bit additional revenue from you, I used to be thrilled with my Lego expertise. They didn’t accuse me of shedding the piece or not checking the field it got here in fastidiously sufficient. They only needed a buyer to be blissful and to take pleasure in engaged on their Lego undertaking.
So, I went to the Lego website, typed in my lacking piece quantity and hit submit. Just a few seconds later I acquired a message informing me: “The piece is on its method. We hope you’re keen on the product. Name us when you want something.”
Shopper relationship classes from a toy maker
That acquired me considering. Is a toy retailer providing a greater expertise than you might be? Whereas this might have been a chance for Legos to squeeze a buyer like me, they know they’re the market chief with a well-earned status for high quality. It’s a premium product they usually cost accordingly. In the event that they tried to squeeze me for some extra cash, I might have been fairly irritated and by no means would have bought one other product from them. I’m certain they’ve already figured that out.
As an alternative, Legos gave me an important expertise, which I’m very happy to inform others about. If you happen to don’t suppose I’m blissful to share my buyer experiences with others, see my current column, “Discover your shopper’s key lime pie.”
As CPAs, we needs to be asking ourselves: “What’s our premium providing and the way can we cost for it so purchasers don’t have to fret in regards to the meter working each time they name us — and so we don’t have to fret about easy methods to invoice them?”
Nobody likes to get nickel-and-dimed, whether or not it’s the grocery retailer, the cable firm, the automotive dealership or your CPA agency. The one companies nickel-and-diming purchasers are those reducing naked bones on their margins, so that they have to cost for each little factor.
Most of your purchasers simply desire a single all-inclusive invoice from you; they don’t need to be paying hourly charges or for a la carte companies. By the identical token, most CPAs I do know wish to take a shopper name and never have to fret about billing them for it.
Lego Group’s slogan is “When solely the very best is nice sufficient.” What ought to your slogan be?
Because the previous saying goes, you’ll by no means get fired for sending a shopper a $6,000 bill, however there’s likelihood you’ll get fired for sending a $60 bill. Legos sells plastic toys. If they’ll have a premium providing, so are you able to.
Have a greater suggestion for shopper pricing? I’d love to listen to from you.
