Great service, but to what extent?
As we all know, service is a part of intangible product. Good customer service often adds value to the products. However, as a profit maximizer, it is often to difficult to calculate if the beyond excellent service is sufficient to cover the cost. While trying to provide good services, it is crucial to take note that some services might reduce more of your profit than the revenue you generated.
Service and placebo effect
Nevertheless, some services are just placebo effect. For example, you could feel so much better after going to the doctor although you are just being prescribed with the same paracetamol that you’ve been taking. Unnoticeably, most of the services we pay for are almost as good as what we can get for free. The feeling of security and positive energy we obtain from some services is what makes us see value in it.
Other example of service: Spongebob Squarepants
In an episode of a well-known cartoon called, Spongebob Squarepants, Mr. Krab decides to open a hotel business called Krab Tower. A quote from him is still fresh in my mind, “We Shall Never Deny A Guest, Even The Most Ridiculous Request. “. In spongebob, marketing is also portrayed in the burger business under the see. At the same time, in terms of promotion, Mr. Krab is a good promoter of its own brand. He promotes a species of his own. Although I’m not sure what the patty is made of, eating from a restaurant owns by a crab is much better than eating at Chum Bucket owned by a Plankton.
Lessons to learn
The secret formula of Krabby Patty isn’t the only thing that attracts consumers to eat there. I believe they are happy to be served by the joyful Spongebob Squarepants. As a note, it is obvious that demand of service is originated from simple mundane request of consumers. By being more sensitive of these requests, the supplier would be able to offer a great service. Or perhaps, find a new target market.
For the hotel episode of spongebob, click here: