This struck a nerve with me, and l’m sure many others. I’ve been dealing with a bank, significant money hacked from an account, and hours and hours of circular conversations. After months of repeating myself and reproving the data, I was finally refunded the money only to be over-refunded. After spending 3 hours on the phone trying to explain they needed to take the over payment back, I finally thought I found someone to own the situation and get the account straightened out. I was told the woman would see this through and clear things up(after 6 months) and instead a different person did, finally, call back and the situation went right back to circular conversations. 8 months later, I still have too much money in that account. I simply wish to close the account and never think about them again. It’s one of the largest banks in the world- ugh.
For years, I've said that this world is made of up those that are process oriented and then there are those that are problem solvers or doers. What I have seen over the years, is with all of the hand holding that parents do with kids today, helping them solve all of their problems, we have less and less doers and more and more people that do not think for themselves or think out of the box.
The struggle when running a business is real. We want, we need doers. Someone that will own what they do and actually try to improve up the process, especially when it's broken or limping along, like the call center for the big box store (by the way, I have the same struggle with an internet and cable provider).
This artical really hits home. Thanks for the read!
When you pit a good performer against a broken system, the system will win nearly every time. The 25 reps you talked to before Karen were simply unable to be bigger than their environment. Organizations have been whining about a lack of accountability for decades, while they simultaneously create systems that kill it. The most powerful system they have built is a leadership mindset that fundamentally conceives of accountability incorrectly. They think of it as a punitive concept. I’m guessing most people when they hear the term accountability think of “holding someone accountable.” While this is one aspect of accountability, it blinds us to a larger truth that accountability is actually an expression of high commitment. If organizations spent as much time teaching leaders how to unlock high commitment as they do designing punitive guidance and systems, we would have very different outcomes. And you would have had your appliance delivered after the first call.
Thank you Bob I recently change TV provider after AI refused to connect me with a person. a week later, they called to see why a loyal customer had quit. As a former school principal, people have told me we should operate schools like a business. I question that attitude. Give me a person or I don't want to do business with you.
I completely share your frustration. I have been dealing with an issue for over six months now. Unfortunately, these customer service approaches leave the customer and the agent in an untenable place. The agent is often measured for their efficiency versus their effectiveness and are sometime penalized for 'daring' to act. They may be told "it's outside their role". As AI systems take these systems over, it will continue to erode until the success measures outcomes that provide resolution.
Absolutely resonates. Not the point of your article, but this is why I’m incredibly thankful I have a locally owned appliance chain in the Tampa Bay Area. I always speak to people and they always make it right. Wish I had this opportunity for all significant purchases.
As for work, it’s taking ownership and appreciating relationships. Every relationship matters.
I really enjoyed reading this issue. What struck me as relatable is how often people stick to the party line or the process without ever asking if it is achieving the result it was intended to achieve.
Now unfortunately in your case it sounded like their process was working as designed. That happens with companies from time to time and it’s highly disappointing when it does.
But every now and then you get a Karen, someone who notices the broken system and does something about it.
I can only hope that Karen was able to highlight and fix the broken process on the backend to prevent customer service issues like this one in the future.
Tired of all the white noise and the lack of professional follow through. You can add the medical insurance industry to your Big Box bologna Bob. Same "we'll look into it and get back to you". The thing they forgot to mention is it will be " the 12th. of never" for their follow up.
Bob, you are absolutely correct. Companies without a good customer service might as well close their doors. I purchased non-toxic/eco friendly cleaning supplies. My first order last year was great with no glitches. I reordered three weeks ago but the order was delivered to our home in Southern Ca. It was suppose to be shipped to our Salt Lake City residence. I called immediately upon receiving the confirmation following the placing of my order and I tried to call the company immediately. Just like your experience, there was no customer service phone number but only a on-line message service. Response they sent via emails was, "We are experiencing a high volume of calls and will respond in 3-5 business days." I continued to get redirect the shipment to the correct address emailing that this was priority. I even called the shipper but had to wait until the order went through their processing. Consequently, the order was delivered to the wrong address and I had to have a neighbor collect and save for us for a few months.
I then placed a second order for delivery to SLC and made very sure I put the delivery address to that residence with a PLEASE NOTE. Well, the second ORDER again was sent to, of course Southern Ca. After three distress messages, calls to their marketing department since customer service wasn't responding, I called my credit card company and blocked the payment for both orders. Now we'll see if they contact me!!!
A company is only as good as their customer service and it is a shame because great products will suffer for the lack of systems in place to provide customers with the services they need.
This really hit home in so many areas. If more people would take ownership, I think may problems could be solved. Thank you, I so enjoy your Friday Forward posts. Keep up the good work!
The fun thing about social media (and all companies seem to have at least one site, be it Facebook, X / Twitter, Instagram, what have you) is using it to voice grievances. Not only does it allow us, consumers, to blow off steam, such venting is read by who-know-how-many-viewers. And companies care about perception.
Next time you're frustrated by absolute lack of progress with resolving an issue, try posting about it on said companies social media page? Perhaps include mention of disasterous DEI (as opposed to merit-based) hiring policies as the source of inept business practises?
(REPOSTING. I didn't intend this to be a reply to David Nebinski's post. Sorry David!)
When you pit a good performer against a broken system, the system will win nearly every time. The 25 reps you talked to before Karen were simply unable to be bigger than their environment. Organizations have been whining about a lack of accountability for decades, while they simultaneously create systems that kill it. The most powerful system they have built is a leadership mindset that fundamentally conceives of accountability incorrectly. They think of it as a punitive concept. I’m guessing most people when they hear the term accountability think of “holding someone accountable.” While this is one aspect of accountability, it blinds us to a larger truth that accountability is actually an expression of high commitment. If organizations spent as much time teaching leaders how to unlock high commitment as they do designing punitive guidance and systems, we would have very different outcomes. And you would have had your appliance delivered after the first call.
Absolutely! One of my core values —stoled from AP is Own it— Accountability starts with me. I am responsible for my destiny. I try to translate this to all aspects of my life.
This struck a nerve with me, and l’m sure many others. I’ve been dealing with a bank, significant money hacked from an account, and hours and hours of circular conversations. After months of repeating myself and reproving the data, I was finally refunded the money only to be over-refunded. After spending 3 hours on the phone trying to explain they needed to take the over payment back, I finally thought I found someone to own the situation and get the account straightened out. I was told the woman would see this through and clear things up(after 6 months) and instead a different person did, finally, call back and the situation went right back to circular conversations. 8 months later, I still have too much money in that account. I simply wish to close the account and never think about them again. It’s one of the largest banks in the world- ugh.
Your character is shining brightly though, Susan.
For years, I've said that this world is made of up those that are process oriented and then there are those that are problem solvers or doers. What I have seen over the years, is with all of the hand holding that parents do with kids today, helping them solve all of their problems, we have less and less doers and more and more people that do not think for themselves or think out of the box.
The struggle when running a business is real. We want, we need doers. Someone that will own what they do and actually try to improve up the process, especially when it's broken or limping along, like the call center for the big box store (by the way, I have the same struggle with an internet and cable provider).
This artical really hits home. Thanks for the read!
“I’ve got this” - is so powerful. I love your prospective on why personal accountability matters even more now in an age of AI. Thanks for this!
When you pit a good performer against a broken system, the system will win nearly every time. The 25 reps you talked to before Karen were simply unable to be bigger than their environment. Organizations have been whining about a lack of accountability for decades, while they simultaneously create systems that kill it. The most powerful system they have built is a leadership mindset that fundamentally conceives of accountability incorrectly. They think of it as a punitive concept. I’m guessing most people when they hear the term accountability think of “holding someone accountable.” While this is one aspect of accountability, it blinds us to a larger truth that accountability is actually an expression of high commitment. If organizations spent as much time teaching leaders how to unlock high commitment as they do designing punitive guidance and systems, we would have very different outcomes. And you would have had your appliance delivered after the first call.
Thank you Bob I recently change TV provider after AI refused to connect me with a person. a week later, they called to see why a loyal customer had quit. As a former school principal, people have told me we should operate schools like a business. I question that attitude. Give me a person or I don't want to do business with you.
I completely share your frustration. I have been dealing with an issue for over six months now. Unfortunately, these customer service approaches leave the customer and the agent in an untenable place. The agent is often measured for their efficiency versus their effectiveness and are sometime penalized for 'daring' to act. They may be told "it's outside their role". As AI systems take these systems over, it will continue to erode until the success measures outcomes that provide resolution.
Absolutely resonates. Not the point of your article, but this is why I’m incredibly thankful I have a locally owned appliance chain in the Tampa Bay Area. I always speak to people and they always make it right. Wish I had this opportunity for all significant purchases.
As for work, it’s taking ownership and appreciating relationships. Every relationship matters.
I really enjoyed reading this issue. What struck me as relatable is how often people stick to the party line or the process without ever asking if it is achieving the result it was intended to achieve.
Now unfortunately in your case it sounded like their process was working as designed. That happens with companies from time to time and it’s highly disappointing when it does.
But every now and then you get a Karen, someone who notices the broken system and does something about it.
I can only hope that Karen was able to highlight and fix the broken process on the backend to prevent customer service issues like this one in the future.
Thank you for posting, it was a great read!
Tired of all the white noise and the lack of professional follow through. You can add the medical insurance industry to your Big Box bologna Bob. Same "we'll look into it and get back to you". The thing they forgot to mention is it will be " the 12th. of never" for their follow up.
Bob, you are absolutely correct. Companies without a good customer service might as well close their doors. I purchased non-toxic/eco friendly cleaning supplies. My first order last year was great with no glitches. I reordered three weeks ago but the order was delivered to our home in Southern Ca. It was suppose to be shipped to our Salt Lake City residence. I called immediately upon receiving the confirmation following the placing of my order and I tried to call the company immediately. Just like your experience, there was no customer service phone number but only a on-line message service. Response they sent via emails was, "We are experiencing a high volume of calls and will respond in 3-5 business days." I continued to get redirect the shipment to the correct address emailing that this was priority. I even called the shipper but had to wait until the order went through their processing. Consequently, the order was delivered to the wrong address and I had to have a neighbor collect and save for us for a few months.
I then placed a second order for delivery to SLC and made very sure I put the delivery address to that residence with a PLEASE NOTE. Well, the second ORDER again was sent to, of course Southern Ca. After three distress messages, calls to their marketing department since customer service wasn't responding, I called my credit card company and blocked the payment for both orders. Now we'll see if they contact me!!!
A company is only as good as their customer service and it is a shame because great products will suffer for the lack of systems in place to provide customers with the services they need.
This really hit home in so many areas. If more people would take ownership, I think may problems could be solved. Thank you, I so enjoy your Friday Forward posts. Keep up the good work!
Put Expedia on the naughty list, too. Sheesh!
The fun thing about social media (and all companies seem to have at least one site, be it Facebook, X / Twitter, Instagram, what have you) is using it to voice grievances. Not only does it allow us, consumers, to blow off steam, such venting is read by who-know-how-many-viewers. And companies care about perception.
Next time you're frustrated by absolute lack of progress with resolving an issue, try posting about it on said companies social media page? Perhaps include mention of disasterous DEI (as opposed to merit-based) hiring policies as the source of inept business practises?
(REPOSTING. I didn't intend this to be a reply to David Nebinski's post. Sorry David!)
When you pit a good performer against a broken system, the system will win nearly every time. The 25 reps you talked to before Karen were simply unable to be bigger than their environment. Organizations have been whining about a lack of accountability for decades, while they simultaneously create systems that kill it. The most powerful system they have built is a leadership mindset that fundamentally conceives of accountability incorrectly. They think of it as a punitive concept. I’m guessing most people when they hear the term accountability think of “holding someone accountable.” While this is one aspect of accountability, it blinds us to a larger truth that accountability is actually an expression of high commitment. If organizations spent as much time teaching leaders how to unlock high commitment as they do designing punitive guidance and systems, we would have very different outcomes. And you would have had your appliance delivered after the first call.
Absolutely! One of my core values —stoled from AP is Own it— Accountability starts with me. I am responsible for my destiny. I try to translate this to all aspects of my life.
Thank you for the reminder. I am a Karen.