I had a call from a major major bank today.
They were trying to sell me something based on other banking I do with them.
As part of the lead in the sales guy asked me how I found their service so far. So I told him about an issue that was never rectified and that I’d like to be fixed.
He ignored it. Just plain ignored it.
Yet he kept talking about building a relationship with me and offering us a wide range of services. He kept using the phrase ‘from my perspective’ and he explained how big his bank was and how useful it would be to compare it to my other bank.
If he had said he would jump right on it, and if he had stopped trying to sell me something until he fixed the problems I mentioned, I probably would have been sold.
Can’t really get any more basic than that.
[Image credit: Tracy O.]
Every company has them – those annoying little things that that build up, annoy customers and eventually turn them away.
Classic examples are poor communication about an airline delay or the ‘institutional voice’ you get on the help desk line when you call for help. You know the deal.
The interesting question is if they are so obvious to the world, so annoying and so easy to fix, then why don’t companies just fix them?
Here are some thoughts on the reasons and how to fix them:
- The front line people seeing this in action day to day have no voice. They’re not listened to when they try and raise the problem internally. >> Give them a voice – that means listening, but it also means taking action to prove it.
- The people seeing this in action are worn out and fed up. >>This is symptomatic of #1. Give them a voice, listen and take action. Give them a break, a holiday, and remove those who really are too jaded – find another spot for them – in accounts?
- The people setting the business process have no idea about how to do the job of the people interacting with customers. >>Get those line managers and higher ups out there rotating through support functions for a day every 3 months.
- The company is willfully blind because the numbers it is measuring tell a different story. >>Without customer satisfaction these numbers will tell the real story at some point – but it may be too late. At the end of the day, every for-profit entity must provide something of value that people want to part with dollars to have. Get that wrong and its all over.
- It’s too hard to change the process once it is in place. >>You need top-down support for this and you need to take a step even further back and look at your process for creating processes. Do you spend enough time reviewing and debating new processes before they are created? Odds are that you don’t – most companies create new processes at the drop of a hat but take a long time and many wasted meetings to remove one (or even alter it).
- Customers have no voice – they’re ignored or placated with no action. >>Cardinal sin – get out of business if you can’t fix this one.
What would you add?
[image credit: Daquella manera]
1 – those who read a lot of blogs know that you’re just having a cheap shot at attracting attention
2 – half the list is often useless
3 – the other half deserves more attention – why don’t you do a proper post on each one?
4 – there aren’t 27 reasons and even if there were, I’m not going to bore you with them
5 – you get the picture
6 – …
Yes I’m sick of meaningless list posts. On the other hand, I like everyone else love a useful list post.
What are your thoughts?
[Image credit: armigeress]
Look I appreciate the effort, but guys you can’t possibly hope to tell me the seven things I need to know this week.
By trying you’re just taking liberties – how about – seven things your network is reading voraciously at the moment?