The Eyes Of Your Customer

114472004_7d7b437da31Over the holidays, I visited a new movie theater.  Theaters have really come a long way.  This theater must have cost multiple millions of dollars to build.  The entire area where this brand new theater sits now was once solid rock.  From the parking lot, you look up at least 50 feet at solid stone.  From the outside, it looks like a Vegas night club…it’s beautiful.  Inside, you’ll find flat screen concession menus and gourmet coffee bars, hardwood floors, etc.  Nothing was spared.  I couldn’t wait to see the inside of the theater.  But as I went inside, I was surprised to see that maybe half of the chairs still had drinks from earlier movies…boxes of old candy and popcorn in the chairs…and tons of popcorn and drinks in the floor.  Seriously, it looked there had been a food fight.  I could not help but think how much time, effort, money and attention to details had gone into developing this new theater.  The owners spared no expense and had obviously tried to create a wonderful atmosphere for taking in a movie.  And yet something as basic as not keeping it clean left customers feeling gross as they had to move spilled drinks to sit down.  I say let’s give them benefit of the doubt that it was an off night and not a regular occurrence. 

But how often do you go inside of a brand name fast food restaurant that someone has invested a fortune in only to find they’ve hired scary looking people to prepare your food or that the place is so dirty that you are worried about what’s inside your burger or taco?

The lesson is this:  See your business through the eyes of your customer.  Walk in for the first time again or ask others to do it for you, and look for the first things your customers will see.  Go through your entire business, web site, store front, etc. and ask yourself if a first time visitor would be impressed or not. 

Take away:  Don’t let your hard work be threatened by obvious things that turn off customers.

“It isn’t the mountains ahead to climb that wear you out; it’s the pebble in your shoe.”  ~ Muhammad Ali

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2 Responses to “The Eyes Of Your Customer”


  1. 1 faith January 7, 2009 at 10:33 am

    Hi daddy i like the picture what theater did you go to?

  2. 2 tardy January 13, 2009 at 2:38 pm

    good points…i get the same feeling when i go to opryland hotel…beautiful place but lousy service from my experience.


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