In the past few weeks I have learned way more about toilets and how toilet seats attach than I have ever wanted to. After having the plastic hinges wear out and break on a porcelain toilet seat on one of my toilets, I ignorantly thought, “no big deal, get a new toilet seat, unscrew the old one, and screw in the new one”. Boy was I in for a rude awakening.
Why am I talking about toilets and toilet seats? They’re simply another product that we use. As change agents / leaders, frequently we’re focused on continuously improving a product or service. As you think about the product or service you’re working on or responsible for, ask yourself:
How easy is it for customers to use your product or service?
What is the customer experience when it comes to product maintenance / repairs?
How open minded are you and your staff to customer feedback on the above?
How well are customers listened to on the above?
After going through the below product experience with one of my toilets, I decided to write this blog post to illustrate how a company can frustrate its customers with:
Their product design
How they choose to respond to customer feedback
