The Invisible Consumer


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Have you ever felt ignored, unimportant, annoyed, upset, disenchanted or as if you were a bother as a customer, patient, parent or student?  Where your are basically…invisible?

The state of service today is disgusting to say the least. The latest research shows that only 4% of people will take the time to provide organizations with feedback.  Why you ask?  Because we don’t think it will make a difference.  Because we feel…invisible.   The other 96% of us will tell as many people as we can about our experience with your organization.  And just in case that isn’t enough 59% of us turn to Yelp! or other social media sites to vent.  You can include me in that percentage.

If your organization serves anyone, anything, then let this poem serve as a wake-up call.

Remember Me?

Author Unknown

I’m the person who asks:
“How long is the wait?”
You tell me ten minutes…
but it gets very late

I’m the person who sees:
The whole staff loiters
While my waitress does everything
But take my order.

I’m the person who says:
“That’s not what I ordered…but it’s O.K.
I’ll eat it anyway.”

I’m the person who calls:
To see if my lost item was found
And all I get is a run-around.

I’m the person who leaves:
With a slight frown
Cause the hostess is no where to be found.

I’m the person who should:
Write a negative letter
But feel it wouldn’t make anything better.

Yes, you might say that I’m a good guy…
That I understand that you kind of try.
But, please read on and you will see…
That there’s another side of me.

I’m the person who
Never comes back
Because of something you tend to lack.

It amuses me to see you spending
Thousands of dollars on ads never ending
In an effort to get me back into your place
When you hardly even remember my face.

In order to keep me as a guest
I have but one simple little request…
When I am here all you have to do
Is give me the service I’m entitled to.

Each and every time a consumer comes in contact with your organization they have an experience.  What that experience is and how it plays out is up to your organization and your employees.  Realize that your organization has the power to drive your consumers in or drive them out based on their experience.  Their experience will generate either positive or negative word of mouth.  Their experience will increase their trust in your organization and employees or it will destroy it.  Ask yourself, from the moment my consumers come in contact with our organization what’s their experience like?  Would you do business with you?

Inexperience in serving your customers and failing to harness the power of your employees to influence the experience is expensive.  Our goal is to highlight the invisible factors that many organizations aren’t aware of, choose to ignore or just don’t think are that important.  It’s time to make the invisible, visible and create an extraordinary experience.

We would love to hear your experiences.  Tell us about a time when you felt invisible.  What organization’s need our help making the invisible, visible?

Republished with author's permission from original post.

Jen Kuhn
Jennifer Kuhn is a talented, energetic and enthusiastic consultant, trainer and speaker. She has provided thousands of employees, coaches and executives with guidance while they work to enhance their professional skill development. Jen's approach has been hailed by participants who were initially skeptical or resistant. Her unique and non-threatening style wins over the most jaded employee that allows them to learn and grow within their organization.


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