Tuesday, October 20, 2015

How Badly Are Companies Treating You?

Comment on: How well does your organization treat clients or customers?

Our reader poll today asks: How well does your organization treat clients or customers?

– Extremely well — we take great care of them: 35.17%
– Very well — we treat them better than most other companies: 34.88%
– Well — we do a decent job but could improve a bit: 25%
– Not well — we could treat them much better: 3.49%
– Poorly — I’m surprised we even still have customers: 1.45%
Do you agree

No I don't agree; maybe I just have the lousy sample of companies I interact with. Truthfully I don't deal with companies that treat me poorly unless I don't have a choice - but that is not uncommon at at (ISP, airlines, electric company, mortgage company...).

The survey results don't surprise me, given how out of touch executives and managers are about what their customers must put up with.

I intentionally pick companies that are good, but for example with a mortgage it is then sold and I am forced to deal with a bad company...

I am thrilled when a company treats me well (because my expectations have been so beaten down that just not being treated as a huge bother is a rare), but it is rare. Trader Joe's does consistently. My credit union does. In general restaurants do.

What I have found is that if the executives are paid more than $1,000,000 the company probably treats me very poorly. I don't think is a cause, but I do think it is correlated. The executives seem to always have room to pay themselves huge salaries but are loath to provide the customers someone that answers the phone or email without wasting tons of the customers time.

Upon my return to the USA after 4 years overseas the biggest annoyance has been dealing with these companies I am forced to deal with that treat me with complete distain. They see no problem wasting my time or forcing me to follow some idiotic processes that make life easy for them.

Related: Customers Get Dissed and Tell (2008) - Is Poor Service the Industry Standard (HP in 2006)? - Don’t Ignore Customer Complaints (2014) - Customer Service is Important (2006)

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