Service

If you are concerned with protecting your business, does that mean you will sacrifice the customer experience?

Many lawyers and consultants talk about customer experience, but deep down and behind closed doors, the customer experience is sacrificed at the altar of liability. So the only comment you will hear is this one. “ It is important.”

That statement is a claim without a warrant, not a persuasive argument, or a reason to continue frequenting your place of business.

Here is an example, I went to an amusement park with the family, made reservations online, and created a sign-in using my email address; of course, I know that giving them my email address means that I will be getting sales offers. So, fine, that is ok.

Of course, I don’t recall my login and email address for the amusement park; the park encourages me to download the app for a great experience. I get to the park and want to check the wait time for a ride. When I click check wait times, the app tells me to create an account and sign in.

This is an example of poor customer service and not caring about the person. I am at the park with my family, I don’t have time to be remembering signs in’s. It’s pure greed. You already have me at the park; I am paying 4.50 for water, 35.00 for a pizza, 6.00 for soda; you are making money off me.

But that isn’t enough. You need me to sign in, so you can send me more offers to put me in your sales funnel.

All you did was tick me off and lose me as a customer.

Remember, the customer is important, or maybe the customer isn’t. I assume that the pursuit of profits at all costs is the purpose. But remember, lawyers and consultants. Customers do a business, not your policies.