Call it a blind spot. Call it regimented thinking. Call it the-way-we-have-always-done-it. But by any name, there are actions and practices that far too many businesses engage in that can unknowingly drive customers away.
When I observe such practices, I move from being angry to just plain sad. Really sad. Because the truth of the matter is that no one CONSCIOUSLY set out to ruin my day. No one sat in a board room and dreamt up procedures that would have us leaving in droves. No one woke up and said, “I can hardly wait to make you miserable.” It happened “because”. Because the truth of the matter is that it takes courage to stop and ask the critical question: Does this serve our customer? Our member? Our community?
We all “know” the rules of service. But sadly, sometimes we don’t take the time to think through just what our actions might be do or say to the customer. Here are some actions guaranteed to drive folks from the doors of an enterprise. It’s time for all of us to sit up and notice!
Over promise and under deliver.
Bring people to the conference with the promise of cutting edge material....
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