Where Does Your Business Cause Customers Pain?
Where does your business cause customers pain? Our internet at home was down Sunday evening. It took my wife over 30 minutes to fight through the maze of automated customer service questions to reach someone who could help us. Last week, I went online to buy a friend’s new book. I had to sign up, join in, and tell the retailer everything except my oldest child’s middle name (they only wanted her first). And another time, I was at a brick-and-mortar store when… that’s enough about me — I’m sure you get the idea and have your own stories. It seems we’re all quick to complain when we find businesses that are difficult to work with, but do we apply those same expectations to our places of business?
Where Does Your Business Cause Customers Pain?
Every business cause customers pain. Ask your team these questions to start a conversation on where your business causes customers pain. Think about what other questions you should ask of your organization.
- Is your business more difficult to work with than it needs to be?
- How and when could your business improve communication?
- When and how does your business underdeliver?
- How could your customer service be improved?
- How well does your company listen to its customers?
Great organizations look for ways to alleviate the pain. Where can you ease the pain?
Types of Pain
Actions — How, what, and when you do things, positively or negatively, and their effect on customers.
Systems — How company procedures impact the customer’s experience.
Attitude — How customers are perceived (are they a nuisance or a privilege?) This makes all the difference in their perception of you.
First, Identify the Areas of Pain
Whether they interact directly with the customer or not, every department of every organization affects the overall customer experience. You have a choice; you can either cause pain or begin the healing by identifying areas of pain and striving to make improvements.
- How can you make it easier for customers to work with your company?
- What systems cause your customers pain, and how can they be improved?
- What does your company do that disappoints customers?
- Does your staff’s attitude toward customers ever cause customers pain? If so, how can you change that?
You have the power to reduce your customer’s pain. It begins by reviewing every job you design, produce, install, or service – and simply asking, “How can I make this easier?” Rome wasn’t built in a day, and you’re not going to change every customer-unfriendly system in your organization, but if you look for the pain, you’ll be surprised how much can be improved by simple actions and attitude adjustments. What have you done to make it easier for your customer to do business with you?
Postscript
I used this post as the outline for a meeting with a management team. First, I sent them the questions then facilitated a discussion. Our goal was to form an action plan based on each attendee recognizing an area of pain and committing to a plan to solve or reduce the pain. I mention this because if you’re part of a team, you can copy this post and do the same.
How Can I Help You?
I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me.
So, does your business have a management training plan? Because, if not, many organizations, large and small, use my book, The New Manager’s Workbook a crash course in effective management, as the basis for their leadership development program. Check it out. It might help you stop putting off what you want to do.
