--- title: Friction - The Importance of Making It Easy to Do Business description: "Friction. It slows down customer success. The more friction, the less likely you will have happy customers/clients. How easy it to do business with you? It makes complete sense to me. And yesterday, I experienced my own service-related friction. Here's my story." image: https://success.tmcdigitalmedia.com/hubfs/pinewood-derby-736434_1920.jpg --- [HubSpot](https://success.tmcdigitalmedia.com/blog/topic/hubspot) # Friction - The Importance of Making It Easy to Do Business [![Erik MacPherson](https://success.tmcdigitalmedia.com/hs-fs/hubfs/TMC%20Headshots/Erik%20Headshot%202023.png?width=40&height=40&name=Erik%20Headshot%202023.png)](https://success.tmcdigitalmedia.com/blog/author/erik-macpherson) by [Erik MacPherson](https://success.tmcdigitalmedia.com/blog/author/erik-macpherson) Oct 21, 2019 9:28:00 AM ##### Listen To This Blog Post   Friction. It slows down customer success. The more friction, the less likely you will have happy customers/clients. [Brian Halligan](https://www.linkedin.com/in/ACoAAAAbObkBq1ZaEtI_RitWSKZLBSg5_JkA_5Q/) spoke about the importance of minimizing friction last year at Inbound 18. How easy is it to do business with you?   It makes complete sense to me. And yesterday, I experienced my own service-related friction. Here's my story.       **FRICTION** Staples made it very hard for me to print out a few photos (yes, some people still do this). There was so much friction. Twenty (20) minutes later, I walked out of Staples frustrated and determined there is no need to go back there, still in need of printing out a few photos.    **NO FRICTION** Walgreens, on the other hand, minimized the amount of friction by allowing me to easily place an order to print a few photos, self-serve, happy to help me, within 3 minutes. I walked away happy. It was an exceptional customer experience.   **WHERE'S YOUR FRICTION?** Think about your own company's customer experience. Where is there unnecessary friction? How can you minimize it? How can make your customers happier?   There's a reason I am a customer of [Dollar Shave Club](https://www.dollarshaveclub.com/home), shop on [Amazon](http://amazon.com) and [Vuori, Inc.](http://vuoriclothing.com), listen to my music via [Spotify](http://spotify.com), get my air filters from [FilterEasy](https://www.filtereasy.com/), and take [Lyft](http://lyft.com). They excel at minimizing friction. It's easy to get what I need.    **SERVICE EXAMPLE** Leveraging technology like HubSpot and creating new processes will help minimize friction.   **Take foodservice equipment service for example:**   Traditionally, an end-user or dealer calls - yes, calls - the manufacturer rep (who they trust) to initiate the service request. The rep then has to call the factory and relay the information. Neither the rep nor the end-user knows when and what's going on with that service request. There is so much friction between everyone involved because of this outdated process.   **THERE'S A BETTER WAY** Let's think differently, use technology, and minimize friction. It is proven that making it *easy to do business* equates to happy customers who will refer you more business.    Your thoughts?   [![CRM and Sales Process Consultation](https://no-cache.hubspot.com/cta/default/447165/e4638e85-a0f0-43f4-bd26-42ff0254d333.png)](https://cta-redirect.hubspot.com/cta/redirect/447165/e4638e85-a0f0-43f4-bd26-42ff0254d333)       #### Share [Share on Twitter ](https://twitter.com/share?url=https://success.tmcdigitalmedia.com/blog/friction-the-importance-making-it-easy-to-do-business&text=Friction%20-%20The%20Importance%20of%20Making%20It%20Easy%20to%20Do%20Business) [Share on Facebook ](https://www.facebook.com/sharer/sharer.php?u=https://success.tmcdigitalmedia.com/blog/friction-the-importance-making-it-easy-to-do-business&t=Friction%20-%20The%20Importance%20of%20Making%20It%20Easy%20to%20Do%20Business) [Share on LinkedIn ](https://www.linkedin.com/shareArticle?mini=true&url=https://success.tmcdigitalmedia.com/blog/friction-the-importance-making-it-easy-to-do-business&t=Friction%20-%20The%20Importance%20of%20Making%20It%20Easy%20to%20Do%20Business) Previous blog [← On the Beanbag with TMC - Who Owns The End User?](https://success.tmcdigitalmedia.com/blog/on-the-beanbag-with-tmc-who-owns-the-end-user) Next blog [Meet Mike Porter, the Newest Addition to Our TMC Family →](https://success.tmcdigitalmedia.com/blog/meet-mike-porter) ### You May Also Like These Related Stories [How Disconnected Data is Hurting Your Business (And What You Can Do About It)](https://success.tmcdigitalmedia.com/blog/disconnected-data-hurts-business) ![](https://success.tmcdigitalmedia.com/hubfs/SmartCRM%20Blog%20Hero.png) [CRM](https://success.tmcdigitalmedia.com/blog/topic/crm) #### How Disconnected Data is Hurting Your Business (And What You Can Do About It) Nov 14, 2024 6:00:00 AM 4 min read [How Service Hub’s Chatbots and Ticket Automation Save Time and Money](https://success.tmcdigitalmedia.com/blog/hubspot-service-hub-chatbots-ticket-automation) ![3d image of robot with chat bubbles](https://success.tmcdigitalmedia.com/hubfs/How%20Service%20Hub%E2%80%99s%20Chatbots%20and%20Ticket%20Automation%20Can%20Save%20Time%20and%20Money-1.png) [HubSpot](https://success.tmcdigitalmedia.com/blog/topic/hubspot) #### How Service Hub’s Chatbots and Ticket Automation Save Time and Money Nov 21, 2024 4:09:39 PM 2 min read [What You Can Learn About Customer Service from Hiking](https://success.tmcdigitalmedia.com/blog/what-you-can-learn-about-customer-service-from-hiking) ![](https://success.tmcdigitalmedia.com/hubfs/What%20You%20Can%20Learn%20About%20Customer%20Service%20from%20Hiking.png) [Social Media](https://success.tmcdigitalmedia.com/blog/topic/social-media) #### What You Can Learn About Customer Service from Hiking Jun 11, 2019 10:39:28 AM 2 min read ### Get Email Notifications ```json { "@context" : "https://schema.org", "@type" : "VideoObject", "contentUrl" : "https://447165.fs1.hubspotusercontent-na1.net/hubfs/447165/Videos/Friction%20-%20A%20Staples%20Story.mov", "dateModified" : "2022-05-03T19:09:05.624Z", "duration" : "PT2M19S", "height" : 1080, "name" : "Friction - A Staples Story", "thumbnailUrl" : "https://api-na1.hubapi.com/filemanager/api/v3/files/thumbnail-redirect/6176663987?portalId=447165&size=medium", "uploadDate" : "2018-09-13T12:25:55.293Z", "width" : 1920 } ```