Regular
INSIDE TRACK
You want to press the bell at the right moment.
I want to talk about friction points, a term rarely discussed in the bus industry, yet critical to understanding why it is so hard to persuade sceptical non-users to try our products.
It may sound like an engineering term – ‘don’t forget to lubricate the friction points’ – and that is its origin. But customer service experts have adopted the expression to describe any point in the sale process where potential purchasers may give up and go away. When you compare buses with other modes of travel, there are a lot of friction points.
