So this weekend was my brothers graduation and all the family came over big party the whole 9 yards. I was having a conversation with my cousin in law who is a dentist and the subject of humility in ones field came into play.
How the Customer (or Patient) would rather feel the sense that you are going to make things ok and get it done, but at the same time treating them as an equal or better yet a person. Not just someone’s that going to write you a check.
I think sometimes we loose the human interaction between both parties. For example here a situation that happen to me.
My DSL was acting up so I called tech support, person on the other end walks me through steps that they are reading off the screen. We thought the issue was resolved and i was giving a ticket. 30 min’s later my DSL goes down again, I call back and give them the ticket number and they proceed to walk me through the same step, even though I told the guy and he knew I had been through this wasting both our times. If i wanted that kind of service… i would have much rather preferred an automated system, at least an you known that the automated system doesn’t think and cant expect to much from it. And so now next time I call back I’m going to be a little negative about them helping me.
And thats the important part making the customer feel like you really tried to help them not that there just an Item in Queue…even if they are just an item in queue.
…this is the end to my rant
Max totally agree with you on this issue. I think in the end customers are considered the problem for some business units (IT), these companies always seem to fail unless they have enough market cap. Consumers are grouped into one category, “Idiots”. That’s why companies always go through the same process (CHECKLIST) when something happens with your product. They forget the human element.
When I saw the humility subject I automatcally though you were referring to Human Humility which I think is a hot topic.