Customer Service? What's that?
I'm still new here and so I know there's a chance I'll be labeled a "complainer" for what I'm about to say, but this is what inspired me to write today. The truth is, when we witness something being done poorly, it often inspires us to "never do that."
At what point does a company become so big that they decide, the hell with customer service? Sadly, we've all come to expect this attitude from certain types of companies (cable providers, wireless providers, certain government offices), but it still surprises me when a company which should be completely customer-focused fails to uphold the simplest of commitments. Would you agree that a medical center or pharmacy should probably adhere to the hours posted on the door?
I mistakenly assumed that was a given. Unfortunately, I made the drive to my local Kaiser medical office/pharmacy to pick up a prescription today and discovered that the entire office had decided to leave early. No, they didn't leave very early, as far as I could tell. The sign said they were open until 5:30, but at 5:28 the parking lot was nearly empty, the building was dark, and the lights were out.
I'll admit, I cut it a little close. But, in my defense, I thought they were open until 6:00. If I had arrived after 5:30 and discovered I was the one at fault, I could have accepted that. Since I arrived prior to the official closing time, I was understandably annoyed.
This got me thinking about customer service and wondering how big a company needs to be to decide it just doesn't matter anymore. I think the answer is largely determined by the necessity of the service being provided and the lack of competition. Once your choice is taken away, that's often the demise of customer satisfaction. Think about your wireless provider or your cable company, who penalize you for changing providers, if that's even an option where you live. Think about the DMV or any other vital government office. If you need what they are offering, you don't have any other options. This is why monopolies are such a bad thing - but I digress.
The bottom line, for me anyway, is that I never want to become so successful that I forget about the people who made it possible. I want to be the kind of person who makes sure people feel appreciated when they do business with me. So today, I received a reminder that I will "never do that" which would make others feel powerless and unimportant.
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I think a lot of it is in the views of the employees. If the chief exec knew what was going on, he would act differently but often the dream, the vision is so watered down when it comes to the frontliners that they just don't care as it's not that important to them.
I agree with you, but there must be some way to instill those values at all levels. Costco is a great example of a company that values its employees who value their customers. Maybe the key is to treat your employees with respect and appreciation, and make it clear that it is their primary responsibility to make customers feel the same way.
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I have a local niche market I call "nocturnals", the engine of the city, those who work at the other end of the sleep spectrum. So I am "open all hours", 24/7, "we never sleep". Rather than just times, these suggest a level of service and customer care. My coaching is international, so open times becomes irrelevant. Now when my bank changes its business hours... Larry