“Thank you for calling the Customer Support line. We are experiencing unusually high call volumes. Please stay on the line and a service representative will assist you soon.” (bad hold music)
(Five minutes pass) “Your call is very important to us. Please stay on the line…..”
No. You’re not - experiencing
unusual call volumes. No, I’m not –
important to you. You just suck at your
job.
Well, somebody in the firm sucks. Usually more than a few. Of
course, the most likely underperformer is the VP of the Call Center. But maybe not.
Like diagnosing human dysfunction, the pain doesn’t always point to the
problem. Maybe they were pressured to
cut costs – which shifts the blame to the senior executive. Maybe you can’t find staff – in which case
your HR is broken in recruiting, training, compensation, etc.. Product Development, Packaging, Marketing,
Channel…
The problem is, “people”.
People are behind those department names. With “managers”.
The fact is that you’re not very good. And you’re telling people about it. Why should anyone buy from you?
Stop the Stupid.
