Do Big Businesses Care?
I had an issue with a large refrigeration hire company based in Northern Ireland. Needing a cabinet for a show, I enquired about a price which I duly received by email. Deciding to go ahead and hire the cabinet I called the company and paid the full amount and thought I had ticked off another of my “To do” list.
The day before the show, I was expecting to see a cabinet on our stand but saw nothing.
I called their help number but was put through to a call centre that took my details, however after a few hours of hearing nothing back. Again I called but got the same answer, “Someone will get back to you”
By luck, a customer bailed us out with a substitute cabinet, (Thank you Stevie Mitchell from Puddledub), and the next day we got through the show with no more issues.
The following morning came and went without any contact from the refrigeration company, the next day also came and went; nothing.
On the third day I called the company to demand answers to why despite paying for a cabinet but not getting one, and the total lack of communication since I was expecting a full and contrite apology. (Ironically, while I was on hold waiting on someone to talk to me, boasted how good their customer satisfaction was because they are such a big company!)
I was to be disappointed, however, as I was told that paying for the cabinet in full did not constitute a confirmation of the order as I did not reply to an email, but as I had decided to phone to pay for the hire instead; it was my fault for the no-show!! Have you heard anything more ridiculous?
When did you last receive excellent service from a big company?
I feel a sort of arrogance creeps in with some of the companies thinking, that you are small fry, and not worth wasting time on
But that attitude always comes from the top, as the management has not set up guidance on the culture and beliefs of the business and stay strong to its values. The drive for profits becomes insatiable and the more money a company makes, the greedier it seems to get, and in some cases, they hit the self-destruct button.
In the airline business, Virgin Atlantic is an example of getting its culture and customer service on the whole right, believing in the word “Service” which comes down from the founder Richard Branson who understands what customer service means. Ryanair, on the other hand, is an example of getting the culture wrong, focusing on “That’s the price- Take it or leave it”. I haven’t flown with Ryanair for over 10 years after some shocking customer service, and I am very happy to put service before price. Some will argue that Ryanair is a company making a profit, but could you imagine how big they would be if they cared more?
Being the biggest is not often being the best