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Digg it UP - Lack of Integration = Customer Frustration
Many trucking companies and industrial courier service providers do not enforce safe shipping practices, let alone train drivers to follow proper safety procedures. Lost or dropped shipments are some of the main problems in this trucking industry which are only compounded by damages incurred that can increase your costs as you wait for a replacement item to appear. If you are in the market for a new courier service company, the followin
PS: This telephone company is about to get a major new competitor. Watch out!
Action Steps
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If you are thinking about setting up a business, it pays to be thorough in your preparations. Before you invest as little as a single dollar, it would be advisable to compile a business plan to verify the feasibility and sustainability of the business you have in mind.In other words, the very first step to take when setting up a business is building a comprehensive business plan. Inside this plan, you will need to specify the pr
The telephone company referred me to the ISDN Department for high-speed access. The ISDN Department referred me to an outside vendor who faxed me an application form from the telephone company!
I filled out the forms and faxed them back to the vendor. He faxed them back to the ISDN Department, who then called me to arrange an appointment. But the appointment is only to ‘lay the line’. A second appointment is needed after that to ‘commission the line’. In between these two appointments, the vendor must come once again to install special ‘terminator’ equipment. Phew!
As I was ordering high-speed access for video-conferencing, I considered using the same line for high-speed access to the Internet. The vendor faxed me another form from a different department of the telephone company (the Internet Access Department), which I filled out and returned to the vendor. The vendor faxed the form to the Internet Access Department.
The Internet Access Department called me to clarify my decision. Was I aware of the extra charges? Did I know the line was not toll-free like my current analog line? Had the vendor explained that I needed yet another piece of special equipment. Phew!
I asked whether it was better to use ISDN for high-speed Internet access, or should I use ADSL or cable. The person from the Internet Access Department said I had to speak to the people in the ISDN Department for a comparison, but the lady at the ISDN Department didn’t know anything about ADSL. In fact, she said, the ADSL Department was ‘a different company’. When I reached the ADSL Department (which is very much part of the same telephone company), I became quite overwhelmed trying to compare installation charges, monthly charges, toll vs. toll-free charges, monthly plans with hourly rates, and per minute charges above the monthly plans.
‘And do you realize,’ she asked, ‘that you can use ISDN for videoconferencing and Internet access, but cannot use ADSL for Internet and video-conferencing without installation of another special server?’ Phew!
No one at the telephone company could help me compare. The most helpful person was the outside vendor.
Finally, I gave up.
Key Learning Point
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This telephone company desperately needs one point of contact to educate and serve customers in a user-friendly way. This single point of contact should be connected and empowered (internally and externally) to make all necessary arrangements for sales, installation, commissioning, selection of new equipment, scheduling of appointments, questions about billing…even customer training after installation, if required.
The critical issue is not cost. People are willing to pay for value-added services. The critical issue is convenience for the customer.
PS: This telephone company is about to get a major new competitor. Watch out!
Action Steps
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Are you business owner? If you are, what type of business do you run? If run a business that relies on your clients to succeed, you may want to consider rewarding your clients or at least thanking them for their assistance. While in some instances, like in the retail industry, this may be easier done with a discount or free coupons, there are other instances were a better thank you gift should be given. If you run a financial institu
As I was ordering high-speed access for video-conferencing, I considered using the same line for high-speed access to the Internet. The vendor faxed me another form from a different department of the telephone company (the Internet Access Department), which I filled out and returned to the vendor. The vendor faxed the form to the Internet Access Department.
The Internet Access Department called me to clarify my decision. Was I aware of the extra charges? Did I know the line was not toll-free like my current analog line? Had the vendor explained that I needed yet another piece of special equipment. Phew!
I asked whether it was better to use ISDN for high-speed Internet access, or should I use ADSL or cable. The person from the Internet Access Department said I had to speak to the people in the ISDN Department for a comparison, but the lady at the ISDN Department didn’t know anything about ADSL. In fact, she said, the ADSL Department was ‘a different company’. When I reached the ADSL Department (which is very much part of the same telephone company), I became quite overwhelmed trying to compare installation charges, monthly charges, toll vs. toll-free charges, monthly plans with hourly rates, and per minute charges above the monthly plans.
‘And do you realize,’ she asked, ‘that you can use ISDN for videoconferencing and Internet access, but cannot use ADSL for Internet and video-conferencing without installation of another special server?’ Phew!
No one at the telephone company could help me compare. The most helpful person was the outside vendor.
Finally, I gave up.
Key Learning Point
--------------------------------------------------------------------------------
This telephone company desperately needs one point of contact to educate and serve customers in a user-friendly way. This single point of contact should be connected and empowered (internally and externally) to make all necessary arrangements for sales, installation, commissioning, selection of new equipment, scheduling of appointments, questions about billing…even customer training after installation, if required.
The critical issue is not cost. People are willing to pay for value-added services. The critical issue is convenience for the customer.
PS: This telephone company is about to get a major new competitor. Watch out!
Action Steps
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Recently a new client came to me in total frustration. She had been working with another coach who had insisted she focus on offering, and aggressively marketing, only one service. Now she was out of energy, out of money, and couldn't understand why she was failing. A great salesperson in her previous work, she was struggling to sell enough of this one service to support herself.This talented and skilled professional was on a sli
I asked whether it was better to use ISDN for high-speed Internet access, or should I use ADSL or cable. The person from the Internet Access Department said I had to speak to the people in the ISDN Department for a comparison, but the lady at the ISDN Department didn’t know anything about ADSL. In fact, she said, the ADSL Department was ‘a different company’. When I reached the ADSL Department (which is very much part of the same telephone company), I became quite overwhelmed trying to compare installation charges, monthly charges, toll vs. toll-free charges, monthly plans with hourly rates, and per minute charges above the monthly plans.
‘And do you realize,’ she asked, ‘that you can use ISDN for videoconferencing and Internet access, but cannot use ADSL for Internet and video-conferencing without installation of another special server?’ Phew!
No one at the telephone company could help me compare. The most helpful person was the outside vendor.
Finally, I gave up.
Key Learning Point
--------------------------------------------------------------------------------
This telephone company desperately needs one point of contact to educate and serve customers in a user-friendly way. This single point of contact should be connected and empowered (internally and externally) to make all necessary arrangements for sales, installation, commissioning, selection of new equipment, scheduling of appointments, questions about billing…even customer training after installation, if required.
The critical issue is not cost. People are willing to pay for value-added services. The critical issue is convenience for the customer.
PS: This telephone company is about to get a major new competitor. Watch out!
Action Steps
--
What most people don't know is that exporting products is actually quite simple. And while you might already know the basics of selling your product in the USA, why not expand your horizons by exporting to Mexico? When you widen your customer base, you allow your profits to be larger and longer term. Remember, Mexico is the #1 trade partner with the US and the #1 importer of US products.It's interesting to note that not many p
‘And do you realize,’ she asked, ‘that you can use ISDN for videoconferencing and Internet access, but cannot use ADSL for Internet and video-conferencing without installation of another special server?’ Phew!
No one at the telephone company could help me compare. The most helpful person was the outside vendor.
Finally, I gave up.
Key Learning Point
--------------------------------------------------------------------------------
This telephone company desperately needs one point of contact to educate and serve customers in a user-friendly way. This single point of contact should be connected and empowered (internally and externally) to make all necessary arrangements for sales, installation, commissioning, selection of new equipment, scheduling of appointments, questions about billing…even customer training after installation, if required.
The critical issue is not cost. People are willing to pay for value-added services. The critical issue is convenience for the customer.
PS: This telephone company is about to get a major new competitor. Watch out!
Action Steps
--
Whether you currently deal with a freelancer website, or are just looking for the best place to find a freelancer, the biggest problem you face is how to find a good reliable freelance, one that will do the job properly with good quality work and finish it on time. Many sites offer you, the webmaster, a place to post your projects to be bid on by freelancers. All of these sites let you contact offshore workers that live in co
PS: This telephone company is about to get a major new competitor. Watch out!
Action Steps
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Now look at your procedures and processes from your customers' point of view. If your system is disjointed, unclear or confusing, your customers are going to have a problem. Which means you have a problem, too!
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