I’m an Outback Steakhouse kind of guy.

I eat there at least twice a month. I just can’t resist the palate-pleasing power of the Bloomin’ Onion.

I’ve been a loyal customer of the “Restaurant Chain From Down Under” for years. So when the company came out with a loyalty rewards program a while back, I was all over it like A-1 on a steak.

With how much I eat there, I figured I’d quickly earn enough rewards points to sustain myself on free sirloin for the rest of my life.

My rewards points since becoming an Outback rewards member two years ago? Zero.

Why?

Because I ALWAYS forget to give the server my rewards information.

Just like you, I’m really busy, so I usually forget the “small stuff.” Like telling an Outback server I’m a rewards member. Or giving the cashier at the grocery store my coupons. Or picking up my youngest from school.

(Kidding on the last one!)

When I this email from Outback the other day, it was like they were rubbing salt in a gaping wound:

Thanks for the info, Outback.

Here’s why this email made my blood boil WAY more than an email from a restaurant chain ever should.

I should be getting reminders of the loyalty program from the ACTUAL SERVER WHILE I’M EATING AT THE RESTAURANT. Not when I’m farting around on my phone between commercial breaks during The Americans.

But in the two years I’ve been an Outback rewards member, not once has a server mentioned their loyalty program.

As a result, I’ve probably lost out on a few hundred bucks worth of food. And I’m sure thousands of other Outback rewards members have, too.

The thing that kills me?

This issue would be so easy for Outback to fix. But they probably don’t even realize it’s a problem.

Maybe it seems like I’m overreacting. It’s just a measly restaurants rewards program, right?

But here’s why I’m telling you…

Your company also has hidden blind spots. Things you can’t see or never think about that infuriate your customers.

Every company has them. And most aren’t self-aware enough to spot and fix them.

Your customers won’t tell you about them. Most of them have a “grin-and-bear-it” attitude during a project. But you can be sure as the sun rises that they’ll mention it in to their friends, family, and the entire internet once you’re gone.

Lucky for you, you have me.

Here are common blind spots in your company that may be covertly frustrating your customers… along with how to (easily) fix them:

1. Lack Of Client Communication

Everything may be going smoothly and on schedule. But there is a lot of downtime between when materials are ordered and installation begins. You may not know it, but your customer is incessantly wondering where the heck you are and what you’re doing during this time.

How to fix it: Clearly explain—in as much detail as possible—the ENTIRE project schedule. Then follow up regularly with courtesy phone calls and emails to inform the customer where the project stands.

2. Long-Winded Sales Presentations

You may think what you’re saying is interesting. But by the time you’re on the third hour of prattling on about low-e glass coating or the benefits of impregnating sealer on granite countertops, your prospect’s blood is secretly boiling. They want you OUT of the house, so they can unwind from work, eat dinner, and watch NCIS.

How to fix it: As concisely as possible during an appointment, tell the prospect why you’re awesome, give them a price, and answer their questions. Remember, most people get multiple quotes. By the time you come to their home, they may have already sat through numerous 2- to 3-hour sales appointments. If you’re in and out in 45 minutes or less, your prospect will appreciate it.

3. Showing Up Even 5 Minutes Late

It might not seem like a big deal to you. But if you’re not at your customer’s house the exact second you said you’d be, they go from “excited” to “irritated” in the blink of an eye.

How to fix it: Being prompt is a sign of respect, so give yourself a few extra minutes to get to the customer’s home. If a flock of ducks crossing the road will make you late, give the customer a quick call. Let them know an unavoidable circumstance is making you a few minutes behind. The customer will understand and appreciate the heads up.

4. Not Leaving On Time

Unless you’ve reached a prior understanding with the customer, they do not want you in their home working until 6pm or 7pm. You could be the nicest person in the world, but folks don’t want to hear hammers, buzz saws, and belt sanders all hours of the night.

How to fix it: Reach an understanding with the customer about when you’ll leave each day. If you find it hard to wrap up at the agreed-upon time, you either need to start your end-of-day process earlier or create a detailed schedule of work to be done each day (and then stick to it religiously).

5. Saying Seemingly Innocent Things That Actually Offend Customers

Customers hear more than you think they do; they just don’t say anything. But make no mistake—if a customer hears your installers cursing, talking about how hard they partied over the weekend, or even discussing politics they don’t agree with, they WILL get mad.

How to fix it: Since you don’t know your customers, their values, or what they believe, it’s best to err on the side of caution. Create a simple list of “taboo” things to say in a customer’s home, and review it with your installers. The list should include things like “locker-room” talk, politics, and (of course) cursing.

6. Leaving A Mess Behind

No one likes a messy home—especially if the mess is caused by someone else. So do NOT leave your tools and materials lying around the customer’s home after you leave for the day.

How to fix it: I don’t have profound advice for this one. Just be sure to pick up after yourself EVERY DAY. No exceptions.

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That’s it for today. If you want to know more potential blind spots in your business, give me a holler.

In the mean time, pass the Bloom Sauce.

-Rich

© 2018, Rich Harshaw. All rights reserved.