If you call a mobile service provider to talk to a representative, you might often be thanked for your patience. Visit a crowded bank or superstore, for example. Oftentimes they don’t have service planning based on peak hour and a calculation on how many service counters would be needed to support the peak demand. Hey, stay on queue and have patience, and thank you very much for your patience.
In a connected world where we cannot wait to share anything starting from our new-hair-cut-gone-wrong to a bunch of half-done potatoes on our oven, where in the world a company can tell customers to have patience? Not having patience is my consumer right and if you cannot put up with me, I have other companies who are more than willing to accept me as their customer. You don’t even know when I clicked to another channel because you just started those lousy advertising. I will be right back when you are done.
Therefore, in a competitive world, it is about how companies can become patient and not customers. Companies need to build capabilities and efficiency to serve customers better. This is where we see online self-care options and automated services for frequently faced problems. Companies probably need to think about reversing the patience factor and make some “wow” changes, so that eager customers cannot wait to have their services.