Sorry for Any Inconvenience

So can someone explain to me when this simple phrase became a carte blanche license to totally screw your customers over without taking any responsibility?

I have recently been re-scheduled for a Dr’s appointment for the 3rd time. This last time I was given less than 24 hours notice. If I were to do that to my Dr, I would be charged a fee for the appointment. It apparently seems OK for them to do that to me without any form of compensation other than “Sorry for the Inconvenience”.

I have long been a proponent of public health care and have not had the experiences that many people claim to have for long wait times and bad service. On the contrary, I have almost always had exceptional service and care from the nurses and Dr’s that have treated me and my family. We are all entitled to a bad day so I attribute the few occasions where a care professional was not as friendly as I would have liked to them just having such a day.

All this being said, simply re-scheduling an appointment and arbitrarily choosing a new date and time is NOT convenient and I DON’T accept you ‘apology’ for the inconvenience.

Mr Dr, When I choose a date and a time to make myself available that aligns with your schedule, I keep my commitment and arrange any subsequent meetings, appointments, etc around this time.

Mr Dr, it is not the most convenient journey for me to come to your office but for the sake of my health and to keep marital bliss, I make the time and commitment. Is it too much for you to do the same?

This goes for all the other services and companies that feel it’s OK to make changes to appointments, schedules, terms and conditions, etc…


Your responsibility to your customers is the key differentiator between you and your competition. If you choose to screw over your existing customers for your convenience then expect to lose customers to your competitors.

In today’s economy and the growing competitive nature of many businesses, you cannot afford to be so glib and careless with the most valuable source of your survival.

Too often, companies and services forget that the very customers that they take for granted are the lifeblood of the organization and without them they would cease to exist.  It’s time for consumers to bring back the old adage ‘Customer is KING’ and brand it on their forehead for all to see.  There are good reasons why small local businesses stay in business year after year even when faced with stiff competition from major corporations.  These small businesses understand who they are there to serve and they make damned sure that they treat their customers with the utmost respect and dignity.  It’s what pays the bills.

Next time you feel that you are not getting the service or the product that you are paying for, SPEAK UP!  You will continue to be dis-satisfied unless you make a change.

Gotta go now.  The Dr’s office is calling to re-schedule.


Striving for Change

Last week I had the opportunity to do an Ignite presentation that the Phase 2 launch of MEIC where I was talking about Operator Developer Networks.  To most, a talk about developer networks is a pretty dry subject but my goal was to illustrate that there is opportunity to effect a positive change within the Canadian operator community.

I work for Rogers in a strategy role where I have an opportunity to be a change agent and I feel pretty fortunate to be in such a role.

The gist of the presentation was that we as operators must do more to help developers be successful.

  • We must enable access to network capabilities through easy to use abstraction layers.
  • We must stop treating developers like second class citizens and relegating them to the cesspool.
  • We must provide developers with a mechanism that enables easy access to these enablers and not place undue burden on them if they want to explore.
  • We must provide information that helps them understand the services that are available and examples of how to use them.
  • We must provide tools to developers that help them become successful in business and show them ways to create and grow a business.
  • We must provide ways that allow a developer to become a partner in business and empower them to explore new ways of generating income for their business.
  • Operators must work together to enable intercarrier functionality that will help drive uptake of new services and create new opportunities.

The crux of all this is that Operators need to change.  They have traditionally been seen as stodgy, outdated and disconnected from the very subscribers they serve.  Believe me when I say that there is far more concern for the happiness of the consumer than operators get credit for.  Operators don’t make it any easier with the customer ‘experiences’ that are often had during calls to client care but that does not mean they are not trying.  There’s still room for improvement for sure.

Over the past few weeks I have had the opportunity to speak with some developers about the changes that I’m discussing here and the response has been consistent. “Really??!” “You guys??!” “I never thought I’d see that”  Basically developers have been shocked to hear that we are working to effect this change.

I have included the presentation below.

Please let me know your thoughts in Comments.


From the Inside Out

This week I had the opportunity to sit in on a presentation by Bruce Temkin of Forrester Research who was presenting some perspectives on Optimizing Customer Experience in a Difficult Economy.

Bruce is a tireless advocate of customer experience and is visibly passionate that companies can and must do more to provide a good experience to earn, customer loyalty.

It was refreshing to hear that some people out there are still beating the drum for good customer experiences and actively promoting this philosophy to corporations.  It would be very easy and typical to point a finger at the big corporation in the big office tower and say “they don’t care about the customer“.  I’ve done it myself and I’m sure at one point or another you have said or at the very least, thought the same thing about a company you have dealt with.  Bruce wants to change all that.  From the inside out.

In a difficult economy where customers must be more critical of their spending choices, it is vitally important that they not have any reason to look elsewhere for services or products that you offer because of some less than stellar customer experience.  The principles behind a good customer experience are as fundamental as kindergarten.  Be Honest, Be Respectful and Be Kind.  Customer experience Obviously is more than just being a good person and I may have oversimplified it just a bit but by listening to Bruce he very clearly articulated some fundamental core principals that companies seem to have forgotten.

Small businesses and Mom & Pop type of operations generally have it right.  Treat the customer right and do whatever it takes to make them happy while not harming your business.  These businesses have not lost sight of the fact that they are there to serve the needs of their customers and they will only survive if the needs are continuously met.  They get to know their customers by talking to them and building a bond with them. They rely on repeat business to ensure they stay in business and they rely on new business to ensure they have an opportunity to grow.  The best way to do that is to satisfy your existing customers above and beyond what they would expect.  They will be so satisfied that they will tell their friends about it.

Feedback from the people who give you business is crucial.  Encourage your customer base to call you out when they think you are doing something wrong.  It gives them a stake in the game and makes them feel more valued that they have an opportunity to contribute.  This does not mean that you need to try and resolve every complaint that a customer has or try to satisfy every single issue, especially if it damages your business plans.  It does provide you with an opportunity to take the pulse of the customer by finding out what the next big issues will be.  Many small complaints of a similar nature are symptoms of an impending big issue.  When you have a complaint about your body you go see a doctor to get it looked at because if you ignore it you could get sick and it has the potential to get serious if you continue to ignore it.  Same principal here.  Listen to the complaints and look at them with a critical eye to see if it is a bump that will go away or a cut that will get infected.  Deal appropriately.

Think about the last time you had an outstanding customer service experience.  Was it a Small business or Major corporation?  Did it seem Honest or Forced?  Did you tell anyone about it?  I am hard pressed to remember a great customer experience outside of the restaurant business.  I may be a bit biased since I spent more than 13 years of my life in the restaurant industry and it will always be in my blood so when customer experience is the topic I use it as a benchmark.  The impact of customer service in a restaurant is immediate.   Staff in a restaurant are incentivized to provide a great experience and they have complete control of that opportunity to impress.  A good server realizes this and can make your night.  You will go back because you were made to feel valued.  Successful restaurant organizations realize this and spend the time and effort to train their people.  Large corporations hire the masses and push them through the training mill to create good little automatons with very little knowledge or understanding of the product or services they are selling beyond what they need to know for basic ‘customer service’.  These automatons rarely think outside the box or prepared script and are not incented to do so.  Turnover is high in these types of organizations and the cycle repeats itself until you have the lowest motivated common denominator working to represent your organization.  The ones who are motivated either work up through the ranks or realize that they are in a bleak and dreary place and move on.  The least motivated will just stick around breeding contempt and dragging the organization down with it.

If you are in this place then WAKE UP.  Your business has a curable disease that must be dealt with.  You can either cut it out by cleaning house or you can provide some medicine through motivation and re-training.  Either action will cause change to help bring you business back on the right path to recovery.

It is not a simple thing to keep your workforce motivated.  It takes a significant amount of effort to make them want to do a good job.  The larger an organization, the harder it becomes to manage as the complexities of personal interaction can very easily spiral out of control.  The term ‘Drinking The Koolaid‘ comes to mind.  It is increasingly difficult to get buy-in from today’s workforce.  There is general apathy towards jobs that require customer interaction and an increased rejection of authoritarian organizational rules that don’t demonstrate any sense of logic.  Today’s workforce is not stupid.  They know how to connect the dots and are eager to provide insight and feedback.  They WANT to do a good job and are WILLING to do so when an organization can walk the talk.   Organizations must engage their workforce and empower them to make every customer interaction a good and positive one.  Even if their issue was not resolved, the customer should leave feeling that they were treated with respect and all possible effort was made to help them.  They will come back again.  Get your workforce to Drink the Koolaid and they will work tirelessly to promote the company and defend it at any opportunity.  Empower them with a sense of pride.

Good team performance comes from the top.  The effectiveness of the management team of an organization can be tested by speaking with a low to mid level employee in a typical job such as a call center or a sales position.  Ask them some basic things:  What are the company objectives this year?  What are the goals of your department?  How does your job contribute to these goals?  Do you know the reporting structure from your boss right up the the CEO? Every employee should have a clear understanding of these goals and objectives and know how they are contributing.  If they can’t answer any of these simple questions then there is a serious problem with the sharing of information.  This needs to be fixed because if these people at the lowest level of an organization don’t understand how they are contributing, how do you expect them to care about their job?

All these points have been very elegantly summed up by Bruce by his definition of Experience-Based Differentiation

  1. Obsess about customer needs, not product features. Rather than racing to bring new product features to market, companies need to refocus on the needs of their customers — who might even want fewer features. While most firms have invested in customer analytics, even the largest data warehouse and most sophisticated software can’t model the nuances of human likes and needs. That’s why firms should augment data crunching with some old-fashioned techniques like talking to customers and observing their experience. This insight needs to be widely communicated across the organization.
  2. Reinforce brands with every interaction, not just communications. Traditional brand messaging is losing its power to influence consumers — that’s why branding efforts need to expand beyond marketing communications to help define how customers should be treated. To master EBD, firms must articulate their brand attributes to both customers and employees, clearly describing how the firm wants to be viewed. That’s just the first step, because companies must go on to translate brand attributes into requirements for how they’ll interact with customers.
  3. Treat customer experience as a competence, not a function. Delivering great customer experiences isn’t something that a small group of people can do on their own — everyone in the company needs to be fully engaged in the effort. It all starts at the top; the CEO and his executive team need to be fully engaged in the effort. To keep a companywide focus on customers, companies need a systematic and continuous approach for incorporating customer insights into all of their efforts. That’s why we recommend building a voice-of-the-customer program. (Note from Bruce: voice-of-the-customer is another hazy concept out there – that’s why we defined a five level model for voice-of-the customer; we’ll definitely touch on that topic in later posts.)

Bruce reminded me that we can all do better. No company is so good that they can’t do a better job of customer service.  It is a never ending process.

Take some time to visit Bruce’s Blog here.  While you’re there, be sure to download his free ebook ‘The 6 Laws of Customer Experience“.

Excuse me while I fill out this comment card.