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The Power of Customer Access

Try taking the challenges away from your customers

Chip Bell
Tue, 04/14/2020 - 12:02
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The “camp” where we board our cat is fantastic. Our cat gets “tree time”—a giant climbing structure with tunnels and carpeted “trees” to climb and scratch. She gets the best of tender loving care, complete with brush-outs and nail trims. But try and contact the camp hands-free from your car, and you run square into “punch one.” This forces you to dangerously take your eyes off the road or pull over into a parking lot to contact them. It is a small irritant, but one we face each time we are en route and need to alert them to get our cat ready for checkout.

ADVERTISEMENT

Compare that small challenge with this one.

A guest sees more in an hour than the host in a year.

One Friday evening I arrived late at my weekend getaway home on a north Georgia river. Going into the bathroom to wash my hands, I noticed a small amount of water seeping out of the bottom of the vanity cabinet. Opening the cabinet door, I discovered the PVC drainpipe under the sink had cracked. An easy fix with the right part. I dialed the Ace Hardware store in the little town nearby, expecting the after-hours voice message to tell me what time the store opened Saturday morning. Instead, I was met with a big surprise.

 …

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