Since I live, die and preach the Gospel of Customer Service for a living these days, lots of folks ask me why it’s generally so bad no matter where you go. I have several thoughts on the matter. But first—remember. There are some companies that give great customer service. My wife and I had dinner at Outback Steakhouse in Castleton last evening. The service was FANTASTIC. The manager stopped by to check on us and introduce himself. The waitress was warm, friendly and WELL TRAINED. So ALL’S NOT LOST!
But I’ll bet Outback worked very hard—at the corporate level and inside that specific restaurant—to give my wife and I such a pleasant experience! Did I say the food was very good as well?
For companies that have failed me lately, such as Sprint, Chase Bank, Sears, Brighthouse and others, I offer these bits of advice.
1.THINK LONG TERM RATHER THAN SHORT TERM. Cutting jobs, services, products and training seems to be the way to go in corporate America today. And it CAN contribute to the bottom line—INITIALLY. But NOT long term! I saw this first hand after O’Malia’s was bought by Marsh. All that happens when companies think short term is that you lose customers and your corporate culture is lessened.
2.PROCESS OVER PEOPLE. Too many companies (the banking industry comes to mind) have too many policies and rules that hamstring their employees and keep them from delivering even basic services. Email me at dannyomalia@gmail.com and ask for my Citibank Customer Service fiasco and you’ll see what I mean.
3.Failing to practice MANAGEMENT BY WALKING AROUND. Go back to the great 80’s book IN SEARCH OF EXCELLENCE and read the chapter on that topic. Get to know your people. Let them know you care about them and the jobs they do. It’ll pay big dividends!
4.Am adjunct to number three: “FIND SOMEBODY DOING SOMETHING RIGHT!” That was one of Joe O’Malia’s big beliefs. When you do, TELL EVERYBODY about it. You’ll find more folks wanting you to tell everybody about them!
5.PRAISE IN PUBLIC. CRITICIZE IN PRIVATE. Self explanatory ( I hope).
6.The late, great john Wooden channeled Joe O’Malia when he said, “I’m not looking for great players. I’m looking for players that make THE TEAM GREAT.” From the hiring to the training to the execution, make your employees/ associates part of your TEAM.
7.Finally, RETURN THAT CALL—UNBELIEVABLY FAST. Or email, Or text. You’ll be the only one doing it and that will give you a great competitive advantage. Besides, IT’S THE RIGHT THING TO DO!
These are a few things service providers are failing to do. Without them, no amount of technological savvy can save them—LONG TERM.
Danny O’Malia
Indy’s Trusted Servant
(317) 413-9062
fax (317) 815-8755
www.indystrustedservant.blogspot.com
CHASE BANK’S FAILURE TO EMPOWER
Wednesday, September 14th, 2011Mary Kay Ash said it best. When asked how she’d become so successful, she answered, “I tried to hire really nice people and then let them be as nice as they could be.”
That’s something most businesses fail miserably at today. Which compels me to share my Chase Bank Story with you.
In March of .09, on the advice of my daughter, who had had a business relationship with the Chase Carmel branch while working for a local jewelry store, I contacted her Business Banker. Let’s call him “Joe”. I set up a Chase business account for my new business, Indy’s Trusted Servant. All went well until March of this year.
I had a $2000 check from a client to deposit, as well as two personal checks totaling just shy of eight dollars to cash. The girl at the window informed me the bank could not cash the two personal checks because I did not have a personal account with Chase( my personal account is with PNC and goes way back to Merchants’ days)
I thought about asking for the Branch Manager or my business banker, “Joe”. Then I realized I was dealing with an institution failing to train and/ or properly empower its employees to give basic customer service. I took the two small checks back, went home and proceeded to call “Joe”.
But “Joe” didn’t answer—I got a message from “Frank.”.
Two days later I entered the bank with another check from a client. I asked for the Branch Manager. He was gracious. I asked to close the door and told him my story. He was apologetic and explained that “Joe” had been promoted and not yet replaced.
My response was, “So you left his clients twisting in the wind?’ His response was, “Yes, I guess so.”
So I closed the account immediately. I took all my money to PNC that very day.
Banks—and other businesses—need to care more about their customers. They need to hire better people and THEN PROPERLY TRAIN AND EMPOWER THEM to take care of the customers. The young lady at the window could have offered someone higher up. She didn’t. I refuse to do business in such an establishment. So should you!
I’ll be sure to let you know if and when PNC makes me this angry. If they do, there are plenty of other banks around. CHASE BANK’S FAILURE TO EMPOWER
Danny O’Malia
Indy’s Trusted Servant
(317) 413-9062
fax (317) 815-8755
www.indystrustedservant.blogspot.com
Tags: business tips, customer service, indianapolis small business, Indy's Trusted Servant
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