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How are you training your customers?

April 29, 2011

Here’s a quick observation for the day – are you training your customers to behave in a way that slows down your profits or services?  My experience at Dunkin Donuts over the last few weeks is a good example.

Two weeks ago I got the wrong items in my drive through bag on my to work in the morning.  I had to go back and get my order re-done.  Then last Saturday, on a morning I desperately needed coffee, I got my coffee and my wife’s coffee and drove home.  And as I took my first sip, I realized they had gotten it wrong.  There was sugar in my coffee (and I hate sugar in my coffee).

So now, every time go through the drive through I take the time to check the bag from the order, open the coffee and take a sip and count my change.  Do I slow down their drive through line?  You bet.  But I also ensure that I don’t have to go back to get it right.  They have effectively trained me to act in a way that is detrimental to their service speed because of their inability to get the order correct in a consistent manner.

How are you training your customers – take a step back and look at the actions your clients or customers take that frustrate you.  Are you causing the actions because of something you company does (or doesn’t do).

What stories do you have to share?

Dan Kraus
Written by Dan Kraus

With more than two decades of experience in sales, marketing, and go-to-market strategies, Dan Kraus has developed a deep portfolio of experiences that he now uses to help small businesses profitably grow their businesses. As an entrepreneur, Dan understands the challenges of growing a business with limited capital and human resources. As a line of business manager in larger companies such as SAP America and Great Plains Software (now part of Microsoft), his experience launching new business ventures inside reputable organizations established his reputation as a creative and effective executive that could both plan and execute within corporate confines.

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