September 17, 2018

So demanding


Customers can be so demanding.

Sometimes, all they seem to want is information about your products and services, about the products and services they’ve already ordered, about how to deal with your company, about your prices and policies and working practices and policies. Their need for perfectly reasonable information only serves to underline that you haven’t made it available in the first place.

Three options:

– Find a way to eliminate the need. Iron out the variables and make everything obvious from the get-go.

– Give them what they want. Put people and systems in place that answer every question completely and with joy. A bit more expensive, but the output … happy campers.

– Make them prise it out of your reluctant hands. Separate out the sources, eliminate coherence, make it difficult to find and near impossible to access.

Your actions show your customers your answer.

Skippy strategy: Give them what they want.