Do you all remember when I was telling you about the trip to Vegas that Doug and I took? Well, we went to see Britney Spears in concert there and boy, was I excited! We had bought our tickets (front row!) in advance and we were ready to rock.
Now, mind you, this was not our first Britney concert, so we were EXPECTING an incredible, engaging, high-energy performance …
Unfortunately …
That was NOT the case. Now, look, this post is not about hating on Britney. We bought tickets because we love her music and the shows she produces …
However, you all know that I have been on an ADDED VALUE marathon (and I’m still going!) … And to be perfectly honest … Well …
The concert was awful – and that’s being polite. She was lazy in dancing; she lip-synced some parts! And her appearance was almost unrecognizable! The only good part was the fact that Lady Gaga made a guest appearance and breezed by us, close enough to reach out and touch!
Here’s the thing – not only did we pay mad money for the tickets (monetary VALUE), we also EXPECTED a great performance because that is what we had gotten in the past.
And when you over promise and under deliver … loyalty begins to dwindle. Now, will Britney go out of business because of me? Of course not, but it was more a matter of delivering on the value you promised via past performances.
I can provide you with a great example: Let’s say that a business, any business that is listed on Yelp or another review site, decides that it wishes to say “thank you” to its clients, customers or patrons who leave a great review. That entity expresses gratitude in the form of a $25 gift card.
Let’s say word gets around to other clients, customers or patrons that if they, too, complete a review for X restaurant or X company, they would get a $25 gift card … And then … let’s say the restaurant or company stops doing that … it stops giving out gift cards …
The X restaurant or X company says, “Thank you very much for your review,” but the customer/client is still waiting on the EXPECTED performance (the $25 gift card) and … it never comes.
Energy about that particular company dwindles from “they’re awesome” to “they’re Fill-in-the-Blank.” … Right? And then, after a low-energy run, you get an even fewer number of clients, customers and patrons … In our case – two fewer fans.
Over promising and under delivering … Britney essentially did the same …
