Achieving Business Excellence with John Spence

For Your Convenience

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Screaming into telephone.Whenever you see the phrase, “For your convenience,” you know it’s going to be anything but convenient. I’ve been on the road for about two weeks and during my trip here are just a few of the things that people so kindly did for my convenience…

“For your convenience, rubber mats for the shower are available upon request, simply call the operator and we will have one brought your room.” Not very convenient when I’m standing in the slippery shower and realize I need a shower mat to keep from falling and killing myself.

“For your convenience, we have added a daily $10 charge to your room for cleaning services.” I guess if I refuse the charge they will leave my room dirty?

“For your convenience, the café opens at 7 AM.” Unfortunately, I have a 7:30 meeting on the other side of the hotel, not very convenient to have to skip breakfast.

And finally, my favorite one, yesterday morning I ordered a taxi cab at 8:30 AM so I could make the 6-mile drive to my client’s building and arrive on time for my 9:00 AM meeting. I called down to the desk at 7:00 AM to order the cab, and 30 minutes later they called and said the cab was out front waiting for me. I mentioned to the operator I was not expecting the cab for another hour, the reply was that the cab driver thought it would be more “convenient” because there’s often a lot of traffic at this time of the morning.  “Really,” I inquired, “I need an hour and a half to go 6 miles?” She told me the cab driver said it would likely take that long. So I rushed like crazy to get dressed, packed and down to the cab as fast as possible.

While riding in the cab on the way to my appointment, the cab driver mentioned he just happened to be across the street when the call came in for an 8:30 ride and thought it would be much more “convenient” to pick me up at 7:30. Convenient for who? By the way, it took 11 minutes to get to the building where my meeting was and I had to sit in the lobby for an hour before going up to my client’s office.

My point in all this? What might your company be doing for your customer’s “convenience” that is not actually convenient for them at all? Where are you causing frustrations, disappointments and unhappy customers because it is more “convenient” for you and your staff? How can you remove or replace any procedure that is not truly convenient for the people you serve?

I wrote this article, “For your convenience,” I hope you found it helpful.

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Comments

  1. Alejandro Beauroyre says:

    Cruise ships conveniently ask you to pay in advance the tips ahead of your journey, otherwise, they ask you to pay a higher amount for tips once on board, if you don´t conveniently pay in advance.
    Thank you John, as always, reading all of your blogs is very “convenient”

    Alejandro

  2. Michal Petras says:

    It is definitely for mu convenience. Every experience teaches us something. Love it Thank you John.

  3. This is a classic. However, I suspect those who need it most are the ones least likely to read it. The truth might not be convenient for them.

  4. Inconvenience of some situations are unavoidable and though you know that you can not do anything to stop or no matter how hard you try to avoid the inconvenient situation, you get frustrated and pissed off. We have all been there.

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  1. […] told him they were doing something for his “convenience,” consultant John Spence asks: “What might your company be doing for your customer’s ‘convenience’ that is … Where are you causing frustrations, disappointments and unhappy customers because it is more […]