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When you’re replaceable, service matters matter more

We pay a lot for a traditional phone line. But when it goes dead, we start using mobiles and Skype. And they work just fine.

When the fancy email server crashes, we realize that Gmail works fine.

When the copy machine breaks, we just scan and print stuff. And cancel the lease on the copy machine.

Lesson: If your service has a free or cheap alternative, you’re one screw-up away from being replaced. You’ve got to get it right, every time.

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  1. James Snider July 3, 2010 at 8:08 am #

    Ouch! True…very true.



  2. SuziB July 7, 2010 at 2:13 pm #

    That is very true. Would love to hear some chatter about this theory as it applies to individuals in the work place. With layoffs, right-sizing, etc. a lot of people feel vulnerable and want to understand how to make themselves irreplaceable. Thoughts?
    I would say service plays a part in this as well. It doesn’t come naturally to some people, but I think it is important to be the positive, welcoming customer service oriented person when your services are made available at work too.

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