“Today in Washington, DC a design and print shop had the stones to put its telephone number on its website! Sources have confirmed that when the number is dialed, an actual human at the shop answers the phone and also answers any questions the caller has about services, pricing and the like.”
Of course this news flash is just a joke but have you noticed how many companies seem to be hiding? A growing number of businesses make customers search through FAQs, whitepapers, and support forums before giving them direct contact information or accepting an online customer service or support request. It’s a disturbing trend. Businesses are supposed to help customers solve problems, not create confusion and frustration!
I don’t know about you, but when I find a company that is difficult to communicate with while I am trying to make a purchase, I think twice about doing businesses with them. If it is hard to speak with a company at this point in the relationship, imagine how hard it could be to get an answer or resolution when something goes wrong!
So if you’re in business, think about how accessible you are. Is it easy to get through to you? Do you have direct line for customer service inquiries? Or does your PBX phone system require several steps of navigation? Do you have a physical office? Do you maintain consistent hours? Do you return every phone message and email inquiry? Is all of your contact information conspicuously provided to all potential customers? Or are you hiding in plain sight too?
What do you think? Are there any other disturbing trends you’re noticing in the context of customer service? Give us your thoughts below.