We’ve all experienced it before; customer service that flies in the face of logic. You know, the head scratching amazement of a company rule that defies common sense and immediately disconnects the customer from the institution. Some companies are really good at alienating the customer while others seem to have mastered this value-added service.
What I love about having a budding, young entrepreneur is that when I publicly rant over a battle I’ve selected to enter, she doesn’t perceive me as a lunatic. My daughter fully sees the plight and gets a first-hand glimpse of illogical or poor customer service.
And so it happened the other day. We were at the bank. My bank; the one I’ve been loyal to for almost 20 years. That should count for something, right? After all, I’ve been with the institution longer than most of their employees. I had a deposit to make but the check had my former married name on it and they wouldn’t accept it despite having done so for almost two decades. And I had proof it was me. But they changed their rules. So I had to open up a another account, deposit the check into it and then transfer the funds to my regular account. Did any part of the new rule make sense? No. Would they make any more money in interest or fees from this extra account? No. Was the rule customer-focused? No. Did they have an answer for me when I asked why I should continue to bank with them? Of course not. Those are the rules.
Even my 14-year-old could see this didn’t make sense.
So for all of you Biz in a Boxx entrepreneurs, know that it’s your customers who can make or break your business and without them, you have nothing. Your needs are not their priority. And as Sam Walton said, “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
Success to you!
Melissa
PS. If you’re in Phoenix this week, come visit us at the AFHE tradeshow at the Phoenix Civic Center!
{ 7 comments… read them below or add one }
Loved your article! You hit the nail on the head … only thing I would have added was the name of the bank you deal with. It’s my philosophy as a business owner, Tail Wags Helmet Covers, that a happy customer tells 5 friends about the great service they received. An unhappy customer tells at least 20 people (and they, in turn, tell 20 of their friends).
I’m stopping by from TwitterMoms.com. Hope you’ll check me out at:
http://www.facebook.com/tailwagshelmetcovers
http://www.twitter.com/tailwagshelmet
http://www.karynclimans.com
Cheers,
Karyn
I’ve just re-tweeted and shared this article on my twitter and facebook sites. You might also enjoy an article I just posted on my blog site:
http://karynclimans.com/2010/07/27/marketing-tail-wags-the-keys-to-my-success/
Thanks Karyn! I’ve verbally told quite a few people (more than the 5 person quota) out of sheer disbelief. I say companies need to bring back their customer loyalty programs. In theory, Customer Relationship Management is based on this, but I think more business owners adopt the technology versus living up to the principals.
I’m off to check out your links/site. Thanks for the retweet!!
Melissa
Think of how retarded the average guy is, and realize half of them are stupider than that.
It’s the ego of corporate and the rules made because employees cannot be trusted to make independent, sound decisions. Small businesses wouldn’t function that way and survive.
You are so right. When it comes to customer service they can make or break a company. I had a similar situation with our cell phone company. My son had gotten a new phone that had wifi. Great right he could get on the internet when he had wifi. Wrong. we got our first bill and his “free wifi” cost us $2500. Yep thats right. I immediately called the company and explained the mistake. I was told my the supervisor that I was a bad mother because since she didn’t know what her daughter was doing with her phone I couldn’t possibly know what my son was doing with his. Then she told me I was a liar if I said I did know what he was doing. Needless to say I went to hire ups and not only filed a complain with the corporate office but I also got the charges reversed. They almost lost a customer must like you and your bank teller. Thanks for making me feel like I wasn’t the only one who had do deal with bad customer service
@Cindy…unbelievable. It’s beyond sheer policies or rules but bottom line at the cost of a consumer. It’s a matter of disconnection between corporate and consumer all the way down the employee supply chain.
I feel for you.