The Golden Triangle

Here’s a success tip to get customers to love you and become loyal advocates.

I call it the Golden Triangle.

It’s a variation of the Iron Triangle or triple constraint.

If you’ve every heard of the saying, “Good, fast, cheap, choose two” - this is the Iron Triangle.

The aspects of the Golden Triangle are Quality, Timing and Attitude.

Deliver only one of these things, your customer will search for a better offering.

Deliver two of these things, any two, then your customer is likely to be satisfied.

But Deliver all three, customers will love you and become loyal advocates.

Let’s look at each for these in greater detail

1. Quality - When you’re delivering a product or a service, people expect a certain level quality. If you meet or exceed expectations, then you will have a happy customer. If not, you’re likely to have an unhappy customer.
2. Timing - As the saying goes, timing is everything. If you have agreed on a time to deliver your service, and deliver on time - happy customer. If not, unhappy customer.
3. Lastly, Attitude - What does the customer experience when you deliver your service? If you are pleasant and charming that’s good. If you’re grumpy and rude, not so good.

So, you just need two. Let’s use food to illustrate how this works in real life.

There’s a classic Seinfeld episode called The Soup Nazi. Basically, he had the best soup in New York, service was quick and efficient, but he had a horrible attitude. “No soup for you!” was his catch phrase, but people lined up and begged to be served his soup.

Think about fine dining experiences, impeccable food, amazing service, but it’s a bit more leisurely. That’s slow in real talk.

Or fast food experiences, fast, reliable service but questionable food. I mean, is it even real food?

As Meatloaf sings, “Two out of three ain’t bad”.

But, if you can deliver good quality, do in a reasonable time and do it with a great attitude - your customers will be delighted.

I challenge you to focus on all three aspects of the golden triangle. Quality, Timing and Attitude.

Deliver all three and your customers will love you and become loyal advocates.

Image credit:

Photo by Zoltan Tasi on Unsplash