Here is your Daily Dose of Amazing Service:
Don’t hide important information
And here are some additional thoughts on this topic…
I had a document to print and I wanted it spiral bound for easier reading. So I pointed my web browser to Fedex Kinko’s to get pricing before I went to their nearby store to do the printing. What I found amazed me. Actually, what I DID NOT FIND amazed me. Nowhere did I find copy or printing prices on their web site.
So I went to Google. (When all else fails, call on Google!)
Still, I had no luck finding printing prices for Fedex Kinko’s (or OfficeMax) but I did find something sadly amusing. This blog post was written by another frustrated surfer looking for the same thing. (She never found it either.) What’s funny is how many other people found this blog post (and commented about it) when they were looking for FedEx Kinko’s printing prices.
Think of all the potential customers Fedex Kinko’s has driven away because they make it hard to get pricing for something as simple as copies. And it does not have to be this way. Because I went to Mimeo.com and got a price quote in under 60 seconds. (It was a very good price quote too!).
People generally like to know what the price is BEFORE they make a buying decision. When you withhold that information you’ll lose some and you’ll irritate others. What you won’t do is build customer loyalty.
{ 2 comments… read them below or add one }
I’m stunned a how difficult some businesses make it to… ummm…do business with them. You chose a great example, and there are many more like that. It would seem that if you wish to get customers in the door, you should think about the basic information they’ll be looking for.
Your example also proves how Google (or Bing or whoever) comes to own your interaction online with potential customers if you don’t pay attention. Thanks much for the post.
Hi Roy – it IS stunning sometimes how difficult some companies can be. But I think it’s because they’ve never seen their processes from their customer’s perspective. Probably just one walk around the block in their customer’s shoes would make a huge difference. We can only hope! Thanks for reading Roy!