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You can’t make all the people happy all the time

I just stayed in a hotel that didn't have a gym — but they gave guests a free pass to the full-service gym a block away. 

I was annoyed, because I didn't want to take the time to find the place.  I'd rather just go downstairs, hop on a bike, and be back in my room as fast as possible.  To me, it was a real inconvenience.

But the people I was traveling with were thrilled.  They loved the full-service gym, classes, pool, and tons of exercise equipment.  For them, it was far better than any hotel gym could possibly be.

What's the right answer?  Know your customers. Study them, ask them, and give them what thrills them.

What's the wrong answer?  Trying to please everyone.  That's how a business ends up bland, boring, and stretched way too thin. 

Thrilling your core market is better than sort of making everyone sort of satisfied.

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  1. Jim Rogers August 10, 2009 at 2:15 pm #

    Free pass to gym is much better!!!!!

  2. P. Alves August 10, 2009 at 9:50 pm #

    Going downstairs and hopping on a bike is much better!
    As a business owner, I’m thinking here that there usually are good compromises. In this case, it would be:
    1. keep the access to the full-service gym.
    2. add a small space with a few stationary bikes for the people who don’t want to leave the hotel to exercise.
    The extra cost wouldn’t be too high and having the choice would probably make 98% of customers happy!

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