Don’t Make Customers Do Extra Work!

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother

The following is a lightly edited transcript of the video below.


There’s not much that can give me an immediate stomachache like watching that airport conveyor belt slow down and halt without my bag on it. How about you?

Make It Easy to Get Help When Needed

I understand that bags can get lost, but why add pain to misery? Wouldn’t you want to have someone answer the phone when you call, or keep you informed? And why does the customer have to press to get the help they need?

Hope is on their way, I understand though, from many airlines. According to Forbes, 69% of airlines stated they will offer passengers real-time updates about the location of their bags.

Wouldn't you want to have someone answer the phone when you call, or keep you informed? Make it easy for your customers to get the help they need! #MakeMomProud #CX Click To Tweet

Take Responsibility for Helping Customers

When you put your customer in a black hole, it’s your responsibility to dig them out. Don’t make your customer tangle with you to have their life put back together again for something that you cause. Make the apology your finest hour.

[For more on delivering meaningful apologies, click here to read my guide.]

Here’s a comic that summarizes this “Would You Do That To Your Mother?” moment:

Click the comic to enlarge; click (Ctrl+click on Mac) and select “Save as…” to download it. 

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One thought on “Don’t Make Customers Do Extra Work!

  1. When things go wrong, the only way to get customers back on side is to show empathy and understanding and commit to sorting out the problem. This can not only placate the customer but actually build longer term loyalty as consumers see that you put their interests first. There’s more on how to deal with angry customers in this blog post https://www.eptica.com/blog/5-ways-successfully-deal-angry-customers

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