One item that HR professionals and indeed most businesses fail to do is to eliminate hassle for both their employees and customers. Are you making it hard for your customers to buy your product? As HR are you creating roadblocks to your employees that discourage them from seeking your assistance?
On this blog, I will cover eliminating hassle for our business customers. Adam Toporek of www.customersthatstick.com has a 3-point checklist that I believe is invaluable in eliminating hassle for our customers. Adam is also on Twitter @adamtoporek. This checklist will help us determine the amount of hassle our customers face from us.
Does the process require more effort or steps than it should? How can you decrease the numbers of steps you are having your customer take to purchase your product? The more steps the more likely a purchase will not be made. Can you at least help to mitigate some of the steps to eliminate some of the hassle for your customer?
Does a specific portion of the process often create frustration for customers? Even if you have the minimum steps possible, the frustration of touch points can significantly add to the hassle they experience. How can you determine what are the possible touch points for your customers? Can you eliminate them and add to the customer service experience of your customers?
Do the people delivering the experience add hassle even when the process does not? The best process is useless if you don’t have the right people in place. Are your people adding or taking away hassle? Your employees are on the front lines of eliminating hassle for your customers. If your employees make it hassle free for potential customers to purchase your product, you business will succeed. If you employees are uncaring and indifferent to what your customer has to go through to purchase your product, you will soon be a failed business.
How can you eliminate hassle for your customers? Leave your comments so we can all have a discussion on this vital matter.
Next time I will discuss how HR can eliminate hassle for their emplo.
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