Seems I developed a problem with one of my home phone lines this week - when I call out it tells me I can’t make the call without putting in a quarter (my home phone line was crossed with a phone booth line); somehow this reminded me of Seth Godin’s post about Compromise.
People want to have things their way - Seth talks about the breakfast he makes for himself or buys on the road - it’s always the same - and he likes it made a certain way - you can compromise on ingredients and utensils and get, more or less, the same results - but the quality goes down. At what point do you lose the customer?
With my phone, Verizon somehow messed up the line and I can’t get calls or phone out (it thinks it’s a phone booth); I called Verizon up and they agreed it’s their problem and I should not have to pay for it or be home as the problem is outside my house.
Meanwhile, I get an automated call this evening telling me I must be home (instead of a live person calling me) with no option to ask questions or interact except to punch in yes..or no (I will be available all day Saturday or not). I decided at that moment that I was ready to cancel the line (I have other phone lines plus cell phones). What made me do it? Verizon is trying to get by with less - they think they can charge people loads of money and then cut costs by programming automated call centers to handle customers…..but where do you draw the line? At what point does the customer feel neglected…..at this point.
Somethings don’t make sense to automate - even if they can be automated.
Just because Verizon can automate phone repair services does not mean they should do it….there’s no way a automated call center can respond to all the problems people have. Again, where do you draw the line? Cutting costs can also mean losing customers, or breakfast.
