 An
Upgrade is Usually Worse, At First
I
recently upgraded the telephone system in our home and
office. For the next two days everything about the phones
went wrong: crossed lines, disconnected calls, non-working
outlets, strange buzzing sounds. Only after two additional visits by the technician was
the upgrade working as intended.
Have you noticed how often this happens?
The new improved computer software runs slower than
the version you just replaced. The latest hardware proves
harder to manage than the system you abandoned. The
new car goes back to the shop for an adjustment within
two weeks when the old car worked perfectly for years.
The new home has a door that jams, a roof that leaks,
a window or floorboard that squeaks.
No one intends an ‘upgrade’ to start out
as a ‘downgrade’, but the pattern is familiar
and occurs frequently.
Key Learning Point
Be upfront with
your customers about glitches or hiccups that may occur
- and be ready to provide help and reassurance through
the early stages of implementation.
Action Steps
If you are upgrading
or changing your service in ways that affect your customers,
send them advance warning and acknowledge openly what
everyone already knows: things go wrong, upgrades take
time, it takes effort to locate and iron out the wrinkles.
Be positive and proactive about problems that may occur.
Use honesty to build a bond of truth and a commitment
to constructive collaboration.
And, if you are the customer, be prepared to hurdle the
hiccups!
Next Article in Customer Service Improvement >>
A Hard Taste From a Soft Drink
First Article in Customer Service Innovation >>
In the Spirit of Service
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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