Get The Sand Out Of The Grease To Improve Customer Experience

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The world is racing towards seamless commerce and instant communications. Fast computers and networks provide the grease that can help improve customer experience.

But people design the business processes we use. And sometimes, someone puts sand in the grease. The end result is a breakdown or slowdown that does nothing to improve customer experience.

A great example of sand in the system comes from a business transaction of mine. A local college ordered two copies of my video-based learning programs. They had my pricelist and knew exactly what they wanted. I was the only supplier for the videos they wanted.

But their Finance Department insisted upon sending a “request for quotation,” then receiving a “written proposal” so they could send a “purchase order” from which I would provide an “approved invoice” – all before delivering the products! That’s a lot of paper back and forth (hardcopies required, in duplicate) without a smidgen of added value.

One government agency ordered the entire Ron Kaufman learning library. The products were delivered promptly with our usual invoice enclosed.

But the agency insisted our invoice be re-written as it was dated February 28, the same day as shipment, while the products were delivered on March 1.

Finance refused to accept our invoice as it was dated before delivery, even though the invoice accompanied the products and the products were now delivered.

Key Learning Point To Improve Customer Experience

The need for speed in today’s economy to improve customer experience is real. Get rid of the sand that grinds the gears and slows everything down. Grease up to improve customer experience!

Action Steps To Improve Customer Experience

Look closely at your business processes and procedures. What can be streamlined? What can be reduced? What can be eliminated altogether? What processes simply make no sense? Take steps to make the improvements and you can help your business thrive. Your clients will appreciate the efforts to improve customer experience and they will notice the changes.


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Copyright, Ron Kaufman. Used with permission. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling “Uplifting Service” books and founder of Uplifting Service. To enjoy more customer service training and service culture articles, visit

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