Customer Service is a funny game. One would think the US - the biggest economy in the world would have nailed it but it is an ongoing source of angst. It's simple really. Listen, acknowledge and respond smartly.
I think if an outsourced solution is used, the heart and soul of the company is lost and replaced with a script. The customer service team is not empowered to make judgement calls and so very little is achieved. The company hopes customers accept the script and accept that 1% will actually ask to speak to a Manager. Makes me ponder how we scale. (Note to self...Need to up R&D on cloning Kelli & Karen. How hard can it be?)
And why the customer service ramble this morning? Portland has but two pubs that offer live coverage of rugby. There is the faux Irish chain Kells and the wee , new competitor - a travellers pub called North 45.
Yesterday, me and my mates went for the latter to watch the Rugby Workd Cup GF (England vs South Africa) as it is smaller, has a better atmosphere and closer to home. And lucky we did too. Because at Kell's, thanks to failed Customer Sevice they not failed to show the Rugby World Cup Grand Final, they were also close to host an impromptu live WWF involving their Doormen vs 500 rugby fans (picture sizeable South Africans and Englishman fuelled by Guinness and faded memories of past on-field glories: not pretty). Direct TV's feed failed to work at Kell's. They had charged a $20 cover charge. The genius who runs the joint decided the best response was three fold:
- keep everyone's cash
- keep taking cash at the door for the queue of people waiting to get in (to watch nada)
- run to the back office and lock the door
In the end North 45 was packed to the rafters and did a great afternoon's trade. Kells? Not so much.
We have had a great week in the media with pieces in USA Today (news by pictures but #1 in circulation), the Wall Street Journal (not fully featured but the mention sounded like we were part of the diaper establishment) and the bestest - MSNBC.com that championed Cradle to Cradle product design. If the link dies, here it is:
You know you haven't blogged in a while when Typepad asks for your login details!
Oh boy it's been busy here. We are proving Moore's Law...the speed of the biz is doubling daily I think. I had to schedule a meeting with my own wife. And she had a conflict. So I conferenced call myself and we covered a lot of important stuff!
A lot of the busy-ness is around the Expo/ Trade Fair season we are in the middle of. And herewith pics of our terrific gTeam and gMums who volunteer to attend expo's on behalf of gDiapers.
A huge day of upsets at the Rugby World Cup. Australia downed by the Poms and Les Bleus (the Frogs) knock over the Kiwis. My favourite French player is Sebastian Chebal. Some call him the Cavemen. I wouldn't to his face.
Check out this hit against New Zealand. As an Australian I could spend my days watching this over and over and over and over again...Allez Les Bleus.