There’s a balance between being easy to do business with, and being easy to push around. The problem comes when we miss the fulcrum.

Being easy to deal with means listening, defaulting to flexibility, reacting to requests quickly – maybe with a positive, maybe with a negative but never leaving people dangling for an answer.

It means smoothing systems so everything flows where it’s supposed to go without getting caught in a cul de sac. It means yes-and rather than a no-but. It means asking, how do we make this easier, what do we have to do to make people want to call us, how do we eliminate the speed bumps?

If you’re not sure of the answer, mystery shop your own organisation. 

Skippy strategy: Call up, use the website, place an order, make a complaint, eat your own dog food. Then ask yourself, Are we easy to do business with?