We All Want It. Do We All Give It?
online research, you asked some people who already have one and you are now at the store with money in hand ready to buy one. The guy behind the counter has never heard of it, the person in aisle 27 can’t find it and the manager looks annoyed to be interrupted for something so trivial as a paying customer.
That familiar generic voice on the customer service line says they are experiencing a high volume of calls. You have to endure 17 minutes of some instrumental soft rock nugget until Bernie gets on the line. You explain the problem and he tells you he has to transfer you to another department. Another 11 minutes of another ditty and Jennifer picks up the phone. She informs you that Bernie was incorrect and back to yet another snappy number while you wait for George.
You Give Up
It begins to make more sense to toss the thing in the garbage. Your time is more valuable than what you spent on the it, it never worked properly, the claims in all the advertising were misleading and it's time to cut the bait.
Clearly many of us are giving terrible service. Is that really the best way for us to turn our economy around? Should we not give a crap and hope people buy our stuff? If we really really really want them to pay us money, it won't matter that we don't care, right?
Serving Customer Needs
Have a complete look at your business. Have someone outside of your business have an honest look at it as well. Then actually ask your customers for their feedback. This is not to tear it apart but rather to find the weak spots. It will help stop the head scratching when revenue dips. You may think it’s a product issue but it’s often something deeper and much more human.
It’s sad that we are resigned to the fact that the bar for customer service is so low it’s scraping on the pavement. Lift it up a few inches and you will slay your competition. If we want to turn your economy around, actually care.
Do You Think It Will Work?
image credits: despair | robotnine
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