Customer Disservice

A few months ago, I decided it was time to get my daughter a cell phone. Not as a vehicle for endless calls and texts with friends, not to download the latest apps, not to spend endless hours playing Brickbreaker or Sudoku. The phone was a "just in case" kind of thing. The only "bell or whistle" was the $5/month text messaging package, so that she could text me, her Dad, her grandparents or other essential guardian-types without doing major financial damage.

I signed her up with the wireless carrier I've used for years. Without naming the company in question, let's just say it's one of the major carriers. Let's also say that their customer service - or disservice - is the inspiration for this post. Without going into excruciating detail, here are the basics:

The young woman who sold me the phone apparently did not apply the $5/month texting package to my daughter's line. After a few months of surprisingly high phone bills, I finally caught on to what was happening. My daughter was sending close to 200 texts/month (based upon her 250 "paid" texts) and I was getting charged 25 cents for each and every one.

There were some other errors, as well, all of which added up to significant overcharges to my account.

Again, to save you the gory details (although it feels sorta good to vent my extreme level of frustration about all of this), I'll simply tell you that my carrier's customer service was atrocious. I spoke with two customer service reps, a supervisor and the young lady who sold me the phone in the first place. Nobody was willing to help. Apparently, it was all my fault, for not having checked my bill and complained early on in the process. According to the supervisor who ultimately took my call, "If it was that important to you, you would have checked the bill and called us right away." I told him that his comment was a fabulous way to calm down an angry customer and to keep up the good work.

Long story short, there's still tremendous value in trusting your customers and doing the right thing. Sure, you'll sometimes come across someone who's trying to pull a fast one. You'll think to yourself that no, the customer is not always right. But more often than not, your customers and clients will have valid concerns. Hear them out, make reasonable accommodations, take responsibility if you haven't met their needs.

A happy customer is a repeat customer. A satisfied client will refer you to others. Bottom line, good customer service builds a great reputation, is the right thing to do and will serve you and your clients extremely well.

Until next time...

Liz

Career Success Tip #17: How to Stand Out in the Crowd

Sometimes it really is the small stuff that makes all the difference.

On my drive home from an out-of-town meeting yesterday, I decided to make a quick stop at the bank. The branch I stopped at isn't my home branch, so this was my first time there. It was pouring outside and I made my way to the entrance of the bank with umbrella, purse, and car keys in hand, trying not to get completely drenched.

When I got to the entrance, there was a bank employee waiting there, holding the door open for me, smiling warmly and welcoming me. Now, while my local branch is full of friendly and helpful employees, no one has ever held the door and welcomed me in this way. I have to tell you, it felt very nice. This same fellow opened the door for me when my transaction was complete, thanked me for my business and wished me a wonderful day. Again, very nice.

Was this extra layer of customer service really necessary? Would I have noticed or missed being welcomed to the bank, had there been no one waiting at the door? Certainly not. But it was a lovely added touch that made me want to return to that branch in the future.

So here's something for you to consider: How do you differentiate yourself from colleagues and competitors? How do you make yourself especially valuable and memorable to your clients, boss or team?

To truly stand out in the crowd, you've got to go beyond simply doing your job well. Instead, you've got to go the extra mile and add value in a unique and impressive way.

After all, sometimes it really is the small stuff that makes all the difference.

Until next time...

Liz

A Brief Moment of Swine Flu Hysteria (Or: A Lesson in Great Customer Service)

I am not a swine flu hysteric. Despite the media’s apparent swine flu obsession, I just haven’t bought in. Even when my 10-year old daughter came down with distinctly flu-like symptoms (fever, fatigue, upset stomach, you know the drill), I still didn’t panic.

Until, that is, I got the email. With the best of intentions, a friend emailed me that there was a case of swine flu in my daughter’s school. Worse yet, the little victim was very ill and had been admitted to the Children’s Hospital of Philadelphia. Okay, that was enough to get me rethinking my decision to send my daughter to school that morning. Yes, her fever was gone but she was coughing a little and she didn’t eat much breakfast… Could she possibly have swine flu?

I called the doctor’s office. It’s a large office, with 7 physicians and thousands of patients. Yet despite the large volume of calls they’d been fielding from other concerned parents, they took the time to speak with me for nearly 10 minutes. And while 10 minutes may not sound like a lot, it’s more than enough time to reassure a worried mother. Incidentally, it’s also exponentially more time than most pediatric offices will stay on the line for almost any reason.

The nurse who spoke with me was professional, pleasant, and responsive to my needs. She didn’t dismiss my concerns or rush me off the phone. She took the time to hear me out and address each of my questions in turn.

The lesson: It doesn’t take much to stand out of the crowd by simply paying attention to your customers’ needs. Listen to what your customers have to say. Ask questions, engage them, and respond to their concerns. What better way to build strong relationships, retain customers, gain outstanding referrals, and meet with well-deserved success?

Until next time…

Liz