I just called to cancel my pest control service this morning, and the receptionist said that she couldn’t cancel me, only put my account “on hold” until they received a request in writing. It’s not funny that they make it easy to start their service, but require me to jump through hoops to cancel it.

I’m only moving a few miles and based on their past performance would have been establishing service at my new location, but now I’ll have to think twice about it. They probably just lost a customer because they made what should have been a quick and painless process into something that I’ve spent the past 10 minutes fuming about.

Look at your business processes from your customer’s point of view. If there’s a roadblock that you can remove, do it!

Originally posted by Dane Carlson on May 10, 2004 in Ideas.

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