Customer Service - Take Responsibility

"As far as we are concerned the payment has been sent. Contact the merchant."
"We have not received payment so please contact your bank."
Meanwhile I am out $261 and can't drive.

"It is not our operating system. Please contact the application vendor."
"Our application is fine as we can't recreate the problem here. Please contact Microsoft."
Meanwhile I can't use my application.

"We have checked our cables and all is fine. We can view the picture."
"The cabling on our end is OK. Please contact the service provider."
Meanwhile I have no programming.

"Our compiler is working properly. There is an error in your code."
"I have compiled it under another and the code is fine. Check with the manufacturer."
Meanwhile the application is down.

Has this ever happened to you? Surely it has. That line of demarcation which different vendors do not ever want to cross. It is like the Korean DMZ - a no man's land where negotiation and discussion cannot occur for fear of being sucked into responsibility and, ultimately, cost.

Does it not feel great when an employee at one of these firms finally responds, understands the impact of inaction and takes ownership? Be that person. For one thing it will break the monotony of your process driven day and, for another, you'll make someone's day. Simple.

Let me know what you think about what you have just read. Please and thanks!

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