Why Our Work is More Sheer Than a Pair of Lululemon Yoga PantsPosted by Jessica Oman
This issue isn’t about the sheer pants. It’s about a way of doing business. If your best customers complain about the quality of your product or service, and you don’t address their concerns directly, you’re not being transparent.
I didn’t see the whole interview (you can check it out here if you don’t know what I’m talking about), but it seemed that Wilson never actually stated that he had looked into the quality of the products, and deemed them to meet standards. He then went on to suggest that overuse or wearing the wrong size would cause Lululemon’s products to become see-through and covered in little pills.
Hey, maybe he has a point – if you wear your yoga pants as often as many people do, they’ll probably wear out faster than your other clothes. That’s logical. Same goes for the soles of your favourite sneakers, or those cheap knitted gloves you buy at the corner store. Wear ‘em every day and they break.
But it’s a lack of transparency – not too much of it – that has everyone’s knickers in a knot. Wilson didn’t want to talk about what was going on in his company.
You have to be real and admit that sometimes your company doesn’t perform up to snuff. Then you have to state what you’re going to do to fix it. Never place the blame on the customer. You can always, always, ALWAYS do better.
Whether you sell yoga pants or coaching services, you have to be as transparent with your clients as possible. Sometimes you think you’re being clear, but the client doesn’t have the same experience. If you can get constructive feedback when things don’t go well, you have an opportunity to improve on your process and make the next experience better.
We’re always looking to serve our clients better. Transparency is key.
Learn more business lessons like these at Idea to Open on November 27. You can register here.