The Straw that Broke the Camel's Back
© Depositphotos.com/voddol
Originally dating back to the 1850’s, I’m sure you’ve heard this reference many times. It’s in countless novels, songs, and you’ve probably said it yourself more than once.
I’m not sure why I like this expression as much as I do, but I heard it in passing conversation earlier this week and I’ve been thinking about it a lot ever since.
There is a limit to pretty much everything.
The hours in a day.
The amount of phone calls a person can take.
The total number of transmissions your builder can crank out.
The patience you have at the end of the week.
You have a breaking point. I’d be lying if I said I didn’t have one. While we’re naturally aware of our own immediate stresses and how much we can handle, it’s easy to completely miss the breaking points of our customers. And all of the little straws leading up to it.
Unless you’re a one man or woman business, there are multiple people, touch-points, and experiences that connect your customers to your business. Any single mistake that may not seem like that big of a deal at first could just be the straw that breaks that customer’s back – and sends them running to your competition.
With a few weeks into this brand new year, consider making an effort in 2014 to limit the straws you (and your team) are putting on your relationships with your customers.
– Respond to all messages & emails in the same urgency you would if it were your company president asking for your help.
– Be polite and friendly on the phone, even if you’re having the Worst. Day. Ever.
– When you make a mistake, apologize immediately. And mean it.
– Thank your customer with every sale. They have a choice where they spend their money and spending it with you deserves to be recognized.
You have limits. The guy sitting next to you has limits. And as Director of Customer Experience Jennifer Porter shares this week, so do our relationships with our customers. Are you adding to the straws that break a customer’s back? Comment below or share with Jennifer directly.
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