Registered customers are what keeps us alive. However, they can be annoying-especially if you are hungry and tired! The temptation to ‘let the customer wait’ is high.
A few hours of delay should not hurt anyone-or will they? In fact, there is a high chance that it will. A german TV station found out that many customers in regular grocery stores feel that their wait is 40% longer than it actually was. The higher the stress level, the higher the ‘mental bloat’.
Some customers purchase at the very end of the evaluation period(hoping that the program doesn’t expire). For them, waiting is hell on earth! The program doesn’t work, the nag dialogs are ambivalent and the send/receive button is clicked every 30 seconds. So, letting a customer wait is not always a good idea! It may not be avoidable at all times, but allowing for a wait deliberately is silly…
How do you handle such issues?
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When we can not take a call, we trap the number adn call the customer back.