We recently changed bank and the whole thing ended up in a mess, as a consequence
all of our regular payment instructions were cancelled.
Our insurance broker, whom we hadn’t heard from in years, called. Their call was
doubtless motivated by their desire to maintain their commission income on our insurance
policies. We were not impressed when they also took the time to enquire if we had
any “needs”. Even if we had, we’d have said no.
An associate of ours was recently led a merry dance by a major insurer who couldn’t
tell him what the money they had been collecting for the previous heaven only knows
how many years was for. In the end, they advised cancelling the payment instruction
so that default notices would be generated from whatever system was responsible for
processing the policy concerned.
Ever noticed that you get a free phone number that’s promptly answered when you want
to buy something and a national rate number so you can pay them to listen to muzak
when you have a customer service query?
Ever noticed that your insurance renewal always arrives a very short time before
the renewal date?
The list goes on and on. You doubtless could add a myriad similar examples from
your own experience.
Average to poor customer service is pretty much the norm these days. Anyone offering
a more personal customer relationship experience will easily steal a march on their
How good are you at keeping in touch and talking to your customers and prospects,
or do you only contact them when you want to sell them something?
Talk (To Me Please....)
Do you enjoy talking to call centres? How about navigating labyrinth web sites so
you can contact Customer Services? Do you love FAQ’s? The answer is probably no and
guess what, you’re not alone.
Ever noticed that when you don’t pay them, they know how to contact you, and quickly