Be Your Own Customer
Do you actually use your own product or service to see how well
it works? I am constantly amazed at the number of products that
are simply "unusable" for one reason or another.
For example, we purchased a large spill-proof water bowl to
bring in the car when we take the dogs. For $30, it ought to
work(!), and it does.
But...
It is nearly impossible to remove the lid for cleaning. It is
very well made of heavy plastic, with a perfect 'snap' fit. Oh,
the illustration shows that it CAN be removed but not HOW, so if
there is some special trick to it, I have no way of knowing. I
believe that it is not possible to remove the lid without
hurting yourself or the plastic.
Don't these people use their own product????? If they did, they
would know of this major shortcoming.
I am also reminded of a brush that my wife purchased for
cleaning out the tubs that we use for the horses. They have
little tiny handles which are actually loops molded into the
plastic, but who has hands that small? You'd never get a
10-year-old to do that kind of work! We both end up with scraped
or sore knuckles every time we use it. Again, don't these people
use their own products? Maybe they are made in Japan, where
people tend to be smaller, but even that's no excuse in my
opinion.
Which brings up an exception to my caveat; if you would not be
considered to be part of the market for a product, you're off
the hook! You, personally, that is. But you still need to make
sure that your products are usable by those for whom they are
intended.
And while we're at it, do you ever call your business to see how
it sounds? It amazes me how large corporations spend millions of
dollars trying to create an image of quality and caring and then
hire someone at minimum wage to answer the phone. Then, when you
call, it sounds like they're annoyed, or they are rude as they
connect you. What about your music on hold? Is it too loud? Is
it too soft? If it is a radio station, IS IT TUNED IN
PROPERLY?????
Maybe you have a recording for your customers to hear. Is it a
good quality recording? Is the meaning of the message clear? Do
your callers have to listen to more than they need to? I am
constantly annoyed when I call the local movies and have to sit
through a description of their location. I think that most
callers to a theater are regular or local callers who already
know where it is; how about putting that information at the END
OF THE RECORDING so the only ones who need it have to hear it?
Or make the directions an option: "Press '1' for directions".
This is starting to sound like a rant. (!) My point is this