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Avoiding Forterra Friendly Faces, Faulty Systems
Friendly People, Frustrating Systems: My Forterra Experience
Sometimes you can have really nice people working for a company and still have a frustrating customer experience.
That's been my experience with Forterra.
The people I've dealt with have been super nice.
My problem has been the systems and the overall process.
Especially online.
And that's an important business lesson.
Your employees can be friendly.
They can be helpful.
They can genuinely want to take care of the customer.
But if the systems surrounding them make it difficult for customers to do business with you, those employees are fighting an uphill battle.
Your website matters.
Your online systems matter.
Your processes matter.
Every unnecessary obstacle adds friction to the customer experience.
So here's something every business owner should occasionally do:
Try to become your own customer.
Go through your website.
Use your online system.
Try to accomplish the same things you're asking customers to accomplish.
You might be surprised by what you discover.
Great people deserve great systems supporting them.
That's my experience and my business lesson from this one.
#CustomerExperience #BusinessSystems #BusinessTips #CustomerService #OnlineSystems #BusinessProcesses #iQMarketers
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