Have you ever been to a restaurant and no one worked the host or hostess stand?
It seemingly takes forever to get anyone’s attention – because everyone’s running around busy doing their jobs.
The folks in the restaurant are cooking, serving, working on the expo line, talking with customers, and just generally running the restaurant as it stands today – Serving the current customers, they’re too busy to look up and see the brand new customers waiting at the front of the store.
How many times have you left in a situation like this where you couldn’t get noticed fast enough. Now think back to the last time you went to a business to business type website. Were you met with a host or were you met with the wall of friction… with the wall of waiting… with a company too busy to look up from what they were doing to give you the time of day – and how many times have you left that experience because you couldn’t get an answer.
Even the times you pushed through how many times have you not gotten a response either in time (or ever)?
It’s these considerations we need to make as we design our own customer experiences and it’s time to consider how we can have a better host like experience with every customer interaction.