Have you ever taken 10 minutes to fill out your own web site forms, seen how long it took to get a response, checked if the automated response had the correct sales details and telephone number?
Let me explain.
I was put on hold today and subjected to some really loud chart music that was about 5 times the volume of the person I was dealing with. A pleasant experience with a professional outift was quickly soured by a trashy blast that clearly didn’t fit with their corporate image. It physically hurt my ears. I wasn’t certain if this was the same company. I definitely wanted to hang up.
For a moment I wondered ‘How can they let this happen? It’s AWFUL’.
And then I realised that they probably don’t even know it is happening. It’s probably not very often the Marketing Dept dial their own main desk from outside. It’s absolute that they would change things if they were aware.
So when is the last time you called your own company, stood on the other side of the counter, filled in your own web site forms or asked the Sales dept for a quote?
Probably never. But you would be amazed at what the view is like from over here.
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