Lemonology® Tour Scene 6: The Church of Lemonology®

Tremendous effort and care went into every part of my company. Customers can sense when a business is genuine. They know the difference between a penny-pinching business that is cutting corners and a business that is investing in its people and the customer experience.

Any one thing you do sends a message to your prospects and customers, telling them what they can expect from anything else you will do. Everything is connected. If your website is terrible, they will think your service is going to be terrible. If you communicate poorly, they will question your ability to get the job done as promised. On the positive side, when you add unnecessary perks, benefits, and small details, it sends a message of confidence to your customers. They’ll feel as though you have the basics under control and are now just focusing on making things extra special for them. In short, you must consider how prospects and customers perceive every aspect of your business and know that any one thing affects every other thing.

To help my franchisees stay encouraged and to show everyone in the company how successful my model could be, I used my corporate-run location as a standard-bearer for the brand. It acted as a shining example of the power of the business model I created and proved to franchisees that following the model worked—and worked well!