Don't Make Customers Play the Service Waiting Game
Ben White || Unsplash

Don't Make Customers Play the Service Waiting Game

Does this scenario sound familiar: I’ve had breakfast, lunch and a snack and the cable guy is still not here. I got a call from him about an hour ago that he’s, “On his way.” No clue what that means.

IS IT ABOUT YOUR CUSTOMER’S NEEDS? OR ABOUT YOUR COMPANY’S?

Would you do that to your mother? Would you tell her you wanted to visit her, then give her a four-hour window, during which time you may or you may not show up?

That four-hour window was created for the company, not for the customer, and certainly not for your mom. It says, “We put our needs ahead of yours.”

[Read more about this topic in this blog post, in which I share a case study that illustrates this point.]


LOST WAGES + PRODUCTIVITY = IRATE CUSTOMERS

In a survey conducted by CNN Money, 58% of Americans said they waited for in-home appointments for the cable guy and other people for an average of four and a half hours. Many lost wages waiting and some even had to use a sick day or a vacation day!

This isn’t that hard to overcome. 70% of customers say they will recommend you just for being on time.

In these times, your actions, more than your empty promises, equal respect.

----

This article was originally published on Customer Bliss, where you can find more articles about implementing customer experience strategies. On my site, you can find out more about how I coach CCOs to lead customer-driven growth. Also, feel free to connect and find more industry news on Twitter @JeanneBliss.


Kamal Bhagwanani

Training and Skills development Expert, Focus on driving 21st Century skills for students

4 年

Bulls eye, Jeanne This is the most important aspect of customer service, during my training workshops I use this situation by asking participants how would they feel and react when they as customers get to face such a situation and almost every one comes up saying this kind of waiting game is NOT acceptable. Unless we have empathy and try to keep our actions that are always customer centric we just cannot deliver experiences to customers. Only way is to Know your values , built them and Live them.?

回复
Kelly Kinnebrew PhD

Founder: Minerva, AI Meeting Coach ?? Organizational & Clinical Psychologist ?? Consultant to OD/HR ?? Speaker on Gen Z ?? Mountain Athlete

5 年

Jeanne, well done

Shelley L. Snow PMP?, CCXP, SAFe? 6 POPM, CSM?

Customer Success | Product Management | Program Management | Project Management | CX | DX | Salesforce Professional Services | 7x Salesforce Certified Double Star Ranger | Developer in Training

5 年

True story!

要查看或添加评论,请登录

社区洞察

其他会员也浏览了