Sunday, June 14, 2009

Customer Service - Part 2

I was thinking more about our conflict with the telephone installer yesterday. I believe that it comes down to a culture clash - corporate vs entrepreneur point of view.

His attitude was that he didn't cause the problem, AT&T didn't cause the problem, therefore it was not a problem. Fixing the problem may or may not have been in his job description.

My attitude was - our phone dosen't work - we need to fix it. I don't care who we blame, but there is no other choice, no plan B, we need a working telephone.

It became a battle of the wills and since the phone now works, guess who won. But in all fairness, if you work for a big corporation where there is always someone else to pass the buck to, solving someone elses problem on a Saturday morning is not going to be high on your priority list.

My background as a business owner is that there is no one to pass the blame to, so problems are solved no matter what it takes or whose fault it is. Period.

In this case there were several possible solutions. Completely rewiring the apartment with new phone jacks was one solution, but when we narrowed the problem to an open circuit in a ten foot area and he would still not wire around the problem, I knew I was going to have to force him to find the problem. Total time 90 minutes, and he said it was the most difficult problem he ever had. I wish all my problems could be solved in ninety minutes.