That is the question I would ask everyone who'd just bought a toilet bowl cleaner from me. Honest.
Way back in the day, I was a paper boy (and no, this is not really me... I'm old but not THIS old)... actually, for several years I "passed" both a morning and evening paper.
And each week I had to "collect" for the paper. So, I'd be going door-to-door in the old neighborhood, meekly asking folks to pay me... yes, meekly is the right word as I was a bit shy early on. I rarely was stiffed but on occasion it took very skillful planning to be sure I got paid... or as skillful as planning can be when you are 10.
Anyway, it soon struck me... here we have people with their money out... what if I could somehow get them to part with more of it?
I saw an ad in the back of Boys' Life where one could buy a case of 144 toilet bowl "cleaners" for 50¢ each and then sell them for $1... I suppose they cleaned to some degree but they were hung in the toilet water reservoir and when the toilet flushed, the water turned a brilliant blue so you knew something had to be happening... probably something good.
Enter the Bank of Dad.
"Flush" with cash I ordered a case and waited anxiously for them to finally show up... and then off I went, when collecting for the paper, I would ask "Would you like to buy a toilet bowl cleaner?"
Sales did not meet forecast. Actually, sales were not good at all.
Then it struck me. Though this was not a highly technical piece of modern equipment, it was a bit new to folks. They weren't quite sure about it.
That's when I coupled sales and installation with "Would you like for me to put this in the toilet for you?" and the rest is history... a good history. Since these cleaners were good for only so many flushes, folks would have to buy them over and over... and then there were sales of Christmas cards, band candy, church candy and many other things.
So, as you can see, I've been customer-focused for a long time, and this attitude... that we're going to take care of our customers no matter what, starts at the top in our company as it should in any company. Sadly, as we all know, not all companies feel this way.
The best hours I spend each week are those where I am communicating with customers about the experience they've had with us... and even in this most highly technical of all times, the one thing that sticks out is... service still matters.