{"id":55087,"date":"2023-11-29T06:00:54","date_gmt":"2023-11-29T06:00:54","guid":{"rendered":"https:\/\/hyken.com\/?p=55087"},"modified":"2024-05-08T19:21:16","modified_gmt":"2024-05-08T19:21:16","slug":"easy-is-in-the-eye-of-the-user","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-strategies\/easy-is-in-the-eye-of-the-user\/","title":{"rendered":"Easy Is in the Eye of the B\u0336e\u0336h\u0336o\u0336l\u0336d\u0336e\u0336r\u0336 User"},"content":{"rendered":"\"customerI recently bought a software solution. The advertising said, \u201cEasy to install and easy to use.\u201d It was half right. I had no problem installing the software. However, using it was a different story.\u00a0<\/span>\u00a0<\/span>\r\n\r\nThe good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn\u2019t working, and the entire process was confusing. I emailed the support rep to tell him it wasn\u2019t as easy as he thought it would be, and he responded by saying, \u201cIt should be easy.\u201d<\/span>\u00a0<\/span>\r\n\r\nThere was a difference between him and me. This rep had been trained and was an expert. It was easy for him, but not for someone like me who wasn\u2019t as familiar with the technology \u2013 and hadn\u2019t been trained like him.<\/span>\u00a0<\/span>\r\n\r\nSo, I have been thinking about the word <\/span>easy<\/span><\/i>. I wonder how often I\u2019ve been guilty of saying, \u201cIt\u2019s easy,\u201d when it might not be for others.\u00a0<\/span>\u00a0<\/span>\r\n\r\nA golf pro makes a swing look so easy. Experienced guitar players can play music by ear and not look at their hands and fingers. They play \u2026 effortlessly. The truth is that as easy as it looks, it\u2019s not easy.\u00a0<\/span>\u00a0<\/span>\r\n\r\nThe lesson we take from this is that what\u2019s easy for one person is not always easy for another. Someone\u2019s education, training, and experience can make something seem normal or easy for them, but it can still be difficult for someone without the same background. We must keep that in mind.<\/span>\u00a0<\/span>\r\n\r\nThis example of <\/span>easy <\/span><\/i>is a simple way to emphasize that some of us assume others are as knowledgeable or have similar experiences as we do. While I use <\/span>easy <\/span><\/i>as an example, there is a bigger picture. This concept of <\/span>easy <\/span><\/i>is just one example of how we assume and have bias, even if we don\u2019t intend to. For example, we might use company jargon and acronyms that others outside of the company or industry might not understand.\u00a0<\/span>\u00a0<\/span>\r\n\r\nIn the customer experience world, one of the most challenging <\/span>Moments of Misery\u2122<\/span><\/i><\/a> to overcome is communication breakdown. It\u2019s easy \u2013 there\u2019s that word again \u2013 for a company to replace a broken product or a retailer to exchange a sweater that\u2019s the wrong size, but when customers misunderstand you, they feel disconnected from you and the company.\u00a0<\/span>\u00a0<\/span>\r\n\r\nAnd\u00a0your experience may be different than your customers\u2019. Don\u2019t assume you\u2019re on an equal footing. At the same time, be careful not to\u00a0talk down to them. You must ask questions and communicate to understand and connect with them on their level.\u00a0<\/span>\u00a0<\/span>\r\n\r\nBack to that word, <\/span>easy<\/span><\/i>. There\u2019s an old saying: Beauty is in the eye of the beholder. I\u2019ve come up with a similar saying: <\/span>Easy is in the eye of the user<\/span><\/i>.<\/span>\r\n\r\n