How hard is it to give you money?

We spend plenty of time talking about what’s making business harder.

But here’s something worth asking yourself: are we making life harder for our customers too?

Do they have to chase a quote? Hunt for a phone number? Repeat the same information to three different people? Wonder what happens after they’ve placed an order?

Those little frustrations are easy to miss when you’re busy running the place.

You can’t control every decision made in Westminster. You can look at your own business this week and make one thing better.

Start with the experience of buying from you.

Try making an enquiry through your own website. Read your quotation as if you’d never dealt with your company before. Ask a regular customer what they wish was easier.

Then fix something.

It might be a clearer explanation, a quicker response or a simple update that saves someone having to chase you.

And remember to thank them. Properly. They’ve chosen to spend their money with your business.

One improvement this week. Another next week.

You don’t need to wait for a Budget, a new system or a quieter month to start looking after people a little better.

Mark Smillie
07710 466166