My new car has a blind spot monitor. Anytime a car pulls up beside me, a little orange light flashes inÂ the side view mirror. Yesterday a car crept too close and that light started blinking, and it reminded meÂ of a Twitter chat I had last week.
I was swapping tweets with a couple folks when one of them mentioned a company (which shall remainÂ nameless) with atrocious customer service. Tell me more, I said. And she did.
As it turns out, she isn’t even a customer of the company she was talking about. She likes what they do,Â she wants to buy from themâ€¦ and yet, she won’t, because she knows how bad their service is.
Quite a statement: I love your product, I want to be your customer, but I won’t put myself through that.
If you knew your customer service was bad â€“ really bad, so publicly bad that even non-customers knewÂ about it, so horribly bad that it kept even interested prospects from contacting you â€“ wouldn’t you doÂ something about it?
So why don’t they? It’s their blind spot. And they don’t have a monitor.
A good blind spot monitor knows something you don’t. It knows where your blind spot is. This seemsÂ obvious, but it underscores the fact that you don’t know what you don’t know. So how do you fix it?
You start by realizing that you don’t know where your blind spot is â€“ because YOU can’t see it fromÂ where you’re sitting. So get a different vantage point.
Ask your customers where you can improve, and do it in a way they can answer anonymously. GoogleÂ your company name and see what comes up (then Bing it just for kicks). Look on Twitter, on Facebook,Â wherever your customers and prospects are. See what surprises come up, and instead of beingÂ defensive or dismissive, just listen.
If you have the budget, get a researcher to help. In my own experience conducting research onÂ consumers and businesses, I’ve helped uncover some big blind spots, like:
- Helping a bank client identify and fight back against a stealthy competitor that was flying under the radar and poaching their best customers.
- Helping a software client see that their interface, so beloved by heavy users, had such a steep learning curve that it was driving time-crunched prospects to competitors with easier-to-learn functionality (even though the competitive software was less powerful).
- Helping a furniture store understand that their retail layout was alienating half of their potential customers right when they walked in the door.
Once you know what your blind spot is, you can decide what you want to do about it. Maybe you fixÂ it. Maybe you mitigate it by explaining why you do things the way you do them. Maybe you keep onÂ ignoring it and hope it’ll go away. Your call.
After all, a blind spot monitor doesn’t tell you where to go. It just helps you avoid accidents on theÂ wayâ€¦ and that’s something we all need help with.
*Photo credit 123RF.com
Great post Tom. It’s so true that we get lost in our own woods and can’t see how we are perceived. We have to trust the views of someone (reliable) from the outside, like a Logue or Jostes, accept the hard truth and act on it. Sometimes it’s bitter medicine but are we paying for candy coating or honest critique? Let’s just say I’ve been humbled and am better for it.
There’s nothing like an outsider to serve up humble pie. I’ve been there plenty of times and always emerged better for it.
Thanks for commenting!
Great Post Tom! Shocking how more businesses don’t seek out their blind spots, and the signs are all around them.
Thanks, Mark. I too am surprised there’s not more of an effort to discover blind spots. In some cases I think it just truly doesn’t occur to people to even look, and sometimes I’m sure it’s enough of a struggle to deal with the problems you know you have without trying to find more! But it’s the things you don’t know about that can really hurt you.