you said what?

What? Why now?

About a week ago, I went to the grocery store. And there was a big change in the parking lot. All of the prime parking spots were changed to order online and pick up here. And they were all empty. It was strange. Through the entire pandemic, home delivery and order online and pickup were not an option at this store.

So, why now? After a year and a half of not having the option when vaccine coverage is getting better every day and we are on the verge of having restrictions lifted? And why make customers walk further to get to the store when they could have put the pickup location in a different spot without impacting so many people? And why not give customers the information about how to find and use the service?

Businesses make changes all the times. Sometimes they are obvious and sometimes not. The change sticks when people are better off. When their life is easier.

Are your customers wondering why?

Posted in Customers, Leadership, Strategy.