How easy is your company to do business with? Super easy? Crazy hard? Here is a simple, yet powerful tool to find the answer, The Hassle Meter.
Let me suggest how to put it to work.
1. Hand out copies of The Hassle Meter to your team, (and/or other teams and/or your executives) and ask each person to circle the number they feel your customers* would select to rate your organization on how easy you are to do business with.
2. Next, ask them to jot down the reasons why they selected that number.
3. Discuss your responses and note similarities and differences.
This is a simple way to generate meaningful thought and conversation about the customer experience, which is valuable in its own right. However, don’t stop there.
4. Visit the customers you referenced in Step 1, above, hand them The Hassle Meter, and ask them to give you a candid score.
5. After they complete this step, ask them for reasons why they scored you as they did, and to please share examples that demonstrate those reasons.
6. After thanking them for their candid input, ask them for suggestions as to how to make things better.
1. Share the findings with the people inside your organization who took part in Step 1, and compare the inside perception with the outside reality (I’d suggest a half-day session). Identify common issues, do some root-cause analysis and brainstorming, and then come up with some specific actions you commit to take to be easier to do business with. This is a great way to make meaningful improvement. But don’t stop there!
2. Revisit each customer you met with earlier, share your findings, and explain the actions you are taking based upon customer feedback. Customers are used to having suppliers seek their input, but NO ONE EVER COMES BACK OR MAKES MEANINGFUL CHANGES based on the input collected!
Taking the time (and maybe the hassle) to return to your customers with your findings will distinguish you from the pack, and you will be seen (and remembered) as the caring, committed customer experience professional you are.
* In Step 1, you can discuss customers overall, or choose your five newest customers, or designated major accounts, whatever you feel would be most valuable.