I love grocery shopping because you can take a food tour of the world in one store or market; you can compare price, quality and variety of an abundance of products and, if you‘re lucky, sample a product and get a discount coupon for it without having to buy it. For the past fifteen years, I have been a loyal customer of a grocery chain that operates in Canada’s two most populated provinces. Recently, however, I am wondering why they are making it so hard for me to do business with them. There is considerable competition among several chains and independents for my food dollars and I am finding myself spending more and more of my money at the competition.
Before I continue, I am a committed consumer who takes the time to call the Customer Service department of an organization when I receive either poor or outstanding customer service and when I want to provide a complaint or a compliment. After repeated calls to the Customer Service department of this grocery chain and a chance in-store meeting with members of their senior management team, there seems to be no effort to change what seems to be a concerted effort to anger, confuse and alienate loyal customers like me.
I am extremely grateful to this grocery chain for four reasons. First, I am now a customer of a competitor store that has the same products at much lower prices, friendly and helpful staff and a visible and approachable manager. Second, I am saving a lot of time, money and energy and grocery shopping has again become an enjoyable expedition rather than an aggravating adventure. Third, my experience with this grocery chain has motivated me to closely examine how I do business so that I make it as easy as possible for my clients to do business with me. Finally, I am encouraging my clients to do everything possible to make it easy for their clients/customers to do business with them.
Take the time to look at how you do business and how your business does business to make sure that you and your business are doing everything that you can to make it easy for clients/customers to do business with you.