Companies can no longer get away with being hard to do business with.
your business has inconvenient hours, long wait times, unaccommodating payment
methods, low inventory, complex ordering procedures and outdated contact
information, and when their employees are unresponsive to phone calls,
unwilling to admit mistakes and unfriendly toward inexperienced customers, the
accumulated friction will certainly destroy you.
Customers walk through the door hoping you would give some
joy to them. They shouldn’t have to work so hard to do business with you.
They work hard enough.
If you want your business to be welcome oasis in the desert
of corporate mediocrity, it’s not enough to lower the barriers to entry, you
have to lower the barriers to everything.