Obviously, if there is a problem that continues to plague the system you are using, then you need to find the root of the problem and fix it. I’ve tried unsuccessfully to explain this to several organizations that I have come across recently. Their response is the same. “Yeah. OK. Whatever.”
How hard is it to notice the issue, start a dialog about resolution, and move forward to track the problem from root to result?
I urge everyone in business whether you are a lowly CSR or the CEO to forge ahead and listen to what your customers are telling you. The quickest way to lose business is to ignore the obvious issues that seem to crop up in the day to day operations. Get on ground level. Spend a day in the trenches.
Resolve to resolve!
This message brought to you by STRAYER UNIVERSITY ONLINE and the “not my job/not my problem” attitude that works wholly against their current marketing campaign. If you throw millions of bucks into marketing and then lose every customer you gained from that marketing effort because of poor response to their needs, what was your true ROI?
Zip. Nada. ZERO! Food for thought.
~PPP
Wow you are so right! Yet no one seems to listen. You always find that one lone employee that has a clue. The rest are, shall we say, worthless when it comes to actually wanting to solve a problem.
Add to that list come on – I challenge others who read this blog to add the names of companies who have given less that 100% customer service. Heck for that matter less than 10%. As if answering the phone was a gift enough to us, the customer.
So here is a short list just from one week:
Helio, Charter, Sallie Mae.
They all pay millions to get people to think they are the best company in the world. Then they hire staff that I guess think the customer is well – Not worth their time!