There is no such thing as good service, and there is no such thing as a bad product. There is just our conscious experience of a service or a product.

All the actions you take in delivering your service come together as something we experience. If what we experience is a desirable, then we say that your service is good. If what we experience is undesirable then we say your service is bad.

Likewise, all the atoms that you arrange into the shape of your product combine into something that we experience as a chair or an iphone etc. If the experience that we have with that product is desirable, then we say that the product is good.

A product which is poorly put together and breaks generally results in us feeling things like anger, frustration, disappointment etc; i.e. your product put us into an undesirable state of conscious experience, and so we call it a crappy product.

Since experience is the medium through which we evaluate your products and services, shouldn’t you be thinking about how to create the best experiences?