Heads product, tails service

We talk about product and service as if they’re separate ideas. That we are either in the business of selling products or in the business of providing services.

But they’re not distinct. They’re two sides of the same coin.

When your customer buys your product they expect your work to be backed up with service. And when you sell your service to clients they expect you to deliver the end product.

You can’t see your customer clearly with one eye closed.