Reforming the support process
As one of Canada’s better recognized brands goes away, there’s an interesting story available at the Globe and Mail, pointing to what may have happened. The phrase “We believed we knew better what customers needed long term than they did” explains much. Call it hubris. call it the “parent complex” That old saw about the customer always’ being right was ignored, and the price will be high. I wonder if a few other firms are listening?
I deal with customer support, frequently. The spectrum is large, but I like it when a company reforms. Today, I requested a vanilla RMS for a dead switch, and had my answer back within minutes. For the last few years, this firm has tended towards weeks on their answers; I initially wondered if they were responding to an older request. No matter. As soon as I find an appropriate box (size wise), the switch will be in the mail. Could it be they’ve heard we’re looking for a new supplier?
We’re cleaning out our storage area. The job is overdue. But (you knew that was coming), when I have to go through the garbage pile to find our supply of software, someone forgot to read the labels. Could have been costly, if the process wasn’t second-guessed. Tomorrow, I’ll have another peek at the pile; treasures are where you find them, or where others hide them.
The local news wasn’t, this evening. A glitch in the switching booth and we were given a rare glimpse of life in the Metropolis. The other one, down the highway.
