Customer Service

Customer Service – CS – Sometimes They Should Just Call it Colossal Screw-Up!

I HAD a meeting at my house at 9:00 this morning.

I set my alarm early to attend to all of my morning details in order to be ready on time.

Make lunches — feed the cat — wash the dishes — squeeze in a workout — answer some emails — plan dinner — feed the cat (again).

By 9:00 am, I am ready!

Everything is packed and ready to go in the car so when my meeting is over I can get on my way and start my day.

It’s 9:10.

I check the front door…sometimes the doorbell doesn’t work.

I check my phone…sometimes the sound alert doesn’t work.

Nothing.

It’s 9:20.

As much as I am enjoying this second cup of coffee and reading my fashion mag, I’m starting to worry about getting to work on time.

9:27 — my cell phone rings:

“Hey Cheryl, how are you doing? Sorry, but my other appointment went on a bit longer than I thought, I could probably get to you within the next hour to hour and a half….”

Quickly my brain focuses in on a clock reading around 11:30 by the time we finish up and MY first meeting is at 10:00.

Insulted, I say coolly: “Well, I booked this time off of work to be with you and I must be at my office at 10:00 so what do you suggest we do?”

Thankfully we weren’t on SKYPE — the visual at my end wouldn’t have been pretty.

There was a series of shocked comments and apologies on the other end, but in my head I was thinking: Why isn’t MY time of any value to YOU?

In a world where someone else is ready to snap up your Customer in a second, this type of business practice leaves me shaking my head and wondering how some businesses can be so far off, yet survive. And then I wonder — for how long?

Ahh well, just solidifies my resolve at Idea Factor to deliver the best Customer Service experience bar-none all over again.

ABOUT IDEA FACTOR

Idea Factor provides a full suite of marketing services including B2B lead generation (gathering qualified sales leads), surveys, data mapping, event tele-boosting, trade show follow up, in-bound and out-bound omnichannel contact center services, data cleansing, list cleaning, customer retention and loyalty programs.

Our commitment to excellence in customer service has awarded us repeat business for more than 25 years, from both our global and community clients. To find out more go to http://www.idea-factor.com or look at our Services here.