Quit Being Difficult!

by smallbizbee · 14 comments

One of the many benefits to writing for SmallBizBee.com is once in a while a topic comes along that allows me to help small business owners with their business, while blowing off some steam on topics that drive me absolutely mad. My number one business peeve is so obvious that's why it bothers me so much.

So what's the number one pet peeve?

Businesses who are difficult to do business, especially when I am trying to PAY them!

This is absolutely inexcusable, and I see it all the time. What do I mean by being difficult?

Let me give you an example:

A couple of days ago my cell phone died, just stopped working, and gave me no warning it was nearing the end of it's life. In my business my cell phone is business and ordering a phone online only to wait a couple days for it to arrive in the mail just wasn't going to work. So, I made the dreaded trip to that preteen babysitters club known as the mall with the intention of visiting one of the nearly 200 cell phone kiosks there and purchasing a new phone. When it comes to selling a phone, I was the buyer these guys should have been looking for. I was stuck and I wanted to purchase NOW! "Easy commission" was written on my forehead.

Unfortunately my enthusiasm to purchase was not met with the same enthusiasm to sell. I was the only customer at this particular outlet, however 15 minutes passed as I wandered around looking at the numerous phone models they had displayed, before the lone customer service rep noticed me.

Finally, I get..."Help you with somethin'?"

I just come out and say it, "Listen, my phone just died and I need a new one tonight...which is better out of these two", pointing to the display case.

"Uh, hold on a second...", he answers his personal cell phone gives directions to the caller to his house where something is "going down" later.

"Sorry about that, uh, what's up?"

I repeat my questions.

He actually says, "I don't know, I like mine" and hands me his phone.

It's a new model, and believe it or not I actually like it enough to say "Sold, I'll take it!" With commission dollars dancing in his head you would have thought he'd spring into action. Not so much. Nonchalance is the only word to describe the speed at which he begins to get my phone.

"Dude, all we have is green or pink".

"No other colors, you're sure?"

"Let me call our store upstairs" Calls store upstairs, "yeah they got a black one".

"Great, I'll take it!"

"Uh, we can't leave the store alone" he says, "You mind running up there and getting it?"

Whatever, at this point the mall is nearly closing and I need a phone tonight. Truth be known I'd probably run around the block for it, but I still thought a better store transfer procedure (other than having the customer hoofing phones back and forth between stores) was needed.

Back from upstairs, we begin the checkout process in earnest. Mind you online this takes roughly 2 minutes, requires one electronic signature, and a click of the radio button saying "I accept the terms and conditions". In person it takes on a song and dance that would rival the world's greatest ballet.

I have no less than 6 forms to sign, there are copies of my ID being taken and "faxed to head office", my bill is going up and down and then back up again like the stock market as he quotes me the price of the phone, minus the mail in rebate, plus the upgrade fee, minus the instant rebate, plus the...

20 minutes after checkout began, I have a total bill and we are ready to complete the payment process. The only thing softening the blow at this point is a $50 Visa gift card burning a hole in my pocket. It won't cover my entire bill, but it will help.

"Uhh, sorry dude I can only accept one form of payment." Smoke begins to come out of my ears.

"What do you mean?" "Can you run my gift card and then I'll pay the balance on my debit card"

"We can only do one card"

I put my gift card away and slide my debit card across the table. Fifty-five minutes after arriving, and after my debit card has been swiped and then "phoned into head office", I am the proud owner of a new cell phone.

Key Takeaway: Don't be Difficult to Do Business With!

Analyze your business and pinpoint every process and procedure that intersects with the customer's experience. If there are barriers to the customer at any intersection, alleviate them immediately.

Buying your product or service should be the easiest step in the customer experience, and any way the customer wants to pay should be accommodated! Keep in mind if they are unable to pay you, they will pay somebody else willing to take their money.

How about you, have any business pet peeves you care to share? Let me hear about it in the comments section below.