What’s one day?

At one point or another, someone (a person, a team, or an organization) has done something that’s diminished the trust you have in them. I’ll use an example of funding a mortgage where, from the outside, it seems straightforward: transfer money from the financial institution’s account to the lawyer’s account on this day and time so the customer can take the first step into their new home. Ask around and, no matter who a person banks with, these organizations have missed on hitting the date. Another example is you’ve ordered something and been promised delivery the day before you’re leaving on vacation. In the Amazon Age, this has become an expectation of online retailers. But the delivery day comes and goes and you have to set off without that item in hand, only to discover that it was delivered the same day you left.

To those a few steps removed from the customer, it may start to feel like one day can be rationalized away. That somehow it’s okay because you’ve assumed a house or a person isn’t going anywhere. But think of it from the customer’s point of view. What’s one day?

One day means that mortgage customer is calling anyone they can get a hold of to plead for help to get the funds released so their day can end on a happy note. One day means they’re calling Shaw and Epcor and Telsco to reschedule installation appointments to the next earliest date a few days or a week later. One day means the trust they have in their bank has been broken. One day means stress, anger, panic, tears, and a feeling of helplessness. Sadness when there should be joy. A drink in agitation instead of in celebration.

So the next time you don’t return that phone call, answer that email, or deliver when you said you would, ask yourself, “What’s one day?” One day could be the last day someone is your customer.

1 comment on “What’s one day?Add yours →

  1. Great post Matt! Always something to keep in mind especially as we get further from the front line of customer interaction.

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