First of all the bad. No names.
The first bad experience
The first was the supplier of some plant to our transfer station. I thought that I had engaged him to give me a turnkey solution that involved a piece of mechanical equipment and some site works. He thought (correctly, as it turns out) that he was only contracted to supply and install the equipment. So I had my first shock. However, he said he could sort out the site works. In fact, he'd prefer to do this himself and would get back to us with a quote.
The next shock came a few days after the install when I was hit with a bill for extra works to install the plant. This was not an insignificant bill. All of it justifiable, but not justified in my view.
The final shock came when I next met with the contractor, expecting a quote and a quick turnaround. Turns out he had thought about it a bit more, and wasn't interested in the site works after all. We learned this after almost two weeks of waiting.
So we are left with some kit on site that we can't use, we've lost a few weeks in the process, and all along the contractor has been in the right, but totally in the wrong. You see, the contractor seems to think I'm after their piece of plant. I'm not. I want the solution the plant offers. I didn't get it.
The second bad experience
My next experience was to do with a conference where I'm presenting. Presenting at a conference requires work. You have to think about what to say, you have to write the paper, you have to prepare your presentation, you have to present. It's several weeks of work.
All of this is a significant investment. All of which is fine in the context of an investment in your industry, an investment in yourself.
The shock was to then learn that I get to pay the full conference registration fee. Presenters, without whom there is no conference, pay the same as the punter sitting up the back passively soaking it up. The punter who pays the fees, turns up in the morning, goes home in the evening and makes no further investment in the conference.
It's not a big deal financially - the fee is not huge. But I'm left feeling that I'm being exploited. I now have no ownership in the deal, I don't care if the conference succeeds or fails. And there is no chance that I'll be investing any more effort in promoting this conference. The conference organisers have made enough money off my work.
The good experience
The nice experience was actually a few weeks ago. It involved The Creative Arts House, a brand creation agency. I turned up to discuss how we might develop a brand around our work, which has been running along for decades in a pretty lacklustre fashion.
The surprise was that Clare and Heather had done their homework. We sat around a table, and they had our corporate documents (all easily found on our website) before them. They then proceeded to tell me what they liked about us, and we could cut straight past the preamble and get into the business.
That is such a small thing, but such an awesome thing. And I am delighted to promote their services as a result.
What is the lesson?
The lesson from this is pretty straightforward. Customer service matters. Even for companies in waste management. It matters for customers of waste management outfits. And customer service is not about selling your service, but about meeting your customer's needs.
It doesn't matter if you have the best product on the market, without meeting your customer's needs, the customer just feels shafted. Especially if you have the best product. Conversely, putting yourself in the customer's shoes increases the chances that you will delight the customer and build immense loyalty.
That must matter.
I think this goes beyond customer service. Rather, there are more specific components of customer service here that are (and need to be) common to other business methods. The same rant could just as easily be “Project Management Matters” or “Planning” or even “Common sense!”
ReplyDeleteJust like common sense, the bad and the good here are something we are also naturally bad at doing as a race “Communication!”
1) In contract negotiation, and project planning, ensuring a successful project outcome involves communication of what is required by all involved. That communication has to continue all the way through the project until the end. “Managing the expectations” so that you know what you are getting, that the people doing it know what they are expected to do, and finally when finished that the project did what was expected, achieving the desired result.
2) In event coordination and management. People keep forgetting to communicate. I am used to assisting with volunteer run events, so I have to admit that I almost choked when I saw the attendance fee. It is not uncommon for events like this to gouge the presenters as well, as the organisers view it that they are selling you a captive audience that is specifically targeted to your category, and that you get to sell your ides to them, and to network and develop contacts. Personally, I think the whole convention is an out dated concept.. Why go to this, when you could be chatting with David Suzuki?
3) Extremely good communication. This is more preplanning of a communication, Just like researching current changes in the field you are giving a speech in. Entering into a new job, new contract, new project, it is good to get your research done, so you know what you are going to be doing, and can cut right to communicating, reducing the time it takes to learn what it is you will be working with.
But wait, there’s more!
Communication is just the tip of the iceberg as far as Customer service or project management, or being part of the world goes. Other Important ones are “Quality, Responsibility, (Management of)Risk, Timeliness, Trust… The list goes on.. Where this sits, is that you the consumer (Or member of society) are not happy (Satisfied) anymore with just simple economic or comfort values of is it the right price, and taste good when selecting a cup of coffee. You want quick, made of good things, Minimising the impact on third world countries, non-polluting, just like the one you had last week, and next week, from the shop you know. With a smile!
The challenges to anyone are that people have a lot more perceived needs than they used to.
Exactly Ken!
ReplyDeleteIf people want to buy something it generally means they have a problem. The problem often cannot be solved by buying something. It needs someone who not only understands what it is that they are selling but also listens to the consumer and works with them pre and post-sale to solve the problem. OK so that costs money so it adds to the price (if the vendor factors this in).
In my role in business development (employers definition of sales rep) the main KPI is to SELL something and then sell a lot more. Get in there and do the sell and get out of there and leave the rest up to the "system" to sort out. The unfortunate thing here is that I live in a somewhat "small world" and I actually care what people think about me. Karma is REAL!
"Solutions" are projects which require engagement from both sides and good communications and systems to "deliver". Successful solutions come from good listening, good skills and good project management (on both sides). IMO if you want a cheap solution then you get what you pay for.
Hey Vince,
ReplyDeleteLet’s get this on track to Garbage..
The challenge I have for you, is to change the perspective of what you are selling. Because if you are selling a thing, once you have sold it, the business need is gone, the machine takes over, and eventually the demand runs out.
What you need to be thinking of, is that you are selling a concept. The ease of the service, the trust in the system, the quality of the service, the timeliness, the friendship.
One of the biggest hurdles to overcome for a new environmental solution is to sell that initial trust that it “Is a solution”. In the same way that The Golden Arches don’t sell food, they sell happiness. The environmental “solutionist” needs to sell not “This piece of hardware” but the TRUST that this piece of hardware is an environmental solution. From this trust, it can then be grown that further varieties of solutions receive the blessing of this trust, and are then easier to sell.
Essentially, building the belief.
Build it and they will come?
Hmmmmmm..... Over to you Adam. Line item for the think tank....
ReplyDeleteMy take on this is that Ken and Vince are in "violent agreement".
DeleteThe problem is that the customer (and I include myself here) expects more but wants to pay less. That doesn't make life easy, but it can be resolved. That might, in fact, be through offering a less expensive solution that meets the customer's actual needs. My main point is that the critical aspect of a sale is to work out what the solution is that the customer wants, and then deliver on that, rather than work out what you can sell to the customer. There is obviously a very large difference in the two. I am always delighted when a company takes the time to understand my needs, and invariably disappointed when a company tries to force my needs into their offering.
I think this is a bit more tangible than just selling a belief - it is selling a solution, but not a solution limited to a particular thing on the ground. Ending a sale at the thing on the ground misses the point. Ultimately it does come to some sort of higher order value (such as belief), and that is what brings in future sales, but it doesn't start there. I think, from the customer's perspective, it starts with expectations of what will be delivered. The closer the supplier comes to those expectations, the happier the customer and the more likely future business.
Hello @Garbologie!
ReplyDeleteYou don't know me, but I follow @appropedia on Twitter, with whom I noticed you having a Twitter conversation... so here I am.
The prior comments don't mention anything specific to your post, which I found puzzling. I didn't think that customer service was an especially relevant title, but that's okay! You write very nicely, and the content of your post was engaging.
Now for specifics: Of course customer service matters in the waste management business! There is nothing "second class" or "fringe" about what you do. It is a legitimate and essential part of construction and building management, as well as civil engineering. Never think (or concede) otherwise.
Your first story: I would have been rather irritated too, at that situation! Did you obtain a written estimate from the contractor in advance? In the future, always insist on that, and also, make sure that it is sufficiently detailed. Do not assume that your lack of specialist knowledge is the reason something is unclear or doesn't make sense. Sometimes contractors are well-intentioned, but haven't scoped out a job in as much detail as they should have. Asking them for more detail can be good because it gets them to think about the work proposal a bit more. If they decide to back out, that is okay. I've had that happen to me. I thought it was my fault for asking too many questions. It is better for a contractor to turn something down up front, rather than take a chance and have an outcome like you described.
Second, regarding the conference: That doesn't seem right, that you, as a presenter, should pay the same registration fee as the attendees! A more typical arrangement would be for a presenter, IF he or she should want, might pay to have a exhibition table for sales or marketing in the meeting hall. Not every presenter will choose to do this. I agree with you: There won't be any conference without presenters! If presenters are making a sales pitch and little else, there is justification for charging them a hefty fee. In that case, it isn't a conference, but rather, a trade show.
The good story: That's great, that The Creative Arts House was thoroughly prepared for your meeting with them. I inferred that you are contemplating the use of their brand promotion services i.e. you are a potential paying customer. If so, then they SHOULD be prepared! I realize though, that "should" isn't always the reality. And that's why it is commendable that you appreciate good business practices in others. Hmmm... I think you are right and I am not... the title of your post IS a good match with the content. It IS about customer service!
Thanks again for the thoughts. I never quite know if my titles are right, as I write the title first and then my writing kind of takes me where it will.
DeleteOn the first story, I think it is so galling because I should have known better, and because it was all covered off in the contractual documents (yes, this went right through a tender process). Which is why my problem was less a contractual matter and more one of customer service. I don't know if I would have done any different to the contractor, but hope I will now that I've experienced the frustration.
With The Creative Arts House, yes, I am absolutely looking to engage them. I should not have been surprised that they did their homework, but it seems all too uncommon. That makes me sound cynical. I am not, just on my way there...
I think my post is a bit of a note to self about how important it is to know the customer, what the customer wants and how you can go the extra little bit to delight.
sorry, I did indeed hijack the comments a little to arrogantly, or indeed, in violent agreement.
ReplyDeleteit is a great stream of thought. Keep it going!