Remove Hidden Hassles
Practical ways to remove hidden hassles, the small frictions that quietly kill purchases.
Friction costs sales. Walk the customer’s path yourself.
10 tips that really help
These ideas come from Influence (Robert Cialdini), Pre-Suasion (Robert Cialdini), Thinking, Fast and Slow (Daniel Kahneman), and everyday practice. The first six help the most. Pick one and try it today.
Hidden hassles block sales
Unexpected effort or fees make customers hesitate at the last moment.
Find and remove them.
Map the customer journey
List every step from first interest to first use and look for friction.
Draw it on paper.
Ask customers where they struggled
Real feedback shows problems you cannot see yourself.
Interview three buyers.
Reduce paperwork
Fewer forms and signatures make buying faster and happier.
Use digital tools.
Be clear about all fees
Surprise costs destroy trust, so list everything upfront.
Publish a full price list.
Simplify delivery
Clear timelines and tracking prevent worry after purchase.
Communicate often.
Make returns painless
An easy return policy increases confidence to buy.
Write it plainly.
Offer setup help
Doing the work for them removes a major barrier.
Provide onboarding.
Answer questions fast
Quick replies reduce worry and keep momentum.
Set response standards.
Test regularly by buying from yourself
Going through your own process reveals hassles.
Do it quarterly.
Easy things to say
When you are stuck, pick one of these. They work in many sales conversations.
“Let me try buying from us as a customer.”
“That form is too long.”
“What nearly stopped you?”
“We removed two steps.”
“Is it easier now?”
“Thank you for your feedback.”
Your first week
One small action a day. Each day is only a little bigger than the last.
Walk through your process
List every step
Cut one step
Ask customers about hassles
Fix the top three
Test again
Review
Further reading
- Influence (Robert Cialdini)
- Pre-Suasion (Robert Cialdini)
- Thinking, Fast and Slow (Daniel Kahneman)
The tips above are written in our own words and are general guidance. The books are suggestions for further reading.
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Start freeThese lessons share general learning and everyday ideas. They are not medical or mental health advice. If you feel very anxious, low or unwell, please talk to a doctor or a qualified professional.
More lessons in “Why People Buy”
Keep going. Small steps every day make a big change.
← Previous: Offer a Small First StepNext: The Analytical Buyer →
- Reciprocity: Give First
- Commitment: Start Small
- Social Proof: People Follow People
- Authority: Show Your Expertise
- Liking: Be Someone People Enjoy
- Scarcity: Real Limits, Honest Deadlines
- Unity: Be Part of Their Tribe
- People Buy With Feelings, Justify With Facts
- The Two Minds of Every Buyer
- Why Choice Overload Freezes People
- Anchoring: Why the First Number Matters
- The Fear of Missing Out
- Loss Hurts More Than Gain Feels Good
- Why People Hate Change
- Pre-Suasion: What Comes First Matters
- Frame Your Offer Positively
- Ask Small Questions That Say Yes
- Use Reassuring Words
- Choose Your Moment
- Create a Comfortable Environment
- Start With Common Ground
- The Line Between Persuading and Pushing
- Never Fake Scarcity
- Use Social Proof Honestly
- Be Transparent About Trade-offs
- Persuade With Their Interests, Not Yours
- Why Honest Sellers Win Long Term
- The Newspaper Test
- Offer Clear Defaults
- Cut the Number of Options
- Show the Next Step Plainly
- Reduce Risk With Guarantees
- Offer a Small First Step
- Remove Hidden Hassles
- The Analytical Buyer
- The Quick-Decision Buyer
- The Relationship Buyer
- The Cautious Buyer
- Buying for a Team vs Buying Alone
- Adapt Your Style in Minutes
