The trending forecast is DIY- a do-it-yourself phenomenon is sweeping the nation.
But let me ask you how much do you enjoy calling a service provider, being put on hold or directed to type in your account code…or the password you forgot (now you’re re-directed to retrieve or change your password)? DIY service is a big flop!
My guess is you’re not too fond of DIY service.
Consumers want to do more on their own. Why are they doing this? I believe it is cost versus price. As price to consumers comes down there must be a cost associated with this. Which means the live customer care portion of our service or product must suffer. Companies are foregoing convenient service for convenient price options. Every industry is a give and take entity.
I know each of you can identify with this phenomenon.
Call some of the large providers for service you are paying for and you will get the run-around to their website for answers, maybe an auto-attendant, and last case scenario, after you get tired of pushing multiple options a real live person!! I know you would appreciate customer service that involves a real person.
Here’s how I avoid this from happening within my company.
First, I know what it’s like to get the automated service and I despise it so I’ve been in your shoes.
Second, I have relationships with my clients in a way that I understand their business and needs.
Lastly, I make it my business to cut unnecessary costs from their bills (services they don’t use but from larger providers must pay as a package deal). This enables me to provide my clients with a real live person to help them navigate, assist, and troubleshoot.
I am glad to be part of an organization that prides itself on customer care. I really like that.
Lennie Green, President NW MAP
