Put Yourself in Your Customer’s Shoes

Image from moriza via Flickr

I just got back from vacation (hence the sparse postings in the last few weeks) and I wanted to share an experience I had.

I was filling up at the Shell gas station in Drumheller, Alberta and bought $90 gas.

When I went inside to pay, I was upset to find out that the Interac machine was out of order.  There was a sign inside by the cash register, but no sign by the pumps.

For those customers (like me) that are paying by Interac, it’s too late to find out that the Interac machines a broken when you get inside – you’ve already pumped the gas.

I had to drive to a ATM machine to get cash and go back to pay.  I told the cashier to put some signs up by the pumps to help the customers out.  I never did see the signs appear.

What’s the morale of story?

The cashier couldn’t control whether the Interac machine failed, but he could have controlled my experience.  By putting himself in my shoes, he may have realized the frustration customers would encounter and worked towards minimizing the impact.

Always put yourself in your customer’s shoes in all your decisions. It will make you a better business and your customer will thank you with their loyalty.