We’ve all been guilty of a little CYA (covering your A$$), but a recent client discussion smacked me in the face that it’s a tell-tale sign of slow company.
Here’s the recap: an accounting employee that knows me personally sends an email about my annual dues (they’re an association) not being paid. I said to take it off the next check as we’ve done for the past four years. She says, “I need it in writing.” I send her a quick email, she replies with… “Per our conversation, your dues are in the amount of $X and will be taken from your next check.”
This took an extra five minutes of my day, when it should have been a simple phone call or acceptance of my email. I recognize there are protocols for compliance, but this example was overly formal. Whether your business is small or large, many customers don’t like to be hassled with formalities and insecure actions that cover one’s backside. All those actions add to up to extra time the customer spends with your business as a number rather than a coveted relationship. Customers enjoy being treated personally and with some level of trust. Spend more time thinking of ways to make the customer feel loved while staying compliant.
Photo credit: Bankruptcy CYA
