Secret ways to show you don't care

Here are 3 ways to tell you customers you don't care:

BODY LANGUAGE MESSAGE 1: Some bloody Yank called Sol sold me a mobile phone less that 2 years ago and I can't get accessories for it. Sol's stores have unkind people with stupid smiles that make insulting remarks such as, "Geez, I haven't seen one like that for years."

BODY LANGUAGE MESSAGE 2: Why do the mobile phone makers refuse to standardise chargers? Who does it benefit to have to search through racks of chargers looking for your exact match? Certainly not the makers. They don't manufacture the chargers.

BODY LANGUAGE MESSAGE 3: How does the buyer feel when they get to the end of an electronic order form online, only to see a field tagged "Promotion Coupon". They think: "Hold on. I'm paying full whack here. There's some discount I'm missing out on..."

You can find these little messages you send when you look for them. Audit your interface by looking through the eyes of your customer. It is a skill. And don't just switch to 'customer vision' occasionally. Leave it on.

Cheers!

MK