“Meet your customers where they are, not where you want them to be.”
Too often our policies, practices and plain old habits evolve to serve the convenience of our employees and our organizations. We do things in a way that save us time or money without necessarily thinking about how our customers are affected.
So we create policies and procedures that force customers to call us and wait on hold between the hours of 8 am and 5 pm only on weekdays. Or we expect them to wait patiently at home during a 4 hour window for our service person to arrive, hoping they actually make it. We cram customer service into digital channels like email or chat or web-based contact forms devoid of any human contact. We expect them to arrive on time for their appointment but we make them wait once they do arrive on time.
If we want to deliver an amazing customer experience, and keep our customers coming back, we need to see the world from their point of view. We need to build our practices and policies so they work for our customer first.