As a business, you may unknowingly be putting on a costume or facade that tarnishes how you interact with customers.
Frankenstein is the classic monster built from a bunch of different parts. The result was a hideous creation that didn’t really work so well.
Your business is a Frankenstein if, to the customer, you appear as a hodge-podge collection of independent departments and divisions.
Your customers expect a unified experience with your company, regardless of your internal org chart and departments.
Don’t be Frankenstein.
Think of the wicked witch from Wizard of Oz. She had her signature cackle and always seemed to torment those around her.
Your company is a witch if, from the customer’s perspective, you are never giving them what they want.
Don’t be a witch.
The vampire Dracula could literally suck his victims dry. Are you sucking your customers dry?
Hidden charges, fees, penalties, unbreakable contracts, restocking fees, etc. can easily eat up all of your customer’s money.
Determine what is a fair price and stick to it.
You can upsell your customers but remember there is a difference between offering them something and forcing them to do something.
Don’t be Dracula.
Ghosts are mysterious in that you don’t always see them. They come and they go without any rhyme or reason.
You are a ghost to your customers if you are an absentee business. If you never answer the phone, can’t be found behind the counter, and are almost impossible to reach, you might as well be a ghost.
Don’t be a ghost.
Who Should You Be?
Instead of being a monster or an evil creature to your customers, be something positive.
Perhaps you could be a:
- Transformer: changing to meet the needs of the customer.
- Fairy Godmother: helpful, making your customers’ wishes come true
- Buzz Lightyear: fighting for what is right and defending the galaxy from bad customer service
Remember, customers hate getting tricked and love treats, so act accordingly.