Last week I took our dog to the vet to get a routine vaccine. All I had to do was leave him on the way to the office and my wife would retrieve him later that day.
I arrive at 9:15am and the office is empty, but the front door is open. On the counter is a sign that says something to the effect of
“We are in our morning huddle. One of the team will be out shortly.”
I had to wait 10 minutes before someone helped me.
My translation of this sign is:
“We are having a meeting that is more important than our customers. Please wait and we will help you when we feel like it.”
This is a small business. They care for dogs and cats. They have a large number of competitors in Fort Collins, many of them are closer to my home. Until this incident, I never had a desire to find another vet. Their office management practices and the resulting poor customer service, has created doubt in my mind that no amount of advertising or discounts can erase.
How many of your firm’s practices are designed to make YOUR life easier and the expense of your CUSTOMERS. If you are diligent enough, and courageous enough, I think you will find plenty of low-cost opportunities to improve your customer service. Don’t let dumb decisions drive away customers.
Contact me if you want to discuss how to improve your firm’s profitability and productivity.
Copyright 2016 Doug Ringer
Doug’s Blog is a frequent memo that is always powerful and to the point. It focuses on innovative ideas to help organizations create Profitable Habits that improve profitability.
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