Part I: What’s it like being your customer?
Amid the year-end chaos that begins the moment the last piece of Halloween candy was handed out (or eaten surreptitiously at midnight – I won’t judge), it is incredibly beneficial for us as business owners and employees to take a time out. Reserve a few hours away from fighting daily fires. Gather your teams to reflect back and think ahead. Focus everyone’s positive energy on the ultimate source of your success – your customers.
Think about the following with your team: How would you assess the ease of doing business with you? Can your customers (or prospective customers) …
- Contact who they need when they need them and through their preferred channel?
- Understand their invoices and pay you conveniently?
- Know what they are getting and what it’s going to cost?
- Schedule service within a reasonable time?
- Make optimal use of your product or service?
- Find the information they need on your website and understand what you offer?
The little inconveniences may not seem like a big deal but, over time, they can add up to
dissatisfaction and attrition. Take stock and fix the small things, and you are on the path to