"Quality in a service or product is not what you put into it. It is what the customer gets out of it."
- Peter Drucker
Ever wondered why some nasi lemak stalls have long queues while others, despite using premium ingredients, struggle to attract customers? This is exactly what management guru Peter Drucker was talking about when he shared this profound insight about quality and customer value.
Let me tell you about Village Park Restaurant in Damansara Uptown, PJ.
For decades, they've been serving what many consider the best nasi lemak in the Klang Valley. But here's the interesting part – it's not just about their perfectly cooked coconut rice or their crispy ayam goreng.
What makes people drive across the city, brave the parking chaos, and queue up in the hot sun is the complete experience they get. From the satisfying portion sizes to the consistent taste that reminds them of weekend family breakfasts, to the buzz of the crowd that makes every visit feel special – it's about what customers take away from the experience, not just what goes into the dish.
This real-world example perfectly illustrates Drucker's point. Village Park didn't just focus on sourcing the finest ingredients (though they do); they understood that quality is judged by how their customers feel during and after their meal.
The same principle applies to successful Malaysian businesses like Air Asia.
When Tony Fernandes transformed the airline industry in Malaysia, he didn't compete on having the newest planes or the most luxurious seats. Instead, he focused on what customers really wanted: affordable prices, convenient booking, and the ability to fly home for festivals and family gatherings. The quality wasn't in the frills – it was in making air travel accessible to millions of Malaysians who had never flown before.
What Drucker's wisdom teaches us is timeless and universal. Whether you're running a nasi lemak stall, a tech startup in Cyberjaya, or a family business in Ipoh, success isn't just about what you think is good quality. It's about understanding what quality means to your customers – their needs, their experiences, and most importantly, the value they get from your product or service. Because at the end of the day, quality isn't measured in your kitchen or your boardroom – it's measured in your customers' hearts and minds.
NOTE: In Teh Tarik Tactics, I look at ways to build genuine rapport with customers—using relatable, everyday interactions as the foundation of strong, lasting relationships. Just like a good session over teh tarik, this approach is about understanding people, building trust, and creating moments that feel easy and real. When customers feel that kind of connection, they’re much more likely to remember you and stick around. Think of it like pairing teh tarik with nasi lemak—the two just make each other better! Check out the article here.
Disclaimer: Views are my own
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