Customer satisfaction has become passe. The new normal seems to be customer dissatisfaction. This makes me wonder if the CEO’s and senior managers really understand how their processes impact their customers.
I recently called one of the premier tourist parks in Orlando at 9:00 PM during a week night to get some information about rates for 5 adults and 2 children to stay in one of their hotels at the park for a week.
After waiting for on hold for 42 minutes, I was greeted by an agent who seemed to be in a trance about giving me information. After explaining what kind of a package I needed, the agent quoted me a price of $17,460 that included a 2 bedroom suite and passes for everyone to the park and dinner every night. Yes, $17,460.00.
I further investigated the park’s web site and found that the price the agent gave me was not correct. So, it seems that this “premier” park has a multiplicity of prices and quotes depending on to whom you speak or what you can research on-line.
This type of situation happens frequently at most companies. I think that a strong contributory reason is that top executives seldom check what their employees are doing. They seem to rely on the mangers who are in charge ensure quality.
If you are a senior manager or C-suite executive ask yourself:
- When was the last time (if ever) that you called your main switchboard and asked to be connected to someone? You probably received a voice menu. Did you try it?
- When was the last time (if ever) that you called the sales department to get information about your products/services?
- If you are an airline executive or CEO when is the last time you went on-line, purchased a ticket on your airline, waited in line at the gate, and actually flew coach/economy?
- If your company has an on-line order functionality, when is the last time you sat at home and ordered something from your web-site?
In short when is the last time you actually checked on what you think is being experienced by your staff, your employees, and especially, with your customers?
Give it a try. You might discover why people do or don’t want to do business with your company.
Harrison Greene is the founder of Unique Selling Systems. He helps sales organization prepare their sales representatives today for the Future of Sales tomorrow. He can be reached at 508-400-6193 or at Harrison@HarrisonGreene.com