Are There Bones In Your Fish?

I went to lunch today to a nice restaurant in town and got something I have never had before: a salmon burrito. The meal tasted pretty good and I was having a good time with friends when I felt a small bone in my mouth, so I took it out. I thought to myself, “Well, it was an honest mistake, no big deal.” A few minutes later, I bit into another small bone. That was it. I was done with my meal. The important part though, is that I was done with the restaurant, probably for life. From two bones.

How often do you think about the basics? If you’re not executing perfectly on the basics, how can you expect to be executing at any higher level? Two bones in my burrito and you lose me as a customer for life. That’s potentially thousands of dollars. You might lose other customers at just one. Those bones just became pretty damn expensive for you. Quality is not just free, it’s money in the bank.

Of course, I’m not just talking about burritos and bones here. As your customers get more educated on what you do, they’ll begin to notice those bones. They’ve noticed them before, but just couldn’t pinpoint them. Now they can. What are you going to do?

2 Replies to “Are There Bones In Your Fish?”

  1. I don’t understand. In England our fish are full of bones. What’s the problem? Maybe we need to look at our expectations sometimes – as part of developing a sustainable lifestyle.

    1. You’re right. I just re-read my post and realized I forgot a critical word. I had a salmon burrito, not just a piece of salmon. I don’t expect something inedible, like bones, in a burrito. There are many things I could say about expectations, how they can be different for everyone, at different levels, in different places, from experts to laypeople, shedding them to make yourself happy, etc. My point was not about expectations, even though the restaurant and I were operating from the same basic principle: no inedible things in a food you don’t pick through or look at. My point was simply about executing on basics and how getting them wrong will hurt you.

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