October 1, 2011

It’s a service business

Yesterday, a client called with a serious problem. Their phones were down – and their call center is at the heart of their business.

Since we manage their newsletter email blasts, could we notify all their customers that email was still working and that there were some cell phone numbers they could use? Sure. We got the notice out within ten minutes. And then a followup ten minutes later. And when the phones came back on, a message thanking people for their patience.

No big deal you say? It is a service business, and being responsive is part of what’s expected. Very true. But here’s the kicker: the initial phone call reached our office at 7:33 in the morning. How many clients could count on help from their agency before breakfast?