OK, so the economy has gone to pot, general morale is in the gutter and companies everywhere are wondering how they are going to survive until the end of the year. (Actually, in many cases, they are trying to figure out how they are going to make it 'til the end of the month!) Anyhow, you would think that customer service would take on a whole new meaning given this environment. You would think.
Those who know me would probably characterize me as a pretty easy-going type person. But, when it comes to poor customer service . . . uggghhh! Anyhow, here's my angst for today.
A couple of weeks ago I lost my ATM card. I use the word "lost" loosely because I think I actually left it in an ATM machine. Anyhow, my absent-mindedness aside, I went to Telesis, a local credit union of whom I have been a customer for close to twenty years, to cancel my card and order a new one.
Well, here I am two weeks later still without an ATM card and no easy way to get cash because last week they changed their local branch hours to seemingly ensure they would never be open during the hours when I am not working. I called Telesis to inquire about the status of my new card and the representative informed me that the company that handles fulfillment of their ATM cards is backed up due to "some type of fraud activity" so it will take even longer than it has already to get me a new card. Since this answer unfortunately fell short of fixing the need for cold, hard cash in my wallet I asked her if it normally takes close to two weeks to replace an ATM card. Her response was, "This is normal. It always takes 10-14 days to replace credit cards. Not just with us but any company."
Funny thing is that just last week American Express had to issue me a replacement card and I had the new one in my wallet within 16 hours of speaking with the customer service representative. When I informed the Telesis representative of this she responded, "Well, that hasn't been my experience with credit card companies. It normally takes 10-14 days." The last thing I needed at that point was to have the Telesis representative telling me that I was wrong and she was right.
OK, so this may all sound trivial but it demonstrates the extreme care companies must take to ensure that they don't alienate customers at a time when customers are increasingly hard to come by. Everyone is on edge these days due to the economy and it doesn't take much to please a customer who might otherwise become extremely frustrated. In my case a simple, "I'm so sorry about the delay with your ATM card. Let me see if there is anything I can do to expedite the process" would have been a perfect answer to demonstrate some sense of understanding and empathy. This answer would have cost Telesis zero additional dollars yet would have gone a long way to ensure that the solid, profitable relationship they have built with me for twenty years does not vanish into thin air during a one minute phone call.
Companies that want to survive when times get tough cannot let the little things slide. They must never lose sight of the fact that they are in business to serve their customers; not vice-versa. And, they must make sure their employees understand and embrace this philosophy.
So, off I go this afternoon to Citibank. I heard they are trying really hard to get new customers.
- chillin' at the cooler. Mark Willingham
I can so relate to this. I'm really confused as to why companies really just don't seem to care.
Posted by: Julie Sorenite | 03/12/2009 at 12:58 PM