The Brutal Truth About Second-Class Service: Customers Are Done Waiting in the ‘Right Now’ Economy

Consumers are accustomed to having virtually everything available at the touch of a button. If you’re not willing to meet their requirements, they’ll find someone else who will.

EXPERT OPINION BY HOWARD TULLMAN, GENERAL MANAGING PARTNER, G2T3V AND CHICAGO HIGH TECH INVESTORS @TULLMAN

Illustration: Inc; Photo: Adobe Stock

We’re nearing the end of the “hurry up and wait” era when customers politely settled for service and timeliness that suited the providers but sucked for the recipients. In many cases, there were few alternatives, and they were grateful to have access at all to certain of these providers. However, in today’s competitive environment, “right now” is barely enough to satisfy the demands of an educated, aggressive and increasingly connected public. No one wants to wait for anything, and if you’re not willing to meet their requirements, they’ll happily find someone else who will. The whole world is a few clicks away.

You can blame a small part of the overall “need for speed” on the impatience of young people—whose cultural impact and purchasing power across the board has never been greater—and on young techies and........

© Inc.com