Guys like to fix things… If it’s broke, I prefer to fix it, right away…not wait on it to get better or ponder the consequences.
If there is a leaky faucet, a loose cabinet door, a squeaky door hinge, a faulty electrical appliance… I want to fix it NOW. It is in my makeup.
Now that is fine around the house. But when I encounter a billing process or an endless voice mail loop that I can’t fix, I get really frustrated. The other night I called Best Buy to check on a new laptop they were preparing for me. They didn’t have an option to press for “Get Information on Your New Laptop.” I tried pressing 0 for receptionist, but was told by the recording that option was not valid. It took a deceptive choice for a live salesperson to get someone to answer their phone. I had to listen to Christmas music for three minutes while waiting (Guess Mother’s Day is over so let’s rush the Season along).
If your customers are complaining about the service your render. Fix it!
If your prospects can’t get you on the phone to answer a simple question. Fix it!
If people are leaving you for your competitor because their service is better. Fix it”
If men and women constantly ask you for the same information they can’t find easily on your web site. Fix it!
There are a LOT of companies out there who are willing to fix customer problems that you assume people will continue to put up with. If you don’t fix it; the others will (or already have).