What Is Your Policy?
What Is Your Policy?
You know great customer service when you experience it.
Two weeks ago I had the unpleasant experience of working with Dish Network regarding my daughter’s account. Dish was the only service available in her area and with a change in her living arrangements we made the decision to cancel the account. It took an hour and a half of my time, 5 agents, and very blunt language before I finally was able to cancel the contract. I was happy to pay the early termination fee and happy to return the equipment, this is what I had agreed to up front and it still took what felt like harassment to end the agreement.
This weekend I had a very different experience working with Direct TV. It didn’t take my asking 3 times to speak to a supervisor. The first agent I spoke with was very clear on her scope of work and when it was evident she could not provide the service I required she passed me along. Direct TV had changed their programming offerings and it was not what we wanted. The supervisor did her magic and earned my continued business by taking care of my needs in the price point I was willing to pay. I felt heard, I felt honored as a customer (and she did not create a new service just for me) and I was happy with the resolution all in 15 minutes.
As I reflected on the two different experiences, I wondered what was truly at the base of each of them.
Dish was aggressive and more concerned about the job they had to do while Direct TV was focused on finding a win / win solution. Each agent was very aware of their job however Direct TV’s agents were grounded in a company policy of service.
In reviewing our own policies I thought about the clients who chose to no longer work with us. There were only a handful for whom we were just not a good fit. I remember each conversation. When everyone comes to the table in a responsible manner and is willing to own their part then a win / win solution can be found. When there is blame and fear it becomes difficult and that is when policies become very important.
What are your company policies?
A mentor of mine once said “always plan your divorce while you are still in love”. I used to think that was a weird thing to say but it is true. Create your policies when there is no emotion involved. Create them based on your values. Then write your contracts accordingly so a win / win solution can always be found. That is what people will remember you for even if they chose to move on to a different service.