| Some businesses have created a customer service | | | | the needs of people who, for one reason or another, |
| culture; it seems that others really don't care. Those | | | | find it difficult to go into the marketplace? It would be |
| who work at creating a customer service culture have | | | | worth the time to audit all aspects of your business to |
| less difficulty attracting and retaining their customers. It | | | | insure it is meeting the needs of all your customers |
| seems obvious that those who design products and | | | | and prospects. |
| services should keep the needs of their prospects at | | | | A customer service culture means that you inspect |
| the forefront. | | | | your public areas to see if they can be negotiated by |
| Some go to great lengths to make their products | | | | a mom pushing a stroller or a person in a wheelchair. |
| more customer-friendly. As an example auto makers | | | | Read your forms and signage to see whether the |
| Nissan and Ford have their designers mimic physically | | | | "fine print" is too fine for someone with poor eyesight. |
| challenged drivers by having them wear "weight belts" | | | | If your advertising is aimed to special groups (teens, |
| that add inches to waistlines so they can incorporate | | | | seniors, ethnic populations, people whose native |
| the needs of heavy people in their cars. Designers also | | | | language isn't English) make sure word usage, syntax, |
| wear "aging suits" that inhibit physical mobility to make | | | | and abbreviations are relevant and appropriate. My |
| those designers more sensitive to the difficulties older | | | | mother is 94 years old and under five feet tall. She has |
| people have when entering and exiting cars. They use | | | | difficulty reaching products in stores and shops at a |
| that experience when designing doors, seats, and | | | | grocery store where the staff is on the alert to be |
| controls. They even wear "foggy" eyeglasses to | | | | sensitive to their customers and can help them make |
| better enable people with sight problems to drive with | | | | purchases easily. |
| a greater degree of safety. | | | | Emphasize the design aspects of customer service |
| Has your business created a customer service | | | | and you will really serve your customers. |
| culture? Does it design products and services to meet | | | | |