Two weeks ago, in full Administrative Assistant mode, I made a phone call to an insurance company with one goal in mind; to get a copy of my fiancé’s business liability insurance certificate. He is a landscaping contractor and liability insurance is a necessity for him.
After changing insurance companies because of poor customer service, he immediately started having problems with the new company when he needed a copy of his insurance certificate. Although the payment had cleared the bank, he still had a problem getting his hands on the paperwork. Repeated phone calls and e-mails over a week’s time were never returned.
By this time, he had a job that required a copy of his certificate. Except, as he couldn’t reach a live person, he couldn’t get a copy. After another week, he finally managed to get the rep on the phone and was promised a copy. Except, you guessed it, it never happened. Needless to say, he was a little upset (understatement) and frustrated (understandably).
At this point I offered to help by making a call for him. But, he tried one more time, got voice mail again, and finally gave in and let me help. I’d had enough myself and got the contact name and number.
I already knew that leaving voice messages wasn’t working, so my plan was to find a way around the voice mail. This was going to be tricky, though, since it seemed that the insurance company’s goal was to be unavailable to their customers.
My first call that morning hit the voice-mail wall and I hung up. How was I going to get a person on the phone? Their phone system was automated from the get-go which made it almost impossible to talk to a living, breathing human being. “Almost” is the key word here, though, so when I redialed I pushed the one button I knew would connect me…
“Press ‘1’ if you would like a quote for new insurance.”
Bingo!! Just as I thought, a live person came on right away. I nicely explained the problem and, before I could say thank you, I was transferred to someone right there in the room who could help me.
The story ended well, with no less than seven apologies, and a higher-level contact person (with e-mail address and direct phone line). And, the company followed through with both the needed documents and more apologies to my landscaper.
After going through all that, I couldn’t help but think to myself, “Just how clever do your customers have to be to get what should be the most important thing of all, the service or product for the money that they’ve paid for?”
As a consumer myself, I think only one thing… “Was what I just paid for worth it?”
If spending just one minute on the phone with your customers will not only care for their needs, but ensure that they keep returning, wouldn’t that be worth the minute? In times of economic abundance, perhaps this isn’t as much of a priority for some. But these days…??
Take a look at your processes, policies, and procedures, and then ask yourself…
“How clever do my clients have to be?”
As I was reading the latest blog on our website, I got to thinking about my recent road trip and the thought that crossed my mind as we drove home that last day…
We started out on Highway 99, worrying only about watching the other drivers and paying attention to our own driving to make sure we were safe. It didn’t take but a few hours, though, before we not only had to pay attention to other drivers and ourselves, but also make sure we were paying enough attention to the surroundings because there were now “jumping deer” added to the mix. Jumping deer! Jeez..I’m trying to learn to drive a new vehicle (big truck), I’m used to driving a little bitty car, so jumping animals weren’t welcome at this point. However, my opinion wasn’t asked so I dealt with what I was given.
Not long after that, we added “jumping elk” to the mix. (Jumping elk! ”Really, jumping elk?!? Oh man, kiss the vacation goodbye if that were to happen” was the thought that flashed at the first elk sign. At 65-70 miles an hour, a Chevy Sierra + jumping elk = I’m going to be hurting when it’s all said and done.)
(Needless to say, I was thankful and simply smiled when I saw the “cow crossing” signs. No big threat there, right? At least you can see a cow coming at you.)
At this point, and we’re still only day one into our trip mind you, I’m wondering how I was going to manage:
a) watching ‘the other guy’,
b) paying close attention to my own driving in an unfamiliar vehicle (thank goodness for cruise control),
c) anticipating the moment that a deer was going to jump out at me, and finally
d) anticipating the same for the even larger jumping animal – but, still not worried about the cows
Day seven is here and it’s our last day on the road. We had had a wonderful road trip so far - seen beautiful and awesome sites, and managed not to hit or be hit by a deer, elk or cow. Driving through the Sierras, through storm clouds and rain, surrounded by majestic snow-covered mountains, we came upon a sign that scared the day-lights out of me and made me realize that jumping wildlife was a cake walk.
DO NOT STOP
AVALANCHE AREA
Yeah, sure, o.k. Not a problem – NO stopping here – go faster! I got it!!
When I finally managed to get over my fear (well past the last DO NOT STOP sign as I’m a tad bit claustrophobic and ‘buried in snow’ wasn’t a look I was going for), I realized that all those signs along our journey had been reminding me of the messages that we send out in our blogs.
After all the miles (almost 2,000), we had continually been reminded to watch closely to what was going on around us at all times. We were reminded that life, like business, tends to throw those “little” things at you that you must always watch out for to make it home safely. From slow-moving cows that are easy to see and avoid, to an avalanche getting ready to drop and possibly bury you. You may not always get lucky and get the cow, but you can be prepared to move, and move pretty quickly, should it be the other!
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