Here is a great question: “Are you easy to do business with?”
That may sound like a simple question, and you may immediately want to say, “Yes!” However, I urge you to take a close look at how you are perceived by your customers and fellow employees.
Certain companies create an image that they are extremely easy to do business with. Their sales people are friendly. They bend over backwards to take care of you. They provide a “hassle-free” experience. They never question a return. Most people (especially me) love doing business with a place like this.
I recently had the opportunity to refinance my home mortgage. Interest rates have been dropping for a while, and I felt now was the time. I shopped to find the best rates. I ended up doing business with Nexstar, and the guy that helped me was Brian Parks. He is the perfect example of how to be “easy to do business with.” He assured me the application, taken over the phone, was going to take less than fifteen minutes. He assured me how much things would cost and explained everything in detail. I completely understood the process and along the way there weren’t any surprises. He followed up after the “closing” with the title company to make sure that went well. If I called to ask a question and Brian wasn’t available, the person on the phone was able to access my information and thanks to Brian’s great notes, they could answer my questions. My experience with Nexstar was nothing short of perfect. Most important, it was easy!
I recently bought a pair of pants from the Men’s Department at Neiman Marcus. My sales rep, Patty, assured me the pants wouldn’t shrink if they were washed at home. Her comment was simple. She promised, “If there is anything wrong with the pants after you wash them a few times, bring them back.” It was that simple!
Look at your business through your customers’ eyes. Have you made it as easy as possible for the customer? Or are some of the procedures in place simply for the convenience of you or your company? Ask your customers. Listen to their answers. Find out ways to improve. The bottom line is the easier you are to do business with, the happier your customers will be.
Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692- 2200. Email: shep@hyken.com Web: www.hyken.com