“You can fool all the people some of the time and some of the people all the time, but you cannot fool all the people all the time.” – attributed to Abraham Lincoln
I recommend you stop fooling them. (period) Clearly you should treat all customers with respect, with care and with love. You know what is the right thing to do. Do it!
Large companies are happy to sell their products and services to their customers, but have great difficulty in giving them support. “How can you allow a computer to answer your telephone?”
“We are recording this for quality service!” Whose quality? We are taught about Lean and Just-in-time, but how long does it take for the customer to be able to speak to someone to help them.
Zoom is a great service – very successful today – try talking to them. Call Comcast, ATT, Verizon, etc. and see how long it takes to reach a human being.
A banker once told me his president said, “We would have a great bank if we only did not have to deal with those ‘lousy customers.'”
Many companies send their customer service to Asia, because of the “cheap,” labor costs. The old saying, “You get what you pay for.”
Question # 1 – “What can you do to improve your telephone answering system to quickly please your customers and to do it inexpensively?
Question #2 – “What and how can you learn from the customer to improve your products and services?”