A couple weeks ago my wife showed me a box of toothpaste. It was the normal family size I had known for years. Joyce opened up the box, and inside was a tube of toothpaste about 3 inches shorter that the box. First I was amused, then I was offended. My first thought was, “They actually think we are so pre-occupied that we don’t notice the difference?” If you want to make a small tube of toothpaste, put it in a box that is commensurate with its size. Wait…I’m not finished yet:
Last month we bought a box of snack bars, yet the size had become so small it was like a Mars mini-bar. I had the same reaction as with the toothpaste. There are companies that make full-size snack bars and sell a true family size of toothpaste. These companies will get my business.
I realize these two examples are seemingly trivial things, but let’s look at the big picture: Successful companies know how to build trust in their brand and with their customers. Deception and playing games erodes trust, and creates resentment. Let’s put our customers first (including our team).
