Companies can no longer get away with being hard to do business with.
If your business has inconvenient hours, long wait times, unaccommodating payment methods, low inventory, complex ordering procedures and outdated contact information, and when their employees are unresponsive to phone calls, unwilling to admit mistakes and unfriendly toward inexperienced customers, the accumulated friction will certainly destroy you.
Customers walk through the door hoping you would give some joy to them. They shouldn’t have to work so hard to do business with you.
They work hard enough.
If you want your business to be welcome oasis in the desert of corporate mediocrity, it’s not enough to lower the barriers to entry, you have to lower the barriers to everything.