In anything and everything we do, whether its in Business or our Personal life, we like to see where we can cut corners. You know streamlining the process, saving a few bucks, and most of all saving time.
However, cutting corners does come at a price. Can you or your organization afford to pay that price?
Think about this: A process has a corner cut here and there because 99.999% of the customers do not need that corner, in the first place, to deliver them exceptional customer service.
Everyone is happy!
The employees are happy that they do not need to do something “needless” or extra. The manager is happy because it is one less thing she has to hold her staff accountable for. The owner is happy because the cost per customer ratio is low and that means saving money and more money in the company coffers is excellent. The customer is happy as their time spent interacting with the company representative was reduced because of cutting that corner.
However, is the customer truly happy? Yes, 99.999% of them are happy.
Why not 100%?
It is going to be the 00.001% that is going to want that cut corner returned. It is whatever was cut that will be the one thing the 00.001% will NEED (not want) to achieve a successful transaction with the organization.
Guess what? No, Happy Customer here!
Also, that customer will make the loudest noise. Trust me on this, when a customer is NOT happy she will let everyone within shouting distance know.
Does the corner really need to be cut?
If so, are you prepared to deal with the repercussions of being unable to address those that need that item that was cut from the process?
Here is where a manager might say, “We will deal with that when it happens.”
Great answer but what about when the 00.001% customer that is a once in a three or four year customer? Will you or your organization remember how deal with the missing corner then?
Cutting corners can be good for the organization and most of its customers. But remember in a large pond a pebble dropped in the center will create ripples that will take a while to reach the shoreline. Therefore, think long-term before you go around cutting corners for the sake of cutting corners.
Thank you,
David Guerra
I invite you to follow me on Twitter: @daveguerra • visit my website: www.daveguerra.com
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