A good example I read long ago when studying Six Sigma, was that of a Pizza joint about to go out of business. They had chased business for a long time, offering specialty cheeses, and hundreds of other options but had failed at every turn.

As a last resort they brought in a Six Sigma Black Belt, who quickly applied the principles that have worked so well for Toyota and previously for Motorola.

He spoke to the customers.

As it turns out they didn’t care about a having a million options (which incidentally was costing the pizza company uber-dollars in inventory and stocking equipment/transfers) They were more annoyed with late deliveries (which wound up being due to lacking skills on the parts of the people recording info from the customers on the phone). They were also annoyed with consistently burnt pizzas (it turn out 1 in 5 was blackish on the bottom upon delivery).

The Six Sigma black belt addressed these issues (with phone training and new ovens) and low and behold the Pizza place turned around and within a year were expanding throughout the North West.

Classic case of misplacing priorities.

Of course it also has roots in poor Branding. Companies that spend tons of money on image and advertising, but lack the product or service are destined to just keep pouring money into reinventing their image. Branding needs to start at the product (or service) and work it’s way outwards.

Maybe I will find my way down to WI and start up a specialty lunch wagon – since those are all the rage these days.

if they meant that much to you, one would never lose contact with them in the first place, long before facebook and social media. that’s why it’s an abuse and an assault on one’s privacy. but, like most things, if you don’t want to play, stay out of the game.