Easier is the opposite of harder
Today I had a very pleasant phone conversation with a representative at American Express Merchant Services.
Me: Hi, I need to update the business name on our merchant account.
AMEX: Is anything other than the name changing about the business?
Me: Nope.
AMEX: Great! I can take care of that for you over the phone.
[Here's where I tell her what the new name is...you'll hear more about the name later. I'm not spilling the beans!]
AMEX: Okay, that’s it. Is there anything else I can do for you?
Me: Seriously? That’s it? That was easy.
AMEX: We try not to make things harder than they need to be.
It’s important to note that I made a similar phone call to another company. The representative at that company was nice enough, but explained I needed to fill out a two page form with all the correct information, have the “Assignor” sign in two different places, attach a voided check, and fax it in. It would two 2-3 days to process these changes and, as if that wasn’t enough pain, I was also going to be charged a $15.00 processing fee.
Which experience would you rather have? Which experience are your customers having when they work with your company?
We try hard to provide an AMEX-like experience for our customers. The philosophy of not making things harder than they need to be is baked into our software. It’s part of who we are as a company. Now, we’re not perfect. But this is constantly in front of us…something we try to live by every day.
