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Last week I called the customer service line to a major retailer. After going through the automated telephone system, I was given the option of leaving a message or holding for a representative. I chose to hold. After about two minutes, the line went dead.
Assuming there had been some kind of phone service glitch (I know it does happen), I called back, made my way through the prompts, and the line went dead again.
At this point I gave up and called another (competing) company.
It is amazing to me how often this kind of thing happens. So many companies spend millions of dollars on advertising, but can’t seem to find the time to answer the phone when a customer calls.
Does that make sense to you?? It doesn’t to me. Somewhere along the road speeding towards profits, some companies have lost their “customer service” wheel. This wheel is a vital part of what makes a company successful.
Not being able to reach someone on the phone at this company may seem like a small thing. My perception; however, as a customer, was that this organization felt it couldn’t be bothered by such a trivial matter. And this small thing turned into a big thing; the end result? They lost my business. Surely they would think that was important.
In your business and in your life, take a look at some of the small stuff you could be overlooking or brushing off as trivial. These “potholes” may be easy to patch.
By fixing these smaller problems, you can often prevent having to re-pave the whole road.
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