The ability to simplify means to eliminate the unnecessary so that the necessary can speak. -Hans Hofmann
It has been said that progress is mankind’s ability to complicate simplicity. How true! We have experienced our share of complexity–from understanding the stock market to assembling furniture to sustaining healthy relationships. As they say, “It’s complicated.”
We thought technology would make our lives simpler, and in many ways it has. And yet, most of us have found ourselves at wits end, bellying up to the Genius Bar, for help unraveling techno-tangle. And when it comes to downloading software, how many of us actually take the time to read the crazy-convoluted “Terms and Conditions” before we check the YES box?
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I was inspired to write about simplicity when I saw the sign pictured here, which was posted near the checkout lines in a local grocery store. It goes without saying it’s far from simple and not particularly warm and fuzzy, either. While I suppose its intent is to assure customers they’re well taken care of, the mind-bending guarantee is anything but reassuring. There’s just nothing simple or sweet about it.
Not only is the message on the sign complicated, it is also devoid of any trace of concern for its customers or any indication they might be owed an apology, Furthermore, if you read between the lines, it essentially says, “We make mistakes with our pricing often enough to have to write all of this.” Of course, the simplest solution of them all would be to work on eliminating pricing errors in the first place.
The overarching goal of customer service is to make our customers’ lives easier and more pleasant by seeing the world through their eyes. Regardless of industry, we can provide a welcome oasis of ease in a world of increasing complexity. Inherent in all customer communications should be the message, “We care about and greatly appreciate you.” Then keep the rest simple, and let the necessary speak.