Lousy Follow Up
Does anybody follow up anymore? I had two experiences in the last couple of weeks that really makes me wonder.
First, I called Metropolitan Life. I wanted to see a current illustration on three policies that I’ve had since 1992. My current agent from Northwestern Mutual (he’s been my agent for 10 years, since Met Life stopped calling me around 1995), feels there’s a possibility that those 3 policies can be rolled over into something that will yield a better return along with a better death benefit; but first he wanted to see the illustrations.
A young woman at Met Life assured me she would get those right out to me. Two weeks later, no illustrations. This is not brain surgery. All this information is on her computer. All she had to do was print it out and mail it. But, of course, this lack of follow up is why I took my business elsewhere ten years ago.
I ended up having to call back, and speak to a manager who finally faxed me what I wanted (well, it wasn’t exactly what I wanted, but it was close enough. I guess my standards and expectations are too high).
The next problem was with Marriott; which surprised me since they usually do such a good job, but not this time. It seems last November my wife and I bought a second timeshare week in the Marriott resort on Singer Island, Fla. As part of the incentive to get us to buy, we were promised 100,000 Marriott points as a gift, 15,000 points for taking the tour; 40,000 for a “Self-referral” gift (since we already owned one week, this bonus was for buying the 2nd week); and 2,500 for giving the salesperson some other names.
Five months passed and we received the 100,000 point and 15,000 point bonuses but not the other two. I called my salesperson and he said he would look into it and get back to me. I bet you can guess what happened next; actually what DIDN’T happen next: you’re right; he never got back to me.
I called him back and received the usual litany of excuses (right down to the old “I was sick with the flu”). Of course he was shocked, SHOCKED, that it hadn’t been handled. I had to call Marriott customer service and get someone else to do it (another waste of my time). Supposedly, it’s now taken care of, but I’ll believe it when I see the points in my account.
I’m not asking for anything difficult here. I just want what is promised to me. When will salespeople and companies start to understand they should never promise something they can’t deliver; it not only gives you a much greater chance of losing the customer, but also gives the customer a chance to tell others about their bad experience: just like I’m doing now.
Lack of follow up is infuriating!!!! I need to vent:
Last sunday I asked Barnes and Noble if they had a certain business book, guy says no but don't worry he'll order it, will be here in 2-4 days. I'm thinking well i could just get it from amazon probably 4-5 days, but I figure for once in my life I will go this route and trust a physical store and a human being.
FAST FORWARD to Friday, I FINALLY decided to call THEM and same guy says, "oh i think it's in the back with the orders you'll get a notification via email when we get it behind the service desk," okay FINE. Never got an email that day or all day Saturday.
Sunday (7 days later, Mother's day) I was close by so I walk into the store and go to the cashier, ask for the book, she looks it up. She looks behind her at other books apparently in the "orders section," nothing.
I said, "Where is it?" She said well it should've been here May 10th (oh really well it's May 13th!!!!!). Then she goes, "it is still at the shipping center and it should come in Monday morning and we will call you," it's 3pm and I still haven't heard anything!!!!!
I WILL NEVER ORDER A BOOK FROM A RETAIL BOOKSTORE AGAIN.
Hi Warren
I wasn't surprised to see your comments about "lousy sevice" as this has been bugging me for years now and I do wish that large Companies could copy small ones for service levels but there seems to be an inbalance between workers and managers nowadays specially in the UK where I live and in our so called National Health service.
Far too many people want large salaries and to delegate responsibility either up or down. This has resulted very often in unskilled workers at the sharpe end very often from overseas as the highly paid and educated locals feel those jobs such as call centres are beneath them and far too stressful to cope with.
We do need to go back to old fashioned Customer Service where good manners and understanding is the key, where promises are kept and highly paid "new age " managers do the job they are paid to do: not pass the buck.
There is no reason that good service should suffer as good manners are often the key. Simple words such as Please and Thankyou.
The other trouble with Service has been the increase in Compensation claims and this has made management even more cautious and scared to admit bad service: so they give NO service.
AHHH Please return some Common Sense as we all know that Good service brings in Good sales.
John,
That's why I buy almost all my books from Amazon.com: I never have to deal with a person. Now you know why people buy price and buy online. And the funny thing is: doing it the right way is not that hard, but someone actually has to give a damn and that's where the problems arise.
Paul;
Great hearing from you; your comments are always well thought out and to the point. When you write about the lousy service from your National Health Service it sends chills down my spine because we have politicians here in the U.S. who actually want to do the same thing here. I wonder what their motto will be: "National Health Care: It might suck, but everyone will get it."
Great point about managers delegating service. Far too many large companies use their customer service departments as buffers between themselves and the customer. Management's goal is to never have to dirty their hands by speaking to a customer.
Next time you have a problem with a large company ask if you could have the name and address of the President of the company: you'll get totally stonewalled. Funny thing is, I'll bet the reason that info is unavailable is not because the president wouldn't want to speak to a customer, but more likely the people delivering the crap service don't want the president to know what a lousy job they're doing.
The opportunity in following up properly is tremendous.
I routinely conduct tests by responding to interesting advertising and NEVER get even a courtesy call after I have received the information.
Recently, I responded to a Harley-Davidson ad and received a beautiful catalog of their products within a few weeks. This package must cost them at least $5.00 to put together and mail. I wonder how many $5.00 bills they are willing to throw away?
Would it be too much trouble for my local HD dealership to make a phone call? Apparently it is.
Life happens and my Harley riding, freedom dreams get interrupted. If a competent company would follow-up, the bike would be sitting in my garage instead of in the dealer's showroom.
If anyone from HD would like to fix this, contact me for a solution.
Sean,
Unfortunately, your experience seems to be the norm, not the exception, which is why, to me at least, "Showing up" (whether it be in person or on the phone) is still the most important thing a salesperson can do: mostly because the competition is not.