“The only way we can take your order info is by fax.”
That’s what the voice on the phone told me… and she was 100% serious.
I mean, it’s 2021 and in the middle of a pandemic. Who is still using fax machines now, especially as an “only” option.
The most frustrating part was they told me the same thing last year and I learned there was way to send them the info they needed digitally, like EVERY business should be doing right now. The fact that I had to be the one to bring up this alternative has me questioning the future of our business relationship.
I’m writing to you about more than just a random customer service rant though…
Because that moment brings up a question each and every one should be asking of themselves — are you giving your audience what they want?
If your audience is a manager, you’re trying to get to give you a raise, how are you answering this?
If your audience is a new client, you want to sign up for your bookkeeping services, how are you answering this?
If your audience is business owners, you want to hire you to write for them, how are you answering this?
There’s a saying that you should sell customers what they want but give them what they need. That way, they’re happy because the got what they thought they wanted but they also get the result they actually wanted, and will keep coming back to you because you get results.
Like in my case, what I wanted was to get this transaction done as quickly and online, but what they may have been thinking I needed was an extra secure way to send them payment information. There’s no reason you shouldn’t be able to do both. And if not, there’s a great market opportunity for you to capitalize on.
For most — myself included — this takes some time to learn but the fastest way to get over the hurdle is to have someone who’s already been through it show you how.
And guess what…
To quote the great philosopher, Snoop Dogg, “he is I and I am him.”
Click the link if you want to learn from me: