I work for the largest and most well-known security system company based in the US. The company I started working for over 8 years ago is gone, and I don’t even recognize it anymore.
In the past year or so, we began charging our customers a $59 onsite assessment fee as a part of their service plans out of the blue. Along with that, we introduced “Virtual Service Calls,” (VSC) which are, in fact, completely different than tech support.
Yesterday, this lady is scheduled for a VSC for 1:00 PM to 1:30 PM Eastern Time. The VSC team decided to call her at 12:00 PM instead, 1 hour early. The customer was rightfully upset because we missed her commitment window. Unfortunately, my supervisors, nor the VSC supervisors, cared enough to make things right for this customer.
I am so tired of how carelessly our company is treating our customers, and I sent an email to management letting them know that. (I’m also tired of how carelessly they’re treating their employees, but that’s not what this post is about.)
The moral of the story, keep your commitments with your customers, and if you can, make it up to them in some way.