Make Things Easy for Your Customers

I have three complaints and three suggestions.

One: I am sick and tired of struggling with badly designed order forms that ask me to write my credit card number in tiny little boxes.

Two: I’m tired of getting forms from companies asking me to provide information the company already has.

Three: I’m fed up with firms that say, ‘For more information visit our website’, without giving me the specific URL that takes me directly to the page I need.

It’s time for every company and every worker to wake up and realize that making things easy for your customers is a winning strategy in business (and in life).

Here are some tactics that will help:

One: Review every point of contact your customer encounters. Ask yourself, ‘How can we make this easier, more pleasurable or more convenient?’ When you find something that can be improved, do it.

Two: Any time you want your customer to apply, renew, order or confirm anything, do everything you can to pre-fill the appropriate information. If you already know their address, put it on the form. If you already have their serial number, print it on the card. If you already have their account information, put it in the appropriate boxes, fields or spaces.

Three: When you refer customers to your website, send them to the exact page whenever you can. Taking a moment to provide the correct URL shows respect for their time and increases the likelihood they will actually click through and find what they seek.

For example, to read chapters from my other books, visit : http://www.RonKaufman.com/products.html

For an online interview with questions and answers, visit: http://www.RonKaufman.com/media/interviewa.html

For free audio and video clips featuring stories and examples, visit: http://www.RonKaufman.com/videos.html

Next Article in Customer Service Partners >> Ban the 'Internal Customer'

First Article in Customer Service Perception Points >> You Have Leverage. Use it

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Ron Kaufman is an internationally acclaimed customer service training educator for quality service. He is author of the bestselling series "UP Your Service!" and founder of "UP Your Service College". To enjoy more customer service training articles, visit www.RonKaufman.com and www.UpYourService.com

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