The fastest way to lose a customer and a reputation is to over promise and under deliver. We must strive for the opposite.
This week in Connecticut has been a trying time for many, especially the utility companies trying to restore power in a timely, safe manner.
I watched the news last evening and saw that over promise and under deliver is a predominant theme relating to power restoration. One by one people were interviewed that were without power for five days. Some were told power would have been restored by now. Others had not seen a power truck in their town. The prevailing sentiment sounded like this..."if it will take til next Wednesday tell us so we can plan accordingly". Not only are these people literally in the dark, they feel that the lack of communication has made things even darker.
No sane person can blame the utility companies for the storm. It is fair for customers to have an expectation of communication, even if the news is not what they want to hear.
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