Would Your Customers Say You Are Easy To Do Business With?

We are all so very busy today. Life is fast paced and it seems like the things we need to do far out weigh the things we want to do. As a business owner you know this all to well. Your customers are no different from you. They are juggling the same things that you are. Do you think they would choose to do business with someone who makes it easy or more difficult? Easy right?!

If we were to survey your customers, what would they say?

We were contacted recently by a company who was not experiencing any growth in fact their sales were decreasing. They were not able to figure out what the problem was.  We spent time speaking with the employees, watching and analyzing the sales process and came to the conclusion that the processes they put in place to make the sale were actually making it difficult for their customers. Especially repeat customers who did not want to have to share their personal information each and every time they placed an order. 

With the help of the front-line employees, we were able to simplify the process and make it easier and quicker for their customers to place an order.  By involving the staff that were ultimately "in charge of" placing the orders, we quickly made the changes necessary and they were part of the new process and therefore were invested in the outcome. The outcome of course would be increased sales leading to growth. We measured results for a specific period and were thrilled with the outcome. This small but significant change had two dynamic benefits. First, it increased sales and the company is now growing. The second benefit which is a passive change, yet still extremely beneficial, is that the staff is now focused on placing client satisfaction first. They have seen that they play an important role in the success of their company and have more pride in the job that they are doing.