‘I just want what I want. Is that so hard?’
Some of the troubles I’ve experienced as a customer include not feeling listened to or cared about, not having my specific need addressed, and the job not getting done quickly enough.
Of course sometimes there is an issue with product quality or something is too expensive, but it seems to me that most of the time, people just don’t get their problem solved… the problem they came to you with in the first place.
As a business owner I know what a challenge it can be to ensure you are delivering the top product and service, tailored to the individual’s needs, delivered HOW they want it and WHEN they want it.
But as a customer I also know how frustrating it is to feel that you can’t get a simple problem solved quickly, efficiently and thoroughly.
Do I care about the technical details of how the technology works to do your job?
Do I care that you suddenly got an urgent order from another customer so have had to push mine back?
Do I want to learn all about how to do your job so that I can pay you, and then do half of it for you?
People don’t care about how or why – the background stuff – they just want their problem solved! Quickly and efficiently and without it taking up too much more of their time.
Is that too much to ask?
Maybe, maybe not. But I reckon if you can solve a problem – fast, properly, and with a smile – you’ve got the top secret to ecstatic customers who’ll send lots more business your way.