chapter 10shoulder your customer’s burden (and make sure you’re not adding to it!)
taking on customer burdens as your own, and taking care to eliminate anything you may be adding to that burden (wasting their time, tripping them up with inaccurate or incomplete information, taxing customer patience and memory with poorly designed systems), is central to modern, anticipatory, technologically informed service.
The most pervasive way businesses add to the burden on their customers is by wasting their time. I recommend tackling this issue for starters; it sounds mundane, but a lot of creativity can go into attacking this problem with gusto. Your business should be a fumble-free zone where you actively avoid wasting the time of customers, especially ...
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