Make Sure You Focus On The Customer - Small Business Solutions from Denise O'Berry

Make Sure You Focus On The Customer

My husband and I were in our favorite Lowes Home Improvement store the other day. One of the really neat things about Lowes is that you don’t have to go running all over the huge store to find someone to help you. 

Strategically placed around the store are little buttons you push which activates a loud speaker announcement that you need help. But there’s a catch. The store employee normally responds very quickly — in an attempt to meet some company metric I suspect. It seems that they must respond in a minute or so. But that doesn’t mean you will get the help you need.

Way too often the employee shows up and says, “I’m helping another customer and will be right with you.” Many times the follow up wait is about 10 minutes. Bleh. Kind of frustrating from a customer perspective. I don’t know about you, but I experience relief when I see that company jacketed rep come toward us and then disappointment when he leaves without being able to resolve our issue.

So what’s the right answer? It’s a balance between satisfying your business ability and goals and making the customer happy. Unhappy customers talk more than happy ones, so take a look at your customer service process and see who it is serving more — your company or your customer?

What do you think? Please leave a comment.

About the Author Denise O'Berry

Hello! I'm Denise, Your Strategic Partner -- Let me guess. You bought into the hustle, hustle, hustle vibe and now you're on the brink of burnout. You keep setting your alarm for earlier in the day, but don't gain anything from it -- except bleary eyes and frustration about how little you've accomplished at the end of the day. I get it. I've walked in those shoes and they aren't a good fit for anyone. Let me help get you where you want to go without all the stress and frustration.Click here to learn more.