When Customer Relationships Get in the Way

May 3, 2009 | By | Add a Comment

It was written on a sheet of paper.

Clear, thick black pen on crisp white paper. It was positioned full square in the glass door – the only one that opened of the two doors available), at the entry to the shop.

“We do NOT provide change for parking”

Clearly the provision of change was an imposition placed on the shop by customers and passers-by.

So they were making it very clear that they didn’t (maybe there’s a whole piece somewhere about clarity too) offer this service.

It got me to thinking about other signs I’d seen around shops. “No Entry” is a favourite. Another is “We do NOT give refunds for sale items”.

And I wondered why these businesses go so out of their way to alienate their customers and potential customers.

Sometimes I’m in awe of how hard businesses make it for their customers, because they, the business, like it that way.

This is about their systems, their small discomforts and ultimately not about what their customers would find useful or helpful.

If anyone reading this comes up with any strict rules about what businesses or organisations will or will not do for you as a customer, I’d love to hear them!

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