Why Are You Daring Your Customers to Leave??!

Why Are You Daring Your Customers to Leave??!

I tried to upgrade my phone. It should have been simple.

Instead, I got stuck in a five-hour corporate maze—automated menus, clueless reps, dead-end transfers.

Nobody cared enough to do the work.

And I wasn’t even the one making the calls.

The retail employee handling my upgrade fought through 10+ transfers, multiple hang-ups, and endless hold times just to get me what I wanted.

I asked why he didn’t just give up. His answer?

“Because I actually want to build relationships with my customers.”

Meanwhile, the company itself had designed a system that made buying harder, not easier.

And it’s not just phone companies.

When I went to an Audi dealership the other day, the salesperson immediately pulled me into the traditional car sales process.

I told her I’d bought my last three cars from Tesla—where I clicked a few buttons, got a price, and was done.

No matter how hard she tried, she couldn’t just give me the price. She wanted me to do it the old way—the classic car buying rigamarole.

The brutal truth why most companies don't sell as much as they'd like?

It's because they're making their customers work too hard to buy. And most customers won’t and don't want to do that work.

They’ll walk. They'll find an easier way.

Are you making it easier for them to stay—or practically daring them to leave?

If you secretly shopped your own company today, would you be proud of what you found?