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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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