Why You Should Be Obsessed With the Frontline of Your Business

A week ago, I called 10 different contractors trying to find someone to do a bit of work. Zero answered. I left five voicemails and didn’t receive a single call back.

Recently, my wife and I walked into a restaurant in downtown Denver to get some food. We stood by the host stand for five minutes while waiters walked by and bartenders served drinks. Not a single person said anything so we walked out.

Yesterday, I was on the phone with a utility company trying to set up a new service. They said someone would need to come out to finalize the installation. “Sounds good – how can I set that up?” I asked. They responded that someone would eventually reach out to me. No estimated time frame. No estimated installation date. No contact information I could use to get in touch with the installation team.

In each case, I’m trying to give someone money, but my experience as a customer makes it far less likely that I’m going to do so. I’m definitely not going to recommend them to a friend.

These experiences reinforce a simple idea – the bar for customer experience in business is low.

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