Evergreen and Everlasting!
“It’s about the convenience for our customers not ourselves.” My dear friend said this to me when I was complaining that nonprofit who I was trying to donate money removed the ability to PayPal or Venmo them because it was more work for them. I know it sounds like I am complaining about a nonprofit, but I’m not. The point is more than the entity I’m speaking about. I’m still going to donate, because the cause is dear to me, but honestly, I still haven’t gotten around to it yet. The ease and the convenience were removed for me; therefore, it gets put on a list of to-dos. I know I sound high maintenance and demanding, and yes, I am both things, but I am also 90% a one-woman show. I’ve one startup company, and just started another. I am on two boards, and three committees. I am a mom of two boys, a puppy, and I have a husband who travels a lot. So, removing ease when I am wanting to give, does have an impact. I also know, I am not the only one who has a lot on their plate.
Therefore, “it’s about the convenience for our customers not ourselves” should be one of the golden rules in business. When structuring our customer service, we need to take into accountant who are our clients. Does this mean having a person to answer more phone calls? Yes. Does this mean having email correspondence? Yes. Does this mean working harder? Yes.
Our focus should be creating an experience that is as easy as possible for them. This philosophy transcends all generations, services, and sales. This is also why it is so important to know your client.
Each client persona has their own pain points, and our goal should make those pain points easier for them.