{"id":2475,"date":"2015-02-08T09:16:32","date_gmt":"2015-02-08T14:16:32","guid":{"rendered":"http:\/\/www.trustacrossamerica.com\/blog\/?p=2475"},"modified":"2015-02-08T09:16:32","modified_gmt":"2015-02-08T14:16:32","slug":"sorry-but-you-dont-matter","status":"publish","type":"post","link":"https:\/\/www.trustacrossamerica.com\/blog\/?p=2475","title":{"rendered":"Sorry, But You Don’t Matter"},"content":{"rendered":"

\"TAA_R2_EDIT-CS3\"<\/a><\/p>\n

 <\/p>\n

What would happen if the following prerecorded messages were made illegal?<\/strong><\/p>\n

Your call is important to us<\/em><\/p>\n

Listen as our menu options have changed<\/em><\/p>\n

We are experiencing unusually high call volume<\/em><\/p>\n

And instead, a person with just a bit of education and who had a decent command of the English language,\u00a0answered your\u00a0call and said the following; “Hello Customer, I’m here to help you. This call will not end until you are satisfied with the outcome.”<\/p>\n

How would the customer experience change? What would be the long-term impact on the business?<\/strong> 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.<\/p>\n

Makes no sense? Of course not.<\/p>\n

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<\/strong> 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\u00a0are not worthy of your business.<\/p>\n

Barbara Brooks Kimmel<\/strong>\u00a0is the Executive Director of\u00a0<\/span>Trust Across America-Trust Around the World<\/a>\u00a0whose mission is to help organizations build trust. She runs the world’s\u00a0largest membership program<\/a>\u00a0for those interested in learning more, and is also the editor of the award winning\u00a0<\/span>TRUST INC.<\/a>\u00a0book series and the Executive Editor of\u00a0<\/span>TRUST! Magazine<\/a>. In 2012 Barbara was named \u201cOne of 25 Women Changing the World\u201d by Good Business International.<\/span><\/p>\n

Our 2015 Poster,\u00a052 Weeks of Activities to Increase Organizational Trust<\/a>\u00a0is available\u00a0to those who would like to support our work by making a small donation.<\/p>\n

Copyright 2015, Next Decade, Inc.<\/p>\n