Home » Articles written by experts » Sorry, But You Don’t Matter



What would happen if the following prerecorded messages were made illegal?

Your call is important to us

Listen as our menu options have changed

We are experiencing unusually high call volume

And instead, a person with just a bit of education and who had a decent command of the English language, answered your call and said the following; “Hello Customer, I’m here to help you. This call will not end until you are satisfied with the outcome.”

How would the customer experience change? What would be the long-term impact on the business? As companies grow larger and their executives get greedier, they consciously choose to substitute good customer service to save money. Profitability wins while “efficiency” and customers lose. This is short-term thinking and it busts trust with those who keep the company in business.

Makes no sense? Of course not.

Think about the calls you have placed to your health insurer, cable company, phone provider, even your doctor’s office. Check out the salaries and bonuses of those at the top of these organizations and then ask yourself how much YOU matter. The business of doing business is to serve customers, not the other way around. Leaders who choose to make their customers a low priority are not worthy of your business.

Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She runs the world’s largest membership program for those interested in learning more, and is also the editor of the award winning TRUST INC. book series and the Executive Editor of TRUST! Magazine. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.

Our 2015 Poster, 52 Weeks of Activities to Increase Organizational Trust is available to those who would like to support our work by making a small donation.

Copyright 2015, Next Decade, Inc.

If you enjoyed this post, make sure you subscribe to my RSS feed!

, , , , , ,

Add reply