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Dead Connection

4 April, 2011 by James Lawther 1 Comment

A lady in America lost her father to cancer.

His old telephone supplier are chasing her for the £300 he owes them (since he died), despite the fact that she has no legal obligation to pay.

She is, understandably,  a tad upset.

Innovative things that they could have done instead:

  • Apologised profusely and cancelled the bill
  • Sent the lady some flowers with their condolences
  • Offered to let all the other utilities know
  • Lent her a free phone for a month so she could make all the funeral arrangements

Of course all these things cost money, but given the choice between a seriously pissed off woman and a tragically bereaved lady telling her friends about your compassionate service, why wouldn’t you invest?

The only excusable way to lose a customer is because they die. That is the ultimate customer relationship. Why spoil it then?

Image by Ballistik Coffee Boy

Filed Under: Blog, Process Improvement Tagged With: cost of poor quality, customer focus, information technology, innovation, service design, service improvement

About the Author

James Lawther
James Lawther

James Lawther is a middle-aged, middle manager.

To reach this highly elevated position he has worked in numerous industries, from supermarket retailing to tax collecting.  He has had several operational roles, including running the night shift in a frozen pea packing factory and carrying out operational research for a credit card company.

As you can see from his C.V. he has either a wealth of experience or is incapable of holding down a job.  If the latter is true this post isn’t worth a minute of your attention.

Unfortunately, the only way to find out is to read it and decide for yourself.

www.squawkpoint.com/

Comments

  1. James Lawther says

    25 April, 2011 at 6:56 am

    Glad you liked it

    Reply

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