Culture can be a funny thing. Occasionally the sense of team within a company can become a little exclusive. Cliquey almost. That’s when a them and us thing starts happening. ⚔
For face to face, it’s not that the service isn’t good enough, or as a customer you’re not welcomed, it’s that you feel you’re not part of the group. That group could be in a store, on a stand at an exhibition – anywhere there’s a group of employees. You don’t hang around longer than you have to. It’s a little uncomfortable. 😟
Generally though it’s when there’s a disconnect between the business and their customers. They’re so wrapped up in what they’re doing, they forget to check in with their customers.
And I don’t mean picking up the phone and having a quick chat – although that’s a good thing to do! I mean finding out what matters to your customers, what’s keeping them awake at night, what they want to achieve, what they like and don’t like about your business.
Bringing your customers into the business. Giving them a seat at the table – doesn’t have to be literally. Making them feel a part of what you’re creating.