How Easy Is It to Do Business with Your Company?

When was the last time you experienced your business the way a customer does?

Most business owners and senior leaders I work with believe they offer a great service and in many cases, they genuinely do. But delivering a high-quality product or service isn’t the same as being easy to do business with. That distinction is where many businesses, perhaps unknowingly, lose sales, repeat business, referrals, and their reputation.

So let me ask you directly:
How easy is it to do business with your company?

Let’s break this question down into key moments in your customer journey, from first contact through to repeat custom and explore how business owners and leadership teams can turn ease into a competitive advantage.

How easy is it to find your business?

If someone has a problem you can solve, how quickly can they find you? Are you visible online? Do you come up when they search on Google for what you do, or are you buried under a sea of competitors?

Ask yourself:

• Is your website optimised and up to date?
• Are you active in the places your ideal clients spend time—whether that’s LinkedIn, industry events, or local business networks?
• Is your messaging clear, confident, and consistent?

Visibility is the first hurdle. If people don’t know you exist, they can’t buy from you.

How easy is it to understand what you do?

This is one of the biggest stumbling blocks I see when coaching business owners. You know your business inside out, but a prospective customer doesn’t. They don’t have time to decipher jargon, scroll through a dozen service pages, or piece together what problem you actually solve.

So, try this:

• In ten seconds, can someone understand what you do and who it’s for?
• Is it obvious what pain you take away or result you help achieve?
• Can someone describe your business in one sentence after reading your homepage or LinkedIn profile?

If not, you’re making it harder than it needs to be. Simplicity sells.

How easy is it to get in touch?

Do people know how to reach you? Or do they need to hunt for a phone number, guess whether the contact form works, or wait days for a reply?

• Is your contact process clear, fast, and user-friendly?
• Do you reply quickly or at least manage expectations on response times?
• Can people reach a real human if needed?

In today’s world, people expect instant access. While we can’t always be available 24/7, being easy to contact and making communication feel like a breeze instantly builds trust.

How easy is it to place an order or get started?

Here’s where many businesses lose momentum. A client decides they want to work with you… but then what?
Is there a simple, friction-free process to get going?

Consider:

• Is your sign-up, order or onboarding process clear and fast?
• Do people know what happens next after saying “yes”?
• Do you remove unnecessary paperwork, admin or delay?

If the buying process feels like a chore, people lose enthusiasm or worse, choose a competitor who’s just made life simpler.

How easy is it to track progress or know what’s going on?

Once a client is on board, do they feel confident they know what’s happening?
Whether you’re delivering a service, shipping a product, or working on a long-term project, clarity matters.

• Do clients get regular updates without chasing?
• Is there a dashboard, email, or point of contact they can check in with?
• Do you proactively flag issues, delays or changes?

Remember: silence breeds anxiety. Clients want to feel they’re in safe hands—and that comes from clear, consistent communication.

How easy is it to arrange delivery or receive the outcome?

When your service or product is ready, is the handover smooth and predictable? Or do clients find themselves wondering when it will arrive, how it will be delivered, or what they need to do?
Whether it’s a parcel in the post, a report by email, or a training session you’re running, the experience should feel effortless.

• Are logistics simple?
• Do clients know when and how to expect delivery?
• Are you proactive in confirming that everything arrived as expected?

Delivery isn’t just about the final product—it’s the feeling the client walks away with.

How easy is it to pay you?

This might sound obvious, but you’d be surprised how many businesses make paying hard.

• Do you offer multiple payment methods?
• Are your invoices clear and timely?
• Is there a payment link, direct debit option or upfront price?

Don’t let a clunky payment process undo all your good work. If you’re professional in everything else, your finance systems should reflect that too.

How easy is it to leave a review or testimonial?

Social proof builds confidence. But many businesses don’t ask for testimonials—or make it awkward when they do.
After a successful project or purchase, you should be making it simple for clients to sing your praises:

• Do you send a follow-up email with a link or form?
• Do you guide clients on what to write or give examples?
• Do you make the process feel quick, valuable and appreciated?

You’ve earned the praise, just don’t make it hard for people to give it.

How easy is it to do business with you again?

Perhaps the biggest question of all.
Repeat business is cheaper, faster and more profitable than winning new clients. But only if you stay top of mind and make it easy to return.

• Do you have a follow-up system in place?
• Do you offer a next step, upsell or ongoing relationship?
• Do clients know how to re-engage, re-order or refer?

Don’t assume that just because someone had a good experience, they’ll come back. Keep it easy, keep it visible, and keep the relationship warm.

Final Thoughts: Friction is a Silent Business Killer

Here’s the bottom line: every little bit of friction in your customer journey is a potential lost sale, a missed referral, or a drop in your reputation.
Being “good” at what you do isn’t enough. The businesses that grow consistently, the ones that attract loyal clients, glowing reviews and repeat business are the ones that make life easy for their customers at every turn.

So, I invite you to walk through your customer experience from start to finish. Better yet, ask a friend or trusted client to do it and tell you the truth.
And then ask yourself, with absolute honesty:
How easy is it …. really … to do business with us?

Because in a crowded marketplace, ease isn’t just a nice-to-have. It’s your silent differentiator.

If you’d like help mapping out your client journey and identifying where the friction points are, get in touch. Sometimes, just a fresh pair of eyes can unlock thousands of pounds in missed opportunity.

And remember making it easier for your clients is the easiest way to grow your business.