Recently we were given a box of chocolates as a present. The outer box looked somewhat neutral. It had no print on top, just a yellow ribbon around the box with a little tag that stated the name of the shop. Box, ribbon and tag told me the average age of the shop’s customers will be something around 50+. The fact that my aunt gave the chocolates as a present to us supports this assumption pretty well.
When I opened the box, I saw the chaos that you can see on the picture above. Far too much of the transparent foil had been used to wrap the chocolates and there was not really an order in the way the chocolates were put in the box. The sweets themselves had little imperfections here and there, not because of bad packaging, but because they were obviously hand made.
What happened to me as a customer? At first, I was disappointed by the loads of foil and the chaotic presentation of the chocolates – it was feeling cheap. But this impression lasted only for some seconds until I took the first chocolate out, saw that they were hand-made and tasted them. At that moment, the pieces fell together: small shop, probably existing for decades, hand-made sweets, true craftsmanship and a little imperfection here and there that show that this is authentic and not designed for perfection until it hurts.
My take-away from this: Too much perfection can lead to an uninspiring experience for the customer. Experiences should stay authentic and be proud of their little imperfections.
(Image source: own stock)