As much as I don't want this posting to turn into a rant, I might not be able to help it. I have had a really rough and interesting week in the customer service world - shocking, appalling and extremely eye-opening! I want to share a couple of things that I experienced this week. I also want to pose the question, "Customer Service and Customer Loyalty - Why is it dying?"
It seems that the lifetime value of a customer is perceived to be zero. Why do companies spend millions of dollars attracting new customers when it is easier and much more cost-effective to retain the ones they have? I am not saying that a company shouldn't grow their business, but why do companies offer little-to-no incentive to continue to do business with them? Has the continuing evolution of technology completely replaced almost ANY kind of face-to-face or voice-to-voice communication? These are just some general questions I have which will probably prompt a little interaction on this post. In the following lines of text, I will NOT be protecting the identity of the guilty parties. *Sigh*
United Heritage Credit Union (formerly Bergstrom Federal Credit Union)
Member since: 1981
Issue: There was an unauthorized transaction on my account which resulted in a negative balance. Consequently, I also had some transactions that upon posting, generated quite a few NSF fees. In addition to their don't-care attitude, no one has made an apology or the slightest effort to investigate the issue. I have been a customer for quite some time. Apparently, 3 decades of customer loyalty means absolutely nothing. I have since changed financial institutions and never intend to go back.
State Farm Insurance (I'll exclude the specific agent)
Customer since: 1996 (my parents have been customers since 1981).
Insurance Policies: Home, multiple autos, multiple boats, personal articles
Issue: Of course, after having to abruptly change banks, I cancelled my auto-draft payment. I was told by their representative the best thing to do is let my policy expire and then reinstate it. I was told I owed no balance and could reinstate my auto policy for roughly $50-$60. Today, I receive a phone call stating I owe 3 months worth of premiums (it was autodrafted monthly the entire time)? What the heck? Again, I was encountered by a don't-care, apathetic attitude. My other browser window is currently obtaining insurance quotes.
Sprint PCS
Customer since: 1999
Issue: Out of the 3 lines on this plan, I wanted to make an adjustment to 1 phone number. I called customer service and was told I needed to take the issue to the Sprint store. The Sprint store tells me I need to call customer service. I really don't have time for this...
Time to switch from multiple companies after several years of business... After more than a decade in retail and now in real-estate, it seems I was definitely taught a different philosophy in the realm of customer service. It does make me think, though. Do I appreciate my clients? What lengths am I willing to go to keep their business? I thank these three companies for giving me some insight as to what NOT to do!
Photo Credit: Condiment note - http://www.tuvox.com/blog/conserve-those-customers/
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