I had some tortillas at a buddy’s house the other day and they were some of the best tasting tortillas I have ever had. What impressed me about this is that they weren’t homemade; he had picked them up earlier from the local grocery store. (Handmade tortillas from your favorite Mexican restaurant taste this good, most store-bought tortillas do not).
Later that day I saw a package of tortillas at our house and something caught my eye. It was a line across the top of the bag that read, “World’s best-selling tortillas,” and I couldn’t help but think how the taste of these tortillas simply could not compare to the tortillas I had earlier that day. Even so, apparently these were the “world’s best selling tortillas.”
The best or the most?
This is something many, many businesses need to consider. Not how their tortillas taste, but what it is they want to be known for.
Is it that of having the highest quality products/services (i.e. “we sell the best-tasting tortillas”)? Or is it selling the most products/services (i.e. “we sell more tortillas than anyone else in the world”)?
And here’s the thing, companies will rarely do both. The company that chooses to sell the best (of anything) will rarely also sell the most. Why? Because those who can afford the best are rarely in the majority. The majority of buyers are looking for a good deal, and they’re willing to sacrifice quality to get it.
Were Wal-Mart to decide only to sell the best products, they would operate drastically differently than they do now (which is to offer rock-bottom prices for price-conscious buyers).

Harrods goes out of their way to create a memorable experience for shoppers
How do you talk about your company? How about others?
And here’s why it matters. It matters because once you establish what you want to be known for, it will determine the way your company should operate. It will also determine the way you talk about your company. And, perhaps more importantly, it will determine the way your customers talk about your company.
Wal-Mart customers talk about Wal-Mart much differently than Harrods customers talk about Harrods. Both businesses are incredibly successful, and both have devoted customers, but their customers are devoted for very different reasons.
As a business owner, it’s up to you to decide how others will talk about your company. Will they rave about your great deals, or will they tell others about the unbeatable quality/experience/service they found?
Personally, I’ll take the best-tasting tortillas over the best-selling tortillas any day of the week.
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