I’m no customer service expert but one thing I know for sure, you’ve got to “make it easy for people to do business with you.”
This “guidepost” – make it easy for people to do business with you – was first shared with me in the fall of 2000 when I worked as a communication specialist/speech writer at Creative Memories. This was one of the 10 guiding principles that guided Cheryl Lightle, the co-founder of Creative Memories.
To this day, it’s the one guidepost I remember and I’ve referred to it on several occasions since then. It came to mind again earlier this week when I was experiencing a slight problem with one of the vendors/products I use daily for my podcast.
I’m not going to rant about my experience because it serves no one but I will say this – my experience with them was horrible and I had to bite my tongue on several occasions. From my first interaction with this vendor, it was clear that customer service was not a priority for them. It became clear to me that I was an inconvenience to them and not a loyal, paying customer.
We’re all human and we sometimes overreact. Our customers will often overreact.
How we choose to respond to them as business owners, is completely in our control. It’s our responsibility to make it easy for them to do business with us. Adopting that philosophy is not always easy but believe me, it pays off.
Next time you find yourself in a conversation with a frustrated client or customer, ask yourself the following question – or better yet, ask them this question: What can we do to make it easier for you to do business with us?
The answer to the question may surprise you. Reducing the friction your customers experience when they do business with you could be the difference maker for your business.
By the way, I was so appalled by the tone and tenor of the conversation I had with this organization’s employee that I moved my business elsewhere. Yes I know, I probably overreacted …. but you know what, my new vendor is making it so easy for me to do business with them and for that reason, I’m glad I overreacted!
Be well and make it a great day!