What is the worst thing you can do to your customers?

What is the worst thing you can do to your customers?

Make them wait in line.

You have worked so hard to attract customers.

Then you make them wait.

And wait………

In person or on the phone or online.

This is a ‘lose : lose’ — customers get frustrated and you lose potential business.

It’s the complete opposite of a win -win.

The ideal place to start any small wins project is to analyse where, when, who, why and how people are waiting in line.

Then try and eliminate or reduce the waiting time using the  5 step small wins approach.

Aim to transform a small loss into a small win!

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