Seller Beware!
This is probably the mental image (or something like it) that the Comcast service reps have when they think of me. But, even ol’ smiley here didn’t start out as an evil, vampiric Wraith. And, he probably didn’t want to be one. Sure, there are bad customers, but how many of those are turned bad by companies operating under “shoot first, they’re all evil!” assumptions? I sum this up as “Seller Beware” and this is how it works (or doesn’t as the case may be.)
1. All customers are opportunistic. They only buy from us when there’s a special and they’ll move on to the next cheap deal.
2. All sales are single transactions. We need to grab as much money as possible in every single sale. Forget that silly customer loyalty stuff - we’ve gotta move on to the next sucker!
3. Never, ever, trust the customer. Always treat them like they’re in the wrong (After all, they’re only out for what they can get. See #1).
4. The only customers that count are the big ones. (But still, don’t trust ‘em. See #1 and #3). And, “big people” never talk, live next door, or are married to those trashy “little people.” (”You mean Joe Bob at the bait shop is married to the CEO of my biggest customer?” Oopsie. Ya think that’s why she cancelled our account???)
5. Employees are not to be trusted. Who cares if they’re poorly paid, demoralized or tired? There are plenty more people out there that want jobs!
It’s almost enough to make me feel sorry for the BCCs (Big Clueless Companies) like Comcast (and MBNA and AOL..and…and..) And, when all is said and done (and I’ve calmed down), I definitely feel sorry for the people that work there. Hardly anybody goes to work thinking, “Wow! I get to do a crummy job again today! If I’m really lucky, I’ll get to be rude to a customer!”
It’s a funny thing - if you treat people like trash, they’ll act like it (and probably do the very thing you’re afraid they’ll do.) Why do you think Comcast has to hire independent auditors to drive around and make sure that otherwise law-abiding people aren’t getting cable illegally?
Well, I can’t do much (immediately anyway) about fossilized corporate cultures. But, I can control where, what and when I buy. Or, I can simply go without. The BCCs tend to forget that we customers can make those choices. I could even - gasp - live without the Sci-Fi channel and, sob, HGTV.(1) I can also do my best to recognize and thank the good people found in even the worst companies. Some of them do a great job in spite of their employers!
(1) I now have DirectTV which is cheaper than Comcast and gives me more choices (including music). Even though I still think “there’s nothing on” at times - with 155 channels! (I’ve gotta spend more time at the Apple on-line store!)
Got a service star or snafu story of your own? Tell me about it!
Related Posts:
Service Star: Ian at Verizon Wireless
Service Star: Joan Cok, UNM CE
The Rant Factor or Who Sucks Less?
Shaming Companies Into Good Service. (Can’t be done.)
Comcast Missed the Point!
Home Depot’s Real Problem
People Who Need People
Customers - Service Vs. Processing
Tags: customer service, Comcast, marketing, marketing troubleshooting
View the Blog Roll
August 24th, 2006 at 11:01 am
Wow Mary, I take it that Comcast really did get under your skin! As a manager in a service business I of course need to take excpetion to your list, but at the same time I can understand the perceptions you have expressed. To me it’s not a matter of being clueless - I’d offer that executives in these big telecom companies genuinely want to provide good customer service; it’s just good business, so no idealism is necessary (although it would increase the likelihood of it happening). The problem is the many layers of management below them that have to take that message and apply it - and that is very hard to do when you have thousands of managers. That is why I just can’t work in that environment - I’d tear my hair out. I’m lucky to be with a smaller company where I can directly connect with the front line employees that deal with customers every day - and you can bet my list is the polar opposite of yours! Great thought-provoking post, and all the best.
August 24th, 2006 at 11:42 am
Yep, and that’s my point - your list should be the exact opposite! (and good for you!)
As for Comcast, they get under a lot of people’s skin (and have beeing doing so for a very long time). One would think it would eventually come to the notice of the top level executives. But, so far, doesn’t appear so.
Having worked with execs at the big telecom companies and other big corporations - I concede that often they don’t even know what’s going on down in the ranks, so they actually believe what they’re saying about their great customer service, etc. However, for many of them, customer service is simply not on their radar screen most days. As you move up the ranks, it’s an increasingly insular environment - with its own set of standards, measurements and culture. (One reason I encourage CEOs to get out and wander around on their own - without the staff filters.)
August 25th, 2006 at 7:52 am
[…] Related Posts: Seller Beware! Service Star: Ian at Verizon Wireless Service Star: Joan Cok, UNM CE The Rant Factor or Who Sucks Less? Shaming Companies Into Good Service. (Can’t be done.) Comcast Missed the Point! Home Depot’s Real Problem People Who Need People Customers – Service Vs. Processing […]