Your knowledge is worth more than you think

A few years ago an engineer I know retired after 30 years of loyal service for his employer, a large industrial company in Switzerland. After weeks of attempting to solve a problem with one of their largest and most productive machines, the company decided to bring in this retired engineer to try to solve the problem. After all, he was the best problem solver the company ever had. The engineer accepted the challenge and spent a day analyzing the large piece of equipment before making an X with his black pen on one specific component of the machine’s electronics. ‘Replace the component with the X on it and your problems are over’ said the engineer. The part was replaced and sure enough, the machine roared to life and within hours was back up to full capacity. A few days later the company received a bill from the engineer for 50,000 CHF for his consulting services. The company demanded a detailed report to justify the high cost and the engineer replied immediately with the following:
A single identification marking with black pen: CHF 1.00
Knowing exactly which component to replace: CHF 49,999.00
The problem solving engineer received full payment for his services within the month and is still comfortably retired.

A more believable story comes to us from a lady in New Jersey who says that she got a plumbers bill for $1000.00 and can’t believe it since the plumber was in her cellar for less than 5 minutes. I know this lady, so I asked her to get the plumber to present a detailed invoice. Here is what he sent her the very next day:
Dear Mrs. Smith,
Despite the fact that it was past midnight when you called me to put a stop to the loud noises in your basement, I will not charge you for interrupting my beauty rest. Here is my detailed invoice for the services performed at your home two days ago.
1. Use of hammer $0.99
2. Knowing exactly which part of the boiler to hit $999.00
Total Cost for this service call $999.99

Thanks for your business.

There was no argument – the plumber knew what he was doing and this bill was paid that same week.

Let’s look at the above from a different perspective, If you need experience something that you did not expect to experience… perhaps something with a negative outcome… and you do not know the most probable cause… and you have to solve this problem… Then call a professional. At BoxOnline, we provide our Clients with professional problem solving process in addition to experienced professionals in a variety of industries. If you have a problem that needs a solution, contact us today.

Radical Approach – Know thy Customer

One of my mentors told a Client (a manufacturer of drills) that

“People don‘t want your product.”

The president of this large manufacturing firm looked shocked but my mentor continued,

“Your Customers are not interested in drills with more bells and whistles.
They are in the business of making holes – and they want help with 2 things:

1) Making more holes in less time and
2) Making good quality holes

end of story.”

With these words of advice the manufacturer changed his entire marketing approach and for the following 5 years achieved sales records never seen in that industry before.

Think about it for a moment…
What do your Customers really want?
What specific benefit can you provide them with both today and in the future?
What are you waiting for?