Better communication needed on all levels
Each Mother’s Day, for our Spokane wineries’ barrel tasting, I handle the cash register at our neighborhood winery. It is a complete departure from my normal world, and I love doing it. Many people do a double-take seeing me in that setting, but it is a whole lot of fun.
Last year a local attorney came in to buy some wine, giving me his credit card. When I saw his name, I extended my hand and introduced myself: “Hi, I am Jan Quintrall, the one who has been leaving you voicemail messages for the last three weeks.”
These days, we are so darn connected. We get buzzed, vibrated, rung, poked, texted, pinged and Twittered every second of the day. Communication comes in so many forms and fashions, we can really communicate quickly and efficiently. Then why the heck do people not return calls and e-mail?
Most complaints we handle at the BBB involve a breakdown in communication. Nothing makes customers madder than someone at the business ignoring repeated attempts at contact.
We constantly reach out to businesses to keep our records up to date, and the response is not very good. Messages are left on voicemail, then eaten in the night, never to be answered.
What happened to courtesy on the way to this mega connection we have at our fingertips? When did it become the norm to ignore phone calls and e-mail?
There are a number of things happening in my world right now that really have me frustrated with this problem. First, I have been working on a couple of projects that require me to reach out and contact all sorts of people. And I figure that using all forms of communication will make me more effective. So after two phone calls that go unreturned, I resort to e-mail. When that falls short, I give up. But if people have no trouble ignoring a call from the BBB, I completely understand the frustration of a sole salesperson, a single customer or someone shopping for a product or service and needing answers.
My second frustration is in trying to schedule an appointment: leaving voicemail messages and never getting a return call. Wow, I guess business must be really good if a company can afford to ignore a phone call from a new customer.
I know how busy we are in this economic climate. I know that there are fewer people working in most companies, so plates are fuller. But this very basic customer service need contributes directly to the bottom line, so why a company would allow such an attitude seems short-sighted and costly. Why would a business spend all sorts of resources to bring customers in, just to ignore them?
Do you know how your company does at communication? Do you push out information at an alarming rate but seldom listen to feedback? Have you resorted to almost exclusive electronic contact at the expense of the relationship?
The last straws in my communication frustration are a couple of really rude and unprofessional e-mails we have been sent either as part of a complaint or in response to a request from us. So, beyond a basic response, do you know what your staff is saying in e-mails?
Just a few of the things we have seen lately:
•A racist rant from a company to a minority client, sent to us as e-mail.
•Insulting and abusive e-mails between the client and the provider, copied to us.
•Rude and curt responses to simple requests directed to my staff.
We all have things we would love to say to that completely unreasonable person, but watch what you put in e-mail, be careful who you copy and watch the “reply to all” button. Professionalism, courtesy and common sense must be present in all your communication.