You can’t impress a customer by the fact that your product works, or by the technical competence of your people relative to your product or service. Why? They expect that. If they didn’t think it worked, or thought your people would be lucky to know what they were doing, they’d not have hired you, or would have been very upset if they found out those things weren’t the case. “It works” and “We know what we are doing” are the price of entry.
So, how can you impress your customer? Courtesy, personal attention, timeliness, going the extra mile, delivering that more and unexpected bit, and with the elegance and grace of how it’s all “packaged” and delivered.
Are you relying too much on “it works”?