How easy is it for customers to get what they want?

If you want to make money online or in any business for that matter, you have to make it easy for customers to get what they want. Isn’t that true? It is almost self evident. But why do so many companies make it hard?

I want you to think back to a time when you had to stand in line a long time in order to make a transaction. For me, the grocery store immediately comes into my mind. Or how about waiting in line at the post office? Maybe at the doctor’s office? How about the wait to go through security screening at the airport?

As customers, we are treated like cattle sometimes, right? “Just take your place in line and please wait quietly.” That’s what they want you to do, and don’t you just hate that? I certainly do. More than you.

It is no wonder that more and more transactions are moving to the internet. Customers are fed up with waiting in line, and are moving away from the brick-and-mortar world to the internet.

Would you believe this same situation occurred in the bible too? Check out the book of Exodus, chapter 18. Here we see Moses getting up in the morning and going to work as the judge of the people’s quarrels.

“The next day Moses took his seat to serve as judge for the people, and they stood around him from morning till evening.” Exodus 18:13

That does sound like going to the Department of Motor Vehicles, doesn’t it?

His father-in-law sits and watches this spectacle, and finally has enough. And it is almost comical. In effect, he says to him, ‘dude, what the heck you doing? Your customers are waiting in a long line and are growing old. Not only are they getting ticked off, but you’re going to wear yourself. You got to serve your customers better. If you don’t, they will eventually tire of you and find someone else to go to.’

Has anyone said that to you in the last 90 days? Have you surveyed your customers to find out about your service? Do you really care for their needs?

Most online retailers that I do business seem to have an “I don’t care for you attitude.” They take the position that if you can’t find out the information for yourself, then you’re not the kind of customer they want to deal with. They hide their contact information so you can’t find it. Sound familiar? How about your company?

I keep hearing from my fellow internet marketers that the internet is all about relationships. The way the most companies operate, you really have to wonder if they believe what they say.

The internet has solved the problem that the brick-and-mortar retailers have: waiting in line at the cash register. But one problem that they haven’t solved yet is making the one-on-one connection directly with the customer, and doing it quickly.

My question for you today is how easy do you make it for customers to come to you and ask questions? I’d also like to recognize the internet businesses that do encourage customer questions. So if you have some examples you’d like to lift up, please leave a link to their web site.

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  • http://www.aprilbraswell.com Vegas Boomer Dating Expert

    Man and the people of Israel HAD to wait!

    At least with the Post Office there is competition now.

    moo! CostCo. Wal*mart. I think of where CHEAP price is part of what is sold vs VALUE. Don’t you find that to be the case?

    Happy Dating and Relationships,

    April Braswell

    Dating Expert and Online Dating Coach

  • http://www.stopthesun.com/blog Trisha Chambers

    Only say a little and show a lot!

  • http://customhomemadegifts.com Peggy Larson

    OK, this is embarrassing but I’ll share. I always encourage my customers to call or contact me when they need a product. However, some have told me the reason they don’t contact me when they need something is because I keep them on the phone too long! Here I am thinking I’m “building relationships” when evidently my customer already feels we have a good relationship and they just want to say hello, order, and be done. Sort of like standing in a long line?

    Peggy Larson
    Custom Homemade Gifts

  • http://www.directsellingadvice.com Mark

    From my experience, it depends on the type of business you are in… some people don’t want a “relationship” with you they simply want their purchase and move on… (I think big name discount stores). When I need to talk to customer service or support I like the site
    GetHuman.com.

    Mark
    Direct Selling Advice, Tips, Skills & Techniques

  • http://www.kettlebellolympia.com Dr. Wendy Schauer, D.C., R.K.C.

    I’ve learned from a very wise man, Kevin Hogan, that people want love, appreciation, and respect…they want it in life and they want it in business. I always try to remember that when dealing with clients in both the on-line world and the real world.

    Yours In Health!

    Dr. Wendy
    http://www.kettlebellolympia.com

  • http://www.scottbellconsultant.com Scott Sylvan Bell

    In a world where just about everything can be outsourced or ordered on the internet it is a matter of take care of the clients now or do not have nay in the future.
    Scott Sylvan Bell
    http://www.scottbellconsultant.com
    Now go implement!

  • http://www.simplesurvivalguide.com Rob Northrup

    We need to make every client feel that we have a real relationship and that their best interests are in the forefront of our minds when we advise them.

    Seize the Day,
    Rob

    Simple Family Survival Tips For Disasters and Emergencies

  • http://www.yourchanceforromance.com Sonya Lenzo

    Two examples from Minnesota. I used to order my groceries from Lunds.Got a big gift certificate for them for Christmas. I tried repeatedly to use it online.I called their customer service…5 times. The local store manager told me he would personally fix it.The situation never got resolved. Now I use Gopher Groceries.Very easy to use…but I would never have used them ifI had not run in to the problem with using the gift cert on line with Lunds.
    Sonya Lenzo
    http://www.yourchanceforromance.com

  • http://www.babysittingworld.com Lisa McLellan

    My doctor’s office does surveys all the time and they always ask about the wait. There never is much of a wait which is great. I can remember waiting 1 – 1 1/2 hours every time I went to the chiropractor. I hated it. I felt like he didn’t care that much about his patients at all.

    Lisa McLellan
    Babysitting Services, Nanny Services, and Nanny agencies

  • http://www.ColumbiaSafetyProducts.com Mike Norris

    The DMV has to be the all time worst for making you wait. You need to take a day off work for a 10 minute transaction.

    Mike

    http://www.ColumbiaSafetyProducts.com

  • http://www.stevechambers.com Steve Chambers

    Funny how a lot of businesses make it difficult to buy from them. Important to remember that the customers are the lifeblood of the business, not pests to be avoided.

    Steve Chambers
    Body Language Expert

  • http://www.ThingsToDoForFreeIn.com Michelle Mason

    There are a couple of things I would love to see us do to improve customer service – show an email address (I understand why people do not do this, but I find it frustrating), and accept gift certificates online. Other than those two things, I think we are great at customer service!

    Michelle
    Fun and Free Activities

  • http://www.bayarearoofingca.com David Escalante

    Speed and effectiveness is everything

    David Escalante
    Bay Area Roofing San Francisco CA

  • http://workoutwithsabrina.com Sabrina Peterson

    I a fan of KISS (keep it simple sweetie) and I have found that most people appreciate simplicity and ease of use as well.

    Sabrina Peterson, NASM CPT, CES
    Fat Burning Home Workouts

  • http://www.EslLessonUsingSocialMedia.com Eileen O’Neill

    A company I enjoy dealing with because of their excellent customer service is http://www.DigitalJuice.com(DJ). They produce and distribute royalty-free vidoegraphy, photography, music, etc.

    Not only do you get great service from customer service, but the CEO, David Hebel, sat up an online customer Chat line, is daily present on his company’s forum and is even available via email.

    Besides producing excellent products, Dave makes it a pleasure to do business with him and his company. In dealing with DJ you feel loved, appreciated and respected.

    So DJ is a company that I would give the highest amount of BIG GOLD STARS possible for making it convenient and a pleasure to do business with!

    Eileen O’Neill
    ESL, EFL, ESOL Lessons Using Social Media