Minimizing Friction That Impacts Customers

Friction occurs naturally in most businesses. It can’t be avoided, but it can be managed if you choose. Sometimes friction is built into the company culture or is a result of misalignment in the organizational structure. Often friction occurs when there are external pressures, such as market downturns, pandemics, or technical difficulties. Friction can also occur when businesses grow and change, appearing mostly as internal organizational friction. In certain cases, friction occurs because of cultural or generational differences in staff and customers. Whatever the cause, you must understand what you can do about managing it and how it impacts your customers. If your style is strong and competitive, you may be able to navigate and succeed while keeping the drama away from your customers. For more collaborative styles, dealing with friction often requires proactive management.