Comments on: The Forest for the Trees Syndrome http://www.affariedge.com/blog/2007/03/13/the-forest-for-the-trees-syndrome/ Discussion about advertising, marketing, and public relations... Wed, 07 Jan 2009 04:00:07 +0000 http://wordpress.org/?v=2.1 By: Jim Johnson http://www.affariedge.com/blog/2007/03/13/the-forest-for-the-trees-syndrome/#comment-6 Jim Johnson Wed, 14 Mar 2007 12:35:18 +0000 http://www.affariedge.com/blog/2007/03/13/the-forest-for-the-trees-syndrome/#comment-6 Great story. It's a shame that some business owners are either absentee -- or are so focused on other parts of the business they don't see the problem. Seth Godin posted on his blog last week about the <a href="http://sethgodin.typepad.com/seths_blog/2007/03/security_theatr_1.html" rel="nofollow">theater aspect of customer service</a>:<blockquote>It's easy to get hung up on whether it's appropriate to put on a show when it comes to airport security or eating at your restaurant or attending your church. But I think it's more interesting to get past that discussion and instead wonder, "If we're going to put on a show, how could we do it better?" Starbucks and Disney have both made billions doing just that.</blockquote> He's right. A good show can help overcome challenges in other areas, and make the experience more memorable. When I was a student at the University of South Floria in the mid 1990's, someone had taken a stencil and painted in many locations across campus this saying: Things which are pleasurable are often repeated. Business owners need to realize this. Great story. It’s a shame that some business owners are either absentee — or are so focused on other parts of the business they don’t see the problem.

Seth Godin posted on his blog last week about the theater aspect of customer service:

It’s easy to get hung up on whether it’s appropriate to put on a show when it comes to airport security or eating at your restaurant or attending your church. But I think it’s more interesting to get past that discussion and instead wonder, “If we’re going to put on a show, how could we do it better?” Starbucks and Disney have both made billions doing just that.

He’s right. A good show can help overcome challenges in other areas, and make the experience more memorable.

When I was a student at the University of South Floria in the mid 1990’s, someone had taken a stencil and painted in many locations across campus this saying: Things which are pleasurable are often repeated.

Business owners need to realize this.

]]>