Posts Tagged ‘customer service’

Call Me Tuesday

January 28, 2012 Leave a comment

Inspired by Mistake No. 2 from The Termite Effect.

My wife recently went into a local bank branch to get our daughter a debit card. After filling out the required paperwork, the young banker said to my wife,

Call me on Tuesday to make sure the paperwork was properly submitted.

Question: Who is responsible for making sure the paperwork was properly submitted? My wife or the banker?

Question: What was the banker really saying?
Answer: “I am indifferent to you as a customer so check back with me to see if I did my job and, maybe if you are lucky, you will get your debit card.”

Lesson: For the sake of your business or your sales career, please, please, please NEVER utter the words “call me” to a customer!

I suggest a different tact?

The banker could have said something like, “I will call you Tuesday after I confirm that everything is ready to go.”

When he called on Tuesday, he simply reports, “You are all set. I will check the system on Thursday to make sure your debit card was issued and mailed”.

When he called on Thursday to report on the debit card’s arrival he could have said, “I will call you on Tuesday to make sure you received your card.”

When he called on Tuesday to confirm the receipt of the card, he could have said, “please don’t hesitate to contact me with any questions or any future banking needs. I will touch base with you periodically to make sure you are satisfied”.

He could follow that conversation up with an email or a card thanking them for their business.

Does this seem like overkill to you? Three phone calls, an email or note card (two minutes of your time) over a stupid debit card? What is the lifetime value of a customer? After answering that question, perhaps you will have a different perspective on taking care of your customers.

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