If you’re like most people you’re a busy person. As a business-owner, I have quite the collection of hats hanging on my calendar’s task list; and that’s pretty much confirmed by my feeling busy 99% of the time.

And – if your business is like most businesses, it has a website. Mine does. Actually, it has several. And because time is so valuable, I totally understand how website FAQ’s and online instructions can provide Internet users the info they seek. These features are great because they save a company time (and money) by providing answers to people who have questions – and who also have time to find their answers.

But in treating people the way I want to be treated, I make sure our web pages also have our company phone number for those that prefer calling.  In fact, we even provide a toll free phone number, which means I’ll even pay for the call.

Anything to remove the barriers that might prevent a customer from contacting us.

No offense, but I don’t want to become an expert on your services

Call me impatient, but like I said, I’m a busy guy, and I don’t want to wade through reams of data (a.k.a. pages and pages of info) to find an answer when I have a question about your products or services. If I can’t find my answer within a minute or two, I want to pick up the phone and talk with someone directly.

My perspective is, “I don’t want to become an expert on your system. I just want an answer to one question.”

So here’s my recommendation (and my request) for creating a workplace of excellence:

Take client needs into consideration.

Give people a way to contact you directly via telephone if they so desire.

Don’t bury your phone number on page 666 of your FAQ.

Remove all barriers to people doing business with you, and you may just gain (or keep) more customers . . .   

 . . . including me.

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Filed in Business, Sales, Internet, Customer Service, Workplace