This is exactly what I'm talking about when I say you must look for other situations where your customers might need your services -- ADT loses out in the value it could provide, while TiVo built a checking system to verify the customer gets what they expect.
After you read this article, ask yourself:
Where could our product fail, and how can we notify the user? What could happen if the product fails, and what does the customer do about it when it does.
What critical component of our product must always function to achieve the results a user desires? Users should be aware of replacement parts that are critical to operating the product effectively.
How can we make sure everything is functioning as expected? Does your product perform a self-check to make sure everything is working before operation.
What failsafe options could we express as a benefit for purchasing our product? Is there something about what you provide that could be shared with a customer as a benefit, maybe something you overlook.
When should a user be trained on our product? Often training users on products before they actually use them can prevent omissions that look like a product failure.
Who should be involved when a product fails? While not every product has legal issues should they fail, but at least be ready with a plan if a major defect is found in your product.
If you would like direct consulting evaluating product weaknesses as they pertain to sales and marketing (in effect the customer relationships), call (757) 282-7779 to make an appointment for a tele-consultation.
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