I had no internet service Wednesday night. Not sure exactly when it went out. I started trying at 7:30. It was after midnight when it came back. It’s annoying and frustrating to be sure. But it happens and probably can’t be helped (I can just feel my nose growing. We all know I’m not this nice). What pissed me off beyond the beyond, though, was the unforgivably bad customer service.
Tried calling. Could I get through?
Can pigs fly? For the first couple of hours I didn’t even hear that ‘connecting’ sound. Right after I dialled the number I got a recording: “The circuits are busy. Try again.”
Why I even bothered, I cannot say.
Bullheadedness, I guess. Obviously I’m a glutton for punishment. And clearly I’m the type of person who might press on a bruise, because I’m enough of a sicko to think it feels good. If this is true, I’ll bet I’d have a lot more fun with Christian Grey than I have dealing with Rogers.
Anyway, about three hours in I was finally connected to their IVR system. Oh, how I love those. Even on a good day.
Well, this won’t surprise you. It was screwed up. Wouldn’t recognize my telephone number (which had to be programmed in
before I could get any help at all), so I kept getting disconnected. I know you’ve been there, so you’re laughing now. I am too. But I wasn’t at the time.
Oh yes, I persisted. Next attempt got me directly to a ‘sales’ guy. No IVR. He had no info. Other than to tell me they were experiencing an outage. Well imagine if I hadn’t reached him. I might never have known. “I’m in sales”, he said. “That’s all I can tell you.” Then he offered to transfer me to Tech Support. “But”, he cautioned, “You’re going to be on hold all night. I’ll do it if you want, but I wouldn’t recommend it.”
No shit, Sherlock! And has anyone ever bothered to tell you how useless you are?? Thank your lucky stars you don’t work for me, mister.
Want to hear the topper? Please say “yes”. On Facebook yesterday morning a friend posted a notice he saw on their website in the middle of the night, after service was back up. “We are experiencing an outage impacting wireless data service in southern Ontario. We are working to resolve this ASAP & apologize for the inconvenience.”
How customer centric of them. There is, however, one teensy little fly in the ointment. If we had no internet service, how would we see the lovely message? Putting it on the website was not what I’d call a ‘big’ idea. Or particularly helpful. What do you think?
What about having a recording when people ‘call’ you? What about having a phone system/IVR that works properly? This happens constantly. It is not a one-off. What about training your employees? What about hiring smart people in the first place? What about raising your own corporate standards? Do something, instead of merely shrugging your shoulders, wringing your hands and saying “Well, what could we do?”
Which brings me to the point of this post.
People don’t really give a damn. What ever happened to taking pride in what you do? To ‘wanting’ to do a good job? To exceeding expectations? Whether it’s ‘customer service’ or plumbing or engineering or copywriting.
Throughout my career, regardless of the agency I was with, the work ethic remained the same. Whether a client wanted a simple postcard, letting customers know a special offer would soon expire, or a television commercial with a budget in the hundreds of thousands of dollars, each and every job received the same attention. From everyone involved. Big or small. As it should be. Nothing less would be tolerated.
It was a culture that started at the top, and worked it’s way through the entire agency. From city to city; and country to country.
Admittedly, I’m a tough taskmaster. I settle for nothing less than a best effort from myself. So I figure it gives me the right to expect it from others. I won’t settle for second best. Mediocre is not in my vocabulary. “It’s okay”, is not okay with me.
There’s a Thomas Edison quote I absolutely LOVE. It’s the story of my life. I wish it was the story of more lives:
“Genius is 1% inspiration and 99% perspiration.”