Friday, February 19, 2010

Go See For Yourself

I love graphs. They are a powerful way to show complex information in a simple and easy to understand format. I call your attention to this simple, informative graph from the ever brilliant Jessica Hagy's "Indexed" blog:

Otherwise stated don't make it hard for customers to give you money!

The old day's where there was only one general store in town are dead and gone. Customers have unlimited options of where to spend. It's your job to make it as painless an experience as possible.

How many hurdles do you force customers to overcome to buy? When was the last time you reviewed your sales process? How many steps between prospect and sale? You need to find out for yourself.  Then you need to figure out if it can be made easier, faster, more painless.

Japanese managers practice something called Genchi Genbutsu which translates as "go see for yourself." There's a CBS television program called Undercover Boss where senior executives take entry level jobs at their company. It gives them a chance to see how management directives are implemented and to see the interaction between customers and workers. In both episodes it has been an eye opening experience.

You need to see how your business really works. You might be surprised at what you find. It's your responsibility to remove all the roadblocks between prospect and sale. You need to make the process as painless as possible. Don't make it hard for people to give you their money.

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