This is not a pickup line! Specifically, how easy are you to do business and/or work with? There is a lot of competition out there. For clients, for jobs and for employees. Most people like easy and convenient. If you are difficult, why should I deal with you? If there are 5 other people willing to do the job waiting in the wings and you are a pain, why not go with someone else? It’s all about reducing friction.
In the 1920’s the Southland Ice Company, which sold big blocks of ice for iceboxes (think ancient pre-electricity refrigerators), started stocking basic items like milk and bread. Customers loved the “convenience” of the one-stop-shopping even though the items cost a little more, and thus convenience stores were born! That company is now known as 7-Eleven. It was an entire business based on the concept of reducing customer friction.
We deal with this constantly with our clients. The knowledge that if we make things too difficult, cause too many problems or accumulate too much of anything on the negative side of the “relationship ledger” they will dump us for another contractor with a snap of their fingers. It is something we take proactive step to manage, including constantly asking them how we are doing, as any good company should.
Reducing friction applies not just to customers but to the people that work for and with us. One aspect is how easy is it for employees to deal with the company – from applying for a job to the ease of getting paid and complication of procedures and hoops they are asked to jump through. Another, more important aspect are the interpersonal relationships with each other. In other words, are you easy or a pain to deal with? It’s a good question to think about and an even better one to ask the people you work with. Once you have identified where you cause the most friction with others. Focus on improving those areas.
“If you’re interested you’ll do what is convenient; if you’re committed, you’ll do what it takes.” – John Asseraf
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