It’s About More Than the Product
Though I'm firmly cemented in the dot com generation (and live fully into all of the stereotypes), there's nothing better to me than a good old-fashioned newspaper. Sitting down with a paper and a coffee is my definition of relaxation. After a two-year hiatus, I recently decided to subscribe to a print newspaper. In my opinion, the Wall Street Journal is the most well-rounded, unbiased publication on the market. Therefore, that was my paper of choice.
The first day of delivery was glorious! Unlike the last time I subscribed, it showed up right at my doorstep (instead of me having to play Where's Waldo around a 3-house radius). I had my paper. I had my coffee. I had my relaxation. I was one happy man.....for a few days.
Then, something happened. I quickly realized the paper was getting delivered at 8:30 or 9:00 AM, significantly later than desired. Not only did I not get to read it while relaxing before work, but I didn't even have the opportunity to take it with me. To make matters worse, the weekend edition gets delivered one day late. I wake up on Saturday morning to enjoy my weekend reading, only to realize there is none. I'm already at church by the time they deliver it on Sunday. Therefore, I don't even see the weekend edition until Sunday afternoon.
Ok, rant over. Sorry, didn't mean to cry a river there. Here's where I'm going with this. The Wall Street Journal is a wonderful paper. I very much enjoy the Wall Street Journal. It's worth every penny I pay for it. HOWEVER, it's about more than the product. Even if the product is amazing (like the WSJ), the other aspects of the relationship matter just as much. Despite having a significantly superior product (my opinion) at a reasonable price (also my opinion), it's simply not worth it if they don't deliver it promptly.
It makes me think about Apple. I love Apple products. While Apple makes some of the best products in the world, it's about more than the product. From the unique layout and structure their retail stores, to the streamlined user-interface experience, to the unparalleled customer service. Did I mention the packaging?!?! Have you ever unboxed an Apple product? That experience alone is amazing. Apple understands it's about more than the product. Apple understands you need a world-class product AND excellence in all the other areas around it.
I think about this idea a lot. While we're trying to be excellent, work hard, and make an impact, what are we missing? Do we deliver good work but show up late every day? Are we good to work with but terrible to work for? Do we get our work done quickly, but it's full of errors? Do we make stellar choices on our big financial decisions but squander it away on all the little ones? Do we have a glaring blind spot amidst otherwise excellent work?
Something to think about today.