BPM and Successful Customer Outcomes

From Seth Godin this morning…

The simplest customer service frustration question of all –

“Why isn’t this as important to you as it is to me?”


My Story

Some background – I live in Texas where we have 3 temperatures: ‘hot’, ‘very hot’ and ‘you have to be kidding me’.

Our house has an air conditioner that is still on warranty.  They provide the parts for free but we pay for the service call.
The air conditioner failed last Thursday.  My expectation is that they would come out Friday with the parts and fix it resulting in a cooled house.

My actual experience – it is now Wednesday and the air conditioner still isn’t working.  We have called them and they say that the part comes from Tennessee and that they have no control over when it gets here.  They don’t even seem to be tracking it.


A Couple of Thoughts from the Customer [me]

I don’t care why the part isn’t here, I only care that my air conditioner is not fixed. I don’t understand why they didn’t have the parts on hand.  If they don’t want to have the parts on hand [for financial reasons], why haven’t they figured out how to get the parts here the next day?

I am not sure they realize that we will be giving them a very bad reference.  I should think that they would care. If they really believe in successful customer outcomes, they need to review their process for warranty services.


Your Thoughts…

That is just my opinion and I could be wrong except that I am the customer.


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By Scott Cleveland @ Cleveland Consulting | October 8, 2012

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