The Hidden Flaw: How Blind Spots Can Sabotage an Otherwise Perfect Business

How often do you find yourself in a position where you’re at someone else’s business and everything is fantastic except for this one, glaring, and obvious flaw? It’s obvious to you, but most likely isn’t so obvious to them. Herein lies the problem.

When it’s your business, it’s not always obvious to you what some of your most basic problems are.

The last vacation I took was a somewhat experimental family excursion. We’re not usually the all-inclusive resort types but this year has been an exception. The activities were varied and well executed, the accommodations were gorgeous, and the food was a total disaster.

This wasn’t a super fancy, $10k per night Amangani type of place (because how many of us are going to those?), but it wasn’t a cheap nothing place either. It was a relatively expensive, high end vacation spot.

At this resort the food was bad enough that we all decided to drive 30 minutes to town for take-out the last four to five days of a seven day trip. It made some of us sick. The menu was limited, and with each new meal came a new bad to horrid experience. The only redeeming factor was that you had to wait an obscene amount of time for your meal to show up so your hunger level helped overcome the taste.

Oh, and it was stupid expensive too.

Let me be clear, too, since it probably needs to be said. I am not a foodie. Fine dining is lost on me for the most part. I enjoy what comes out, and I usually don’t notice what other people complain about.

But this was a beautiful place. The people were kind and helpful across all levels. The grounds were impeccably cared for. Everything else was fantastic.

Do all of those wonderful things overcome the one glaring, obvious, and terrible aspect? Nope. The food was so bad I never want to go there again.

Another simpler example: When was the last time you got in a normal Uber or Lyft and the Check Engine light wasn’t on? Really makes you want to use their service doesn’t it?

Now, what does this mean for you as a business owner? What can you learn from your experiences patronizing other businesses?

Do you think Uber/Lyft want their drivers to be driving vehicles that might not be fit for the road? Do you think resort management is actively and intentionally providing a terrible dining experience?

Of course not. They think they’re delivering the best experience possible. Either unaware of, or unwilling to accept, the one glaring flaw in their otherwise beautiful customer experience.

How can you make sure your business doesn’t have a glaring flaw?

Outside input. Surveys. Feedback forms. A coach like me perhaps. Maybe a tight-knit community of fellow business owners who are willing to give you the hard truth you need to hear.

Boiled down, it’s as simple as listening. Asking the questions you’re afraid to hear the answer to, and then listening to what comes back.

Every small business owner deserves to have the success, and the life, that they dreamed of when they started, including you. Why not start now?

PS: Got a burning question or challenge in your business? Drop me a message, and I might cover it in an upcoming post. Plus, you’ll get my personal insights to help you solve it faster.

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