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How do you get to the top level of service? You don’t want to stay at the bottom, you want to break through to the highest level! Using examples, I explain the concept of the Six Levels of Service and the importance of innovation.
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Below is an Autogenerated Transcript
Now to break through a glass ceiling you have to climb up, you got to, can’t start at the bottom, you got to move all the way up to the top and then go beyond the top.
So I want to show you some stages in each of these areas: product, delivery systems, mindset. I’m going to start over here with something that’s really fundamental, starting the product category with something is very basic. What’s the black thing that hangs on your belt that every once in a while goes what do you call that? the early ones like that you don’t call pager the early ones like that you call what? Beeper. Why do you call it a beeper? cuz all it can do is beep.
Now that is very basic, would you agree with me?
In fact after a while people said it’s too basic, sometimes I need something you know more discreet, like right now imagine if all your beepers beep beep beep. No, no, no, no, no give me a pager that lets me know that I have a call coming in but doesn’t make noise. So the pager company said ‘okay we can handle that’
Now you’re having lunch with somebody and suddenly they go “Hey you got a call”
Vibrating pagers right? and you know I’ve discovered that this is the only country in the world where all the men carry them in their front pocket. Now that’s not basic that’s expected but after a while people say well I want something more give me a pager that you know desired.
So now you can get a pager that doesn’t just show you the number that’s calling you to get the message, alphanumeric pagers it’s not very basic, it’s desired.
Did you know that there are some places now that have pagers that are surprising you cannot only get your message you can hit certain buttons and you can send a message back.
Your broker sends you prices… buy, sell. Your wife says bring eggs, you say okay. Surprising.
Now there’s even a level that’s beyond surprising. It’s extraordinary, it’s exceptional, it’s unbelievable.
Today you can go out and buy yourself a pager that clips on your belt,you could also get one that looks like a pen to hold in your pocket, you can even get flat ones that look like a credit card, you can carry it in your wallet or in your breast pocket. Did you know that today the manufacturing companies for pagers are developing a pager that is built into the frame of your glasses, now that’s very convenient for those of you that wear glasses because you never have to worry about forgetting your pager but they got a problem, how are they going to let you know you gotta pay?
Can you imagine walking down the street suddenly your head goe and it’s not appropriate to beat you because it’s right next your baby so how are they going to let you know well they’re working on two technologies right now one of them is they take advantage of the fact that your glasses sit on the bridge of your nose so you’ll know that you’ve got a phone call because your page your glasses will emit a faint odor so you’ll be walking along and you’ll excuse me I have a phone call now they’re developing another technology we’re built into the glass but only on your side is a small LCD panel like Times Square you see the message go bye see you walking on go whoa here comes a message got it hold on a second yeah okay okay right oh god I got a call now that’s okay but you can imagine how fast technology is developing right so they’re now working on on the inside of the glasses not LCD panel but full color mini video screens facing you full motion so now when it’s not just sending the number of the message when they can send you a little video signal you’ll be walking along and suddenly mom what are you doing here no Never what do you want one now that’s not just surprising that’s downright unbelievable but do you think that your grandchildren are going to consider that unbelievable will it even be surprising for them or will it be amount of like well what fashion is desired it’ll get to the point where the kids are you look at you oh grandpa I have that now built into my contact lens you see whatever happens in terms of the evolution of product is fine but ultimately it’s going to come sliding back down those stairs so you got to keep innovating keep innovating keep innovating and keep improving yourself in terms of how well you know and can represent your product you