If you still have any doubts as to who is in charge of business relationships, hear this:
- "I TiVo church every Sunday."
The church has two services on Sunday morning, with a social time in between. His family is a bit too crazy to get ready in time for the 8:45 start time of the first service and they'd rather not be in church past noon, which is when the later service is dismissed. So they come around 9:15, listen to the sermon, enjoy the coffee time, and then leave after the music in the 10:30 service.
- They have designed the Sunday morning experience to fit their lifestyle. They've changed the product to meet their needs.
Here's the point - if you provide a service or a product and you haven't started to think about how to make it accessible to people on their own terms, you are in danger of losing them to someone who has.
To explore this a bit deeper, check out my comments from October 12.