3 Ways You Might Be Making It Hard to Do Business with You
I stopped by my local office supply store the other day to grab a few legal pads. I found the right aisle, turned the corner, and ran straight into a giant cart blocking the shelves. Of course, the pads I needed were right behind it.
Sure, I could move the cart. But sometimes it’s not that easy. Ever been at a home improvement store where a forklift blocks the item you need? Or at an electronics store where a tall ladder is parked right in front of the keyboard you came for?
That got me thinking. How often do we do the same thing to our own customers, either internal or external? Whether you’re a business owner, department leader, or project manager, we can accidentally make it harder for people to get what they need from us.
Here are three ways that might be inadvertently happening and how you can “move the cart.”
1. Complicated or Overloaded Intake Forms
You’ve seen them. Those never-ending forms that ask for every detail imaginable. Half the time, the information isn’t even used. Or the questions are so technical that only an expert could answer them.
Move the Cart: Keep your intake process short, clear, and focused. Ask only for what’s truly necessary to get started. The easier you make it, the faster people can say “yes” and get to what they need.
2. Making Customers Start Over
We’ve all been there. You call your internet provider when the service is down. You explain everything—name, account number, what’s wrong, how long it’s been happening, what you’ve tried. Then you hear, “Sorry, not my department. Let me transfer you.”
And then it starts all over again. So frustrating.
Move the Cart: Don’t make your customers start from scratch if you need them to talk to someone else in your department or company. Pass along the details and set up the next person to help quickly. A smooth handoff turns frustration into confidence.
3. Giving Conflicting Information
One person says, “That won’t be a problem.” Another person in the same company or same department says, “They told you what?”
When customers get mixed messages, confidence erodes. It shows that your team isn’t aligned and leaves customers wondering what’s true.
Move the Cart: Invest in consistent training and clear communication. Keep your knowledge base articles and procedures up to date so everyone delivers the same message. Customers should hear one clear voice, not confusion.
So, go ahead, grab your own legal pad and do a quick audit of your own business or department. Are you making things easy or blocking the way? The more carts you move, the faster your customers can get what they came for.
