TL;DR
Make a New Year’s resolution for your business. Test your product or service regularly. If you don’t, you’re gambling with your customers’ loyalty. Pasty mac and cheese reminded me of that truism.
The Betrayal
Fast casual dining: where the promise of comfort food meets the speed of don’t make me cook. My husband ordered his long-time favorite: mac and cheese. Last visit, it was smooth, cheesy goodness. This visit? His face said it all. I tasted it and wished I had a coffee chaser. The sauce tasted like flour, not cheese.
I checked with the restaurant staff. The sauce is a pre-mixed shortcut. Quality control packed its bags and left the building somewhere between the supplier and the bowl.
Why This Matters for Your Business
That bowl is a cheesy metaphor (pun intended) for what happens when quality slips. One bad experience can undo years of trust you’ve built. Customers—especially returning customers—expect the quality they’ve experienced before. Many won’t tell you or give you the chance to fix it. They make faces like my husband’s and don’t return.
The fix? Test. Whether it’s food, software, marketing campaigns, or the magic service you provide, testers are your lifeline. They spot the flour before your customers do. They keep the good stuff good.
Because Maya Angelou was correct. “People don’t just remember you, they remember how you made them feel.” Nobody wants to feel like they need a coffee chaser with their mac and cheese. That’s the power of trust, consistency, and testing. Make that your business New Year’s resolution.
Want to start a conversation? Message me. We’ll help you build your bandwagon.
