This past week, I have been privy to various customer service (or lack there of) experiences undergone by an acquaintance of mine. In relating her story, names have been changed to protect the guilty.

It all started a when my friend received a letter in the mail from the health insurance company saying that she could no longer get her maintenance medications at her favorite pharmacy on a monthly basis. Oh no. She had to go to a pharmacy that was miles out of her way (extra gas...wasted time). Not only that, but she had to get it in a 90 day supply, otherwise the insurance company would not pay for it. Why did the company change their policy? It was all of the “customer’s convenience.”

Really? How is that convenient?

Soon after, my friend had to run some errands for a charitable organization at a certain small grocery store. This particular store had a charge account system for charitable organizations so that those who were running those errands like my friend could just go through the line, check-out, and a bill get sent to the organization.

It’s a great concept, and would be a great convenience if the cashiers and managers knew it existed.

When my friend went through the line, the cashier didn’t have a clue what the charge account was. The manager knew little more. After going round and round with them concerning how the account worked, my friend just left.

What is convenient about a special service when none of the employees know about it and the managers have no clue how it works?

None of us wants to be put in these type of situations and yet, businesses everywhere push customers into those spots of frustration for the “customer’s convenience”.

In truth, it is for the company’s convenience. We in the business world need to remember that what is convenient for us isn’t always so convenient for our customers. Listen to your customers. They are not conveniences.

They are the reason that businesses exist.