This past week I was approached about a possible joint venture by one of the members of my forum. It was interesting and from what I could see it could be good for my company, but REALLY good for the other company. But, I needed to do some due diligence.
That’s when it got a little crazy. Apparently I needed to talk to Fred Jones (name changed) and the connection was made between Mr. Jones’s assistant and my assistant. Somehow, Mr. Jones’s assistant got hold of my email address (I think it might have been as simple as Carolyn copying me on an email), but nonetheless, the assistant got it. We’ll call her Suzie.
Suzie now feels comfortable to explain how busy Mr. Jones (always with “Mr”) is and what did I want anyway…the type of not-to-subtle brush-off. And what really got to me was that she immediately assumed first name basis with me, but continued to use the more formal “Mr” with her boss.
Last night it was the final straw, when she condescendingly told me that Mr. Jones was just too busy and I would have to work around his schedule, if it was going to work at all….Diane.
The timing couldn’t have been worse for me to get that email. Hey! They contacted ME for this deal. As far as I can see, it helps THEM more than it helps ME. Why am I getting the brush-off?
The innocent answer is that they just have an untrained and rude employee. The not-so-innocent answer is that they want me to quit asking questions they don’t want to get. I’m leaning toward the untrained & rude employee because she doesn’t seem smart enough to be subtle.
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I posted this on another forum that I participate in and just left it there. One of the comments I received had a different viewpoint. He said either Suzie is new on the job (in which case she has a bad manager) or she has been told to be this way with everyone. In that case, there is likely a systematic problem in the company.
There are lessons all over this encounter for me:
(1) Reaffirming how much damage a not good employee can cause. I’ve made the mistake in the past of hanging on to people that I shouldn’t have. I could have lost a lot of good deals because of that. Never again!
(2) I’ve gotten involved with people that I shouldn’t have in the past and then gone back and looked for the warning signs. I’ve got a warning sign here and I was just about to dismiss it. I think I’ll give them another chance, through another channel, but I’ll be doubly diligent. Do they do what they say they will? Will everyone who tries to contact them get the same bad impression? I need to think carefully about how I proceed.
(3) Actually my 3rd ah-ha is a variation of my 1st. How many people will judge my company by their first impression? My first line people have to be the best. And, unfortunately, most people make their front line people their lowest paid. (Don’t get me started on telephone answering services…)
June 27th, 2008 at 10:03 am
It’s interesting that is happening…here is a potential customer that is interested enough to call the main office and have a conversation with the head guy and MR. JONES isn’t accessible, DIANE. I hate the inference of superiority…it’s one or the other, formal or casual. To mix it in the favor of the customer, “Ms. Kennedy, Fred’s schedule is very busy” is professional, the other way is condescending.
My biggest mistakes with employees have also been with keeping people because you feel a responsibility to them. As people who take our commitments very seriously it’s hard to accept that there are employees that just don’t cut it.
Absolutely, the first contact person is critical. First impressions are important. But ongoing contact with the first person to answer the phone is just as important…I always tell our new employees that I can “hear” the smile come onto their faces when they know it is me on the phone and that is what I want them to sound like every time they answer the phone! Even if they have to put a phony smile on their face, the tone of the voice changes when the muscles are in a smile!
And putting forth the impression that you know who the customer is (assuming they aren’t a new contact, but really are a customer) when talking to them is amazing. When we were first in business I did it all, answering the phone, billing, etc. and we were very small. I answered the phone one day and the man said this is “so and so” and I immediately said, “Hi, so and so, you’re in Oklahoma City, right?” He freaked out! “How did you do that? You didn’t have time to pull me up on a computer!” All I would have had to say if I didn’t remember where he was from was “Hi, so and so, it’s nice to hear from you again” or something that let him know I knew who he was.
My insurance agents (two different companies) have trained their employees to do this…although I rarely ever have phone contact with them they always act as if they know me well. It makes an impression.
And then there are people I do have fairly regular contact with that never act like they remember me. Drives me crazy!
June 27th, 2008 at 2:27 pm
“Will everyone who tries to contact them get the same bad impression? I need to think carefully about how I proceed.”
Diane, your intuition is on target here. Regardless of whether or not this is a new employee, this is the way “this” employee behaves. It would be good to know if Suzie’s behavior is mandated or just comes naturally. You may never know, but if you were to align yourself with this joint venture partner, Suzie’s behavior may be experienced as part of the joint venture relationship by the contacts that are made through the joint venture. In other words, through association, Suzie could be viewed as being on “your team”, too.
This is one of my top soap box themes! I absolutely cannot condone bad or rude behavior as acceptable by any front line or service personnel when it comes to dealing with the public. And I blame the person who hired them or supervises them for allowing unacceptable behavior to continue. As long as Suzie continues to hold her job, she is being rewarded for her behavior, which sends a signal for her to continue the behavior.
Of course, we could assume that the supervisor is ignorant of the sabotage Suzie’s behavior is perpetrating on the business, in which case, Mr. Jones needs to know right away!
June 27th, 2008 at 2:35 pm
And Mary100 is so right! You don’t have to be a genius and remember everything about a customer to make them feel special and appreciated and important. A smile in the voice, an appreciative comment goes a long way with customers today.
Most people are so used to being treated as just another annoyance by customer service reps that a positive experience on the phone really stands out as a bonus in a person’s mind. It’s priceless PR!
June 27th, 2008 at 3:08 pm
For me customer service is a passion, a passion not a whole lot of people share.
When I have reflected on this in the past, my (best guess) conclusion has been that it has a whole lot to do with how one was raised.
Everyone has encountered extraordinary service in the most unlikely places. This leads me to think that it’s not about money.
Yes, people can certainly be trained to act, or not act, in a certain way.
However, when the boss isn’t watching, they probably tend to act in accord with their own personality, nature, and values. Sometimes the results are good, sometimes not.
Anyone who has worked in an underpaid position, but delievered truly outstanding customer service, didn’t do it for money. It was a matter of one’s engrained values.
June 27th, 2008 at 4:13 pm
I feel like I learn something every single day from the comments here and on the TaxLoopholes forum. Thank you.
I agree Beta J. I’ve had people that were absolutely shocked to discover that taking office supplies home might be considered stealing.
And one of my absolutely pet peeves is standing in line at a counter to check out and have the cashier talking away on a cell phone. The cashier will gesture for me to put the items down and I just refuse until the call is finished. I just say, “Oh, I’ll wait.” Meanwhile the line behind me backs up, but I won’t budge. Cashier is never too happy with me, but I HATE this type of second hand service.
June 27th, 2008 at 4:15 pm
Oh, and update, Mr. Jones has a partner, Mr. Smith. Mr. Jones was actually out of the office. I sent an email to Suzie stating “Okay, you win! It was easier to get through the Secret Service at the White House last week when I was there for a roundtable discussion.” I then went on to state that I’d go back to my contact to see if there was an easier way.
Boy, oh boy, Suzie was on the phone to my asst Carolyn within the hour. Carolyn said she was near tears. Apparently Mr. Smith somehow got wind of what happened and Mr. Smith was available to talk to me right away. He also apologized for what happened. Suzie did too.
June 27th, 2008 at 4:56 pm
Do you think going back to your contact made the change in attitude or the comment about The White House? If it was because of The White House comment I’d be wondering if anyone else would have gotten the quick “sorry, etc.” and I’d still be suspect of their customer service attitude in general. If they only treat “important” contacts well it doesn’t sit well with me.
June 27th, 2008 at 5:56 pm
Hey, the good news is, we all got to deliver our customer service policy statements.
*Grin*
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“It’s always good.”
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August 1st, 2008 at 8:34 am
I’m disappointed.
Had an appointment with a consultant for a tel call (a number of them- this was the first).
Yesterday I sent an email to confirm today’s call. I didn’t hear back.
Today I sat by the phone. No call from the consultant. I was never given a number to call him.
The appointment was scheduled by staff.
Is it an oversight?
Is it a sign of things to come?
Hmmmm……
August 1st, 2008 at 9:01 am
And now the question is - is this an anomaly or is this business as usual?
I think I’d just wait to see what they do. If they never contact you, write it off and move on. Hopefully, though, someone will see the email or look at a schedule and call you with an “We’re so sorry!”
In my case above, the employee called to apologize plus sent a letter apologizing. She sounded really young and I think she just didn’t know any better. I took it as a lesson on don’t assume anything with employees anymore. What I take as just common sense and good manners seems to be missing in some people these days.
August 1st, 2008 at 11:38 am
All’s well in my world now.
Your story was so fresh in my mind!!
My guess is it was a transcription error. He was dialing a wrong phone number.
He pursued contact. Once on the phone together, he was entirely gracious and appropriate, and offered an appointment today or at my convenience.
I was well-satisfied that this was an aberrant incident. However, having dealt with some folks who don’t always take appointments seriously (like subcontractors), I was prepared for anything.