#WednesdayWisdom: It’s Your Job to Make Your Patrons’ Problems Your Problems
Looking for a little #WednesdayWisdom? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Everything’s easy when it’s not your problem.
Imagine you’re heading to the airport. It’s going to be a long line to check-in, a long wait at the gate, and a long, crowded flight. Not only that, but at the end of that flight is a connection … and then another wait at the gate, another long crowded flight. And when you get there? You’ll stand around that metal carousel and wait for your little bag to come sliding down the chute, so you can head out to the street and get in another car, to get the place you really want to go.
Sounds bad, right?
I can make it much better, with one very simple change.
You’re not heading to the airport. Someone else is. Someone you know and like, but not you. You’re texting with them from the comfort of your sofa, as they describe the travel ordeal ahead of them. Oh, you feel for what they’re about to put up with, but it’s not the same.
Everything’s easy when it’s not your problem.
I love going to shows: concerts, theater, opera, sports, pretty much everything. I don’t like intermissions. Why? They’re just a break in the action, barely enough time to do anything but race to the bathroom or maybe guzzle a drink. Not everyone agrees — some people like intermissions — but it’s not my thing. …
Read the rest of Jim’s post about everything’s easy when it’s not your problem.
- You Know What Customers Love? Rules
- Customers Aren’t Slaves — Stop Trying to “Own” Them
- Know Your Customers, or Just Think You Do?