Deliver on the promise
by
As my regular readers might know, I was having some difficulty with a vendor last week trying to get a problem fixed. Just when I thought things were beginning to turn around regarding delivery on their promise of customer service being important to them, I was again disappointed.
I needed to talk to them regarding an additional issue, and decided the fastest way was to dial into the technical support queue and wait on hold for a while so I could actually talk to a real person. While on hold, they mentioned that I could “press 2″ to have someone call me back without losing my place in the queue. Wow! That sounded great! It’s like giving your buddy a beer to wait in line for you overnight to buy that fabulous new gaming console… while you go home and get a good night’s sleep.
I pressed 2. They said they would call me back, and my place in lineup would not be lost.
Great! Back to work I went…
Then I waited…
…It must have been quite the long queue because I have yet to get that call back. It’s been four days. I’m not impressed.
You can bet I’ll be looking long and hard to find out if there are any areas our business fails to deliver on promise.
Which leads me to my inevitable question. What promises does your business make that you don’t deliver on?
Technorati Tags: brand promise, customer service
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paintsmh says:
Four days isn’t as bad as going on three months. I am trying, apparently in vain, to purchase some semen on a few Canadian bulls. I contacted the company at the end of April the first time. Finally got a reply at the end of May, replied with the information they requested immediately, now it is the end of July and I still haven’t heard back from them. And in that time I have actually decided to expand my order…or not if they don’t get back to me pretty quick. Fortunately for me I do have another option, but he only comes through the area once or twice a year, and I did really badly want to set up communications and such with the actual company.
Jul 18th, 2007at 1:32 pm
Chris Punke says:
Whoa! For a second there I thought I was going to have to remove your post… certain words jump out to a moderator.
Three months? Yikes! A good lesson for us all in timely communication!
Paintsmh, I hope you get the “material” you were looking for soon!
Jul 19th, 2007at 11:36 am
paintsmh says:
Sorry bout that. You’ll have to forgive me. Total aggie and it didn’t even occur to me.
Jul 19th, 2007at 7:35 pm