I’m a big fan of MSN Money’s annual “Customer Service Hall of Shame”, as voted on by their readers from among Fortune 500 companies. Have been using it in my Customer Service Training programs since ’07.
Here is the 2011 “Bottom 10” of customer service.
10. Farmers Insurance
9. CHASE BANK *
8. Progressive Insurance
7. Citibank
6. Comcast
5. Time Warner Cable
4. SPRINT *
3. Capital One Bank
2. AOL
1. Bank of America
Have had recent experiences with both Chase Bank and Sprint that might offer some insights as to how these organizations are perceived to offer poor service. I’ll take SPRINT first, since my experience just happened this morning.
My cell phone wasn’t working so I went to the sSrint store at 116th & Keystone in Carmel, where I’d bought it. The gentleman there, Bill, was very professional. He checked a few things and told me it was a problem with the phone and I was insured but the technicians had been transferred to the store at 146th & Hazel Dell ( 12 miles round trip). When I got to that store, two customers were walking out without ever having been waited on. Not enough technicians.
I hung in and got to Dustin, who informed me the problem was with the battery and that I wasn’t insured for that. Worse, Sprint doesn’t sell batteries for cell phones, which feels akin to not selling t- bones with a bone to me. He informed me that the best place to purchase a battery would be Batteries Plus, which was one mile on the other side of the original Sprint store on Keystone.
The guys at Batteries Plus did a good job for me and the lady ahead of me.
I spent a lot of time chasing my tail for something I would’ve thought Sprint might handle in one visit. I understand the idea is to sell me a warranty and have it run out right before the battery runs down. But I don’t understand taking the techs out of the Keystone store and then not having enough techs at the store where you send them. And I don’t understand not making batteries available to your customers, thus forcing them to make yet another stop. But maybe that’s just me!
If this were my railroad, I’d sell batteries for the phones I sell. That would have saved me the third stop and I’d have felt better. Also, I wouldn’t leave my Carmel store customers without a technician. Finally, at the Noblesville store, I’d have enough help to keep customers from walking out. Then again, that’s just me! You have to wonder if Sprint cares enough to escape the CUSTOMER SERVICE HALL OF SHAME. I’m betting they don’t! Make sure your business doesn’t belong to the Hall of Shame. Learn from Sprint’s mistakes.
Danny O’Malia
Indy’s Trusted Servant
(317) 413-9062
fax (317) 815-8755
www.indystrustedservant.blogspot.com
Great Salespeople Think Like Owners: 10 Ways To Make A Difference
Monday, October 17th, 2011Making things happen takes action
Several weeks ago, I was conducting a sales seminar for designers and salespeople. Since I was the last speaker for the week, I asked the group what was their biggest challenge with the information they received. The answer: how will we implement these great ideas? You see the participants weren’t owners and couldn’t go back and immediately make changes. This wasn’t the first time I’ve heard this but this time I decided to add some sales strategies for the participants.
What good would all this information be if no one would listen?
1. So what do you do? First you must understand that if you’re selling customers you are an owner! Without you and your sales the business would die. Trust me, if you can’t sell anything you’ll be out the door and be replaced by someone who can sell. That’s how important you are.
2. Think like an owner. Being an owner and worked with many, I can tell you they think about money and sales. Without sales the business will not exist and a smart business owner puts as much money and time into training their sales staff. If you’ve been sent to a sales seminar consider it an honor and take it seriously. The owner has made an investment in your future. It means you are valued.
Your job? Rise to the occasion and learn as much as you can and be prepared to go back to your business and as they say: learn it, teach it and do it!
3. First things first. You’re probably excited and learned so many things you don’t know what to talk about first. Think like an owner and discuss the things that are connected to number 1. –sales and money. You will have learned lots of important things and many will stand out in your mind but are they the ones “most connected to the bottom line?” Are they ones you can implement easily, will they have the most impact on your business? Start with these things first. As someone once said, we’re learning how to be “mini moguls!”
4. Make sure it “makes sense.” Do you have the data right, do you have an example of how it gets done? If you need more info before you present your ideas, go get it right.
5. Make an appointment with the owner or manager who will be implementing your ideas and use rule 2. as one of your bargaining tools. “You sent me to these informative seminars, and there are ways that we can make more money and improve our sales. Who wouldn’t want to listen to this sales pitch? This will be the best sale you’ve ever had!
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Tags: business owner, indianapolis small business, Sales, Salesperson
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