Rush hour in Palmerston North is more like rush minute. The swell of people going to work and parents taking kids to school slows one down by a few minutes, and even when brought to a crawl, the crawl usually lasts for less than a block. Driving about Palmerston North is easy - no more that twenty minutes to anything you need to attend. It’s one of the reasons we live here - it makes our lifestyle easy.
What do you do which makes life easy for your customers? In a world which is increasingly busy, time poor and pressured, those businesses who make life easier for their customers are the ones which draw more attention. Businesses such as Frog Parking, which allows you to use your phone to pay for your parking, and stops that endless search for spare cash, or the unexpected holdup which means you don’t get back to your vehicle in the time allotted, have honed in on a need and created a product which makes life easier.
Do you look for the little things that make it easy for your clients to use you? Products that are easy to find and buy on your website. (Ever been to a website, found exactly what you’re looking for and then not been able to find a way to purchase it?) Clear and readable information on pricing, content, capacity, process. Most people know what they’re looking for and making a decision to buy is easier if they have all the information at their fingertips
Clarity in price, delivery times and consistency in service. I cannot count the number of times our family would have called into McDonalds on a roadtrip because we know what we will get in terms of service and food, and in a full and busy life, it’s an easy decision.
Do you talk to your customers? And listen carefully to their words? You cannot replace a few minutes of genuine face to face conversation for knowing your customers, their pain points and their sweet spots.
Consistent and carefully constructed conversations with your people, with genuine interest in their lives will enable you to create way to make life easier for them and you. Shopping for a ring for our daughter’s 21st, the variety of service between the dozens of jewellers we visited was huge. From those who scarcely noticed you’d entered their shop, to those whose careful questions helped them understand our needs and provide us with viable options to choose from. Careful attention to conversations, looking for patterns and pain points, means you will have solid knowledge to provide the help your clients are looking for.
Is your buying process clean, clutter free and clearly communicated? Processes are a work in progress and a gentle tweak, shift in perspective or lift in efficiency can make a tremendous difference. The couple of extra minutes spent ensuring your processes are well taught and used can save you huge costs mopping up mistakes and caring for disappointed customers.
Step back from working in the business and have a good look at what’s going on. What could you work on to make it easier for your customers, or for your team? It’s those little things you implement that make a big difference in the lives of your people.
Here’s to your success!