Right along with those customer and service relationships, I've watched another part of our brand encountering the same thing. She asked one of the other people that's supposed to help her, "When will you get to this?" He replied, "I'm working through my messages. I'm on the ones that I received at 2 AM."
The agent handling it became pretty upset. "What's the matter with them?" she asked me. "Where's his sense of urgency?"
I commiserated with her, knowing she was venting, sympathetic, as we both know it's more than that. He has no sense of urgency about it because it isn't his problem. She is his customer, yes, but he knows she can't take her business elsewhere or refuse to pay the bill. All she can do is escalate to the execs, who will then send it down the hill to the managers. Meetings will be held! Accountings will be demanded! Processes will be reviewed!
And promises will be made. Things will be better for a while. Three to six months is the usual span. Then someone else will have an issue with the other's sense of urgency. The issue will be escalated to the execs in another brand or division. The execs will send it down to their managers. Meetings will be held! Accountings will be demanded! Processes will be reviewed!
And promises will be made.
Causes Michael Seidel Supports
Kiva, Women's International League for Peace and Freedom, Propublica.org, Doctors Without Borders, GreaterGood.com