"One airline gives such lousy service they cancelled one flight while it was in midair." Joe L .Griffith Why is it that some of us as soon as things are going our way, we find some way to sabotage our success? This past year, I have written a column or two about the less than brilliant business “sabotage” strategies some entrepreneurs use that frustrates and turns away customers. However, as I continually bump into such attitudes and actions of self-destruction, in my frustration, I vow to preach another sermon to the unwashed. I ask, does it make any sense to invest your life savings, run up a pile of debt, use up the equity in your home and tap all your relatives and friends for start up dollars only to engineer some way to chase customers out the door? Yet, businesses, large and small, do. Somehow, consultants and academics preaching the gospel of efficiency and cost reduction like to zero in on customer relations and service as the areas to “save money”. If you doubt me, when was the last time you called a business and someone actually answered the phone? Even small two or three employee firms, have rushed to sound like the world headquarters of General Motors by asking you to press 1 press 2 and so on. Moreover, if you don‘t know which “department” you wish. the recorded message really insults you by asking you to stay on the line for the operator. As if the local dry cleaners has a full time switchboard operator. And how do you feel after pressing “ I “and hear another recorded message telling you the person you wish to talk to is either on another line or away from their desk-but don’t be upset, in the interim you are entertained with the news, dentist music, or a hip hop ballad. And if you are a consumer and want an estimate for a new roof or some other home improvement project- you are lucky if you get a return call. After all, what hardworking landscaper, plumber, carpenter or whomever, is going to come home, listen to his or her answering machine and give up some rec time to talk to you about some job that you are probably shopping around. Plus if our home improvement entrepreneur is booked, count on his or her false security and foolish sense of independence to view your needs as bothersome. If you think that not being able to have a conversation with someone you want to buy something from is frustrating, try scheduling some repair work around your home, you are fortunate if they show up-let alone be on time, and if they decide to go fishing that day, don’t expect the courtesy of a phone call. Try complaining about a defective product or lousy service and see how far you get. People who make bad product and do shoddy work all have graduate degrees in psychology. You will be made to feel it is your fault- there is no problem- it must be your imagination. And if you get angry, you will feel ready to enroll in Jack Nicholson’s “Anger Management,” therapy sessions. A sullen sales clerk with a frown works wonders for your mood. Here is proof of my theory, suppose you fight you way though traffic, rush during your lunch hour, find the store of your choice, wait around for some one to acknowledge your presence, and be greeted by a grouch. And if you have a question or two, you are made to feel you are bothering them, as they are very busy. Too busy to be in business! If you think I have stretched a point or two, think about it the next time you call the phone company, your cable company, your local town hall, you bank, and so on. Think about it when you can’t get the waitress or waiter to refill you cold cup of coffee. Think about it as you plan to grow you business. How do you handle your customer relations? Is doing business with you a pleasant rewarding experience? One that your customers will tell their friends about. Or, for the sake of so-called efficiency, do you hide your business behind the technology of a phone company or par down the customer sales staff to operate like a Far Eastern sweatshop? If you are lucky and have a long line of customers all waiting to do business with you, you can toss off my remarks as meaningless, but when the line shrinks and one morning there is no one waiting for you to open your doors, it may well be too late. The guy or gal up the street who has stolen your customers is smiling all the way to the bank. And not too busy to be in business! Copyright 2003 Paul E. Adams Dr Paul E Adams, Professor Emeritus Business, Ramapo College of New Jersey & Retired Entrepreneur, Syndicated Columnist, Host of the access cable TV program "Tri -State Movers and Shakers," and Author of “Fail-Proof Your Business,” Available @ Amazon.com. Comments, questions, or suggestions to: xpaul@pikeonline.net