As I sometimes do in these newsletter articles, I’m going to share some customer service incidents that I recently experienced. As business people, it’s crucial for all of us to treat our customers right, but this fact can get lost in the shuffle of everyday business.
First, let’s talk about the bank. I’ve had a personal account with Barclay’s Bank since I was 17 years old, and a business account with them for several years too. I found myself looking to make a purchase that required a business credit card, so I went to Barclay’s several weeks ago to start the process of getting a credit card for The Claims Desk.
I told the representative that I needed the card within a week, and he said that would be fine. Shortly after I left, I decided to check out another company just in case Barclay’s fell through — I just had a feeling it would be a good idea. I found a CapitalOne MasterCard online and independently applied for that one. Within a week, I had the CapitalOne card in my hand and made my purchase.
Several weeks later, after not hearing anything at all, I checked back with that same representative at Barclay’s, and he told me, “Oh, your application got lost in the mailing. Also, the form you completed was an old one.” Basically, it was all a complete waste of time — and they didn’t even have the decency to tell me, even when I urgently needed the situation resolved for the benefit of my business!
I promptly told the guy what I thought of him, and that I’d chosen to get another card through someone else in case this very thing happened. Shockingly, I got no apology from this place I’d been banking with for many years. The service I got at Barclay’s was appalling, and the only reason I still do business with them is because there are so many automatic transactions associated with the account that it would be a headache to unravel.
This experience with the bank was irritating, but I had one with an insurance company that was downright baffling! Direct Line Insurance Company is a big home insurer that I had to get in touch with on behalf of a client I was representing for their insurance claim. When I act for a client, I need them to sign a mandate so I can act for them, and what typically happens is that I’ll scan the signed document and send it over to the insurance company so they can deal with me directly.
Like I usually do, I phoned Direct Line and asked them where to email the mandate — and they said they don’t accept emails. I practically fell out of my chair! “No emails? But the year is 2016!”
They said I had to send the mandate by post. From there, it would go to the company’s scanning department, and then they’d get back to me within 7 to 10 working days. To help my client, I had to get the physical document, walk down to the local post office and send it by special delivery to get it down there. (I think it’s pretty clear that they’re trying to make it as hard as possible for people to get a claim approved. What other reason could there be for them to buck the paperless trend and live in the Dark Ages?)
That’s another negative example, so I’ll end with a great customer service experience I just had. It was my father’s 80th birthday not long ago, and he received a nice bottle of whiskey. Unfortunately he can’t drink, for medical reasons, so he kindly gave the bottle to me.
This bottle of scotch malt whisky is a very famous Scottish brand called Laphroaig, and it came in a very nice presentation box with a gift card and certificate. The certificate said to visit their website for a special gift, which turned out to be a certificate entitling you to a lifetime lease of an unregistered (tiny) plot of the distillery on Islay.
With flowery prose, they invite you to their distillery, where they’ll give you a map, directions to your plot and clothing for the rugged weather. It’s all really endearing to suddenly be a “property owner” who can go to Islay for a sample of whiskey when I want to. That’s all it took to become a big fan of Laphroaig!
So, what kind of service experience are you giving to your customers?
Best Wishes,
Steve Lazarus
