I just got off the phone with an employee from a bakery.
For one of my businesses we decided to send a little treat in the mail to each of our customers – just an unexpected way of saying thanks. (We’re doing this for many reasons, but I’ll save that for future article).
Back to the story and the bakery…
I asked them if they ship nationwide? They said, “No, sorry we don’t. The owner here decided not to do that.”
I asked, “Do you ship locally?”. They said, “Yes.”
Hmmm…”I see, isn’t it the same amount of work to ship nationally or locally? The courier just picks it up, that’s it.” She replies, “Yes I know, the owner thinks it is a hassle.”
“Okay…so how much is it for local delivery for my local customers, maybe I can use it for them.”
“It’s $15 for next day delivery”, she says.
I’m planning on sending hundreds of these gifts…so I asked, “If delivery is 2 or 3 days can we get that $15 cost down.”
She replied, “I’m sorry, the owner just uses a local courier and that’s the only option we have.”
This is just crazy, I’m thinking to myself.
I could tell the employee knew it was crazy. Out of wanting to help the company improve I said, “Don’t you think if you had more options for people like me your business would grow?” She quickly replied, “Yes, I know, sorry…”
That’s how the call ended. This company has a great product from what I’ve heard.
I was ready to potentially spend thousands of dollars with them. But they lost the sale.
Not because they are bad people. Not because their ‘business’ is bad. And not because their product is bad.
But because they made it hard for me to do business with them.
Question: Are you making it hard for your clients to do business with you in ANY way? If you are, make sure it’s for the right reasons. And make sure you’re not leave money on the table.