Overcoming Barriers

I really like this youtube of a younger Jack Nicholson trying to overcome the waitress's objections to his order.

Speaking of objections/barriers have you noticed that the terms and conditions of doing business with people is growing?

Greyhound and Coach Canada are notorious for this. Case in point: the driver is able to accept payment from anyone not having a pre purchased ticket but they will not accept payment from you when there is still 2 mins left prior to departure and force you back to the ticket counter. With that little time to spare, the chances of the apathetic driver waiting past departure time are slim to none.

Sure the argument can be made that you should have been there 45 mins prior to departure(terms and conditions), however is this really a necessary barrier?

The marketing message from Coach Drivers: We don't really Care about your business.

Erecting barriers for your customers to overcome is a great way to race to the bottom of marketing efficiency. It is NOT great for building a remarkable company that compels people to say nice things about you.

Update: Yes I understand that coach travel is a commodity, but why should it be? Why not increase profits even more by increasing customer value, and rider experience? There is a huge disconnect between the marketing table at Greyhound/Coach Canada and what the actual perception of their marketing is.

Marketing because you want is so much more authentic than marketing because you have to.