Why Does Big Business Forget Service
Comments (7) It seems that as businesses grow, one of the first areas of business to get left behind is ‘service’. If you have noticed my extended absence it is for one simple reason – moving house. What does that have to do with service – don’t get me started.
We recently moved to a new home. The move went surprisingly well. I wouldn’t say we were well prepared but the removalist were good and, whilst we had budgeted for four or five hours – they had the job done in three.
That was a great start to the move. The electricity had been connected, no drama. We even had the telephone connected with little drama. However, when it came to getting our ADSL internet connection working – forget it. Talk about a run around.
Once the telephone connection was up and running, we called the internet service provider (the same company as the telephone) and requested the move. No problems, once the line was tested it would take around 12-24 hours. That was okay – we had planned for that delay.
Day two – still no internet. Rang to find out why and got the push button option merry-go-round. After following prompts and answering questions we finally arrive at the help desk. No problems they said the internet should be up and running by noon the following day.
Day three – you guessed it. Still no internet. Back to the telephone for another dance with computer generated prompts. This time I had to reboot the modem, reboot the computer, reboot them simultaneously, nothing of course worked. So we end up with yet another help desk person who takes us through the exact same routine.
Now it gets tricky. “Your computer is at fault – get a new computer” was the first response. Hello – I have three computers that I have tried, two of them brand new – not only that, everything was working fine until the move.
“Okay, it’s the modem then, it must be failing. Get a new modem.” My response, it is six months old and you supplied it. “Okay – we will escalate this to a major fault – someone will get back to you within two working days”.
A week later and still no joy – we are a total of ten days without the net, the so called ‘two days’ was a joke. I finally managed to talk my way through to someone who actually new their job. Fifteen minutes later and the problems were solved and we were back on line.
What I want to know is – WHY COULDN’T I ACCESS THIS PERSON FROM DAY ONE – sorry to shout – but why the runaround? Why all the drama and why the wait?
For Australia’s major communication company to stuff up a simple house move, and we are only talking a short distance – a long walk at most – is beyond me. More importantly, why I couldn’t access a help desk that new what they were doing is also beyond me. As I said in my heading – big business generally couldn’t care about service. Add to that a limited number of competitors and you can see why service is no longer important.
I can tell you now – I still want SERVICE – I don’t care about the smile – but I still want SERVICE.
