Probably not. There’s a lot of folderol in management circles about making sure that you put the customer first, that the customer is always right, that the customer relationship is the most critical relationship of all.
Then, of course, big business (let’s not lay all the blame at their feet; small business can suck at this, too) comes along and undermines anything the “boots on the ground” are actually doing on the ground.
From the latest New Thinking by Gerry McGovern:
In many organizations, the current customer is so disrespected that support is outsourced. You outsource the things that matter least to you. You outsource to save money. You outsource because you don’t care. You outsource because you don’t think something is a core competence.
It doesn’t get any truer than that, babies. It’s all about grabbing the most that you can and the devil take the hindmost.
Why do you hate dealing with Comcast/Time Warner/Verizon/fill-in-the-blank-with-other-hated-company-of-your-choice? Because their customer service stinks.
Two weeks ago, my local electricity provider (recently purchased by a mega-conglomerate) sent me a letter telling me to URGENTLY get in touch as someone needed to come over RIGHT AWAY to change my electric meter.
I called. I got the now-ubiquitous automated operator. I tried several different options (“Press 2 for Residential Customers”) and finally I just started yelling “Represenative!” and it finally connected me. To someone who didn’t know what in the hell was going on. Who lived states away from me. *sigh* Well, at least he didn’t live in a foreign country.
I’m still waiting on the promised technician to come out to fix something that THEY wanted fixed. I don’t care if they replace the dumb meter or not. I just called because I thought it would be helpful. I won’t make that mistake again.
“You outsource because you don’t think something is a core competence.” Gerry’s been right a lot, but he’s never been more right than right here.