Top of Mind Thursday December 4, 2013: Come on Baby, Light My Fire

Top of Mind Thursday
Sometimes the devil really is in the details.

Leverage2Market LogoLast week the local Orchard Supply Hardware (OSH) store featured a great buy on a tabletop propane heater. Not only was this item on the front of their weekly flyer, but it was also being actively promoted on the PA system within the store.

There was only one problem. A propane heater naturally requires propane to work. And even though OSH carries small portable propane tanks, they didn’t have the ones in the proper configuration to fit the heater. Whoops.

So making this work required an additional trip to guess where to get the correct propane tank: Home Depot.

Hmm. Driving your customers to visit your competition to complete their product experience with you? Not the best way to keep the flames of loyalty  burning bright.

Don’t make me work harder to do business with you. And be sure not to blaze a path for your customers to the competition.

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