When I first heard the news, I thought so. Two companies who have focused on the small business sector in a unified effort to serve that sector sounded pretty good. But after doing business with my local FedEx / Kinkos store, I’m not so sure.
About a month ago, I visited to send some packages via FedEx. I walked in the door (not automatic mind you, even though many people were walking in and out struggling with unwieldy packages), and walked a few steps to the FedEx counter. Wow, I thought, this is a great set up. Once they change the door from manual to automatic, this will be a good service to small business owners.
So two weeks ago, I visited the store again to send some packages. I felt like I was walking into a different store. The FedEx counter had been moved all the way to the back of the store. That meant I not only had to struggle with the manual entrance door, but I now had to walk around the poorly arranged retail products (cards, books, paper, pens), squeeze between more retail products and the line of people waiting to order copy services and through the computer access area.
Whew! It was not fun. And from talking with the employees, I found out I wasn’t the only unhappy customer. But this is the way the company — FedEx / Kinkos — has set up the standard layout for each store. Obviously they didn’t think about this from their customers’ perspective.
Do you look at the big picture when you make a change in your business? Do you look at the change from the company and the customer side? It’s easy to forget to look at business changes from all angles. But remember, the change you make to your business today may drive your customers away tomorrow. Think about it.
What do you think? Tell me about it by adding a comment below.
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