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Showing posts from March, 2012

Why are you not caring about your customer?

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Last week I had to send a letter via DHL to Mozambique. I thought this was a small task and would cost me half an hour. I could not have been more wrong as it cost me actually a few days. First I did go to a DHL Service Point, as I thought that would be the easiest way to do it. However, they told me that they only process packaged inside The netherlands and not abroad. The employee recommended me to go to the local post office. Clearly he had no confidence in his own organization. Then I did go to the DHL website and did find a number to call. The customer service person helped me fine and recommended me to use the web instead of the phone, as that would be 20% cheaper. I had to use their application called 'Ship Now'. Midway into the application I could not proceed to the next screen as one button didn't work. So, I did try two different browsers, only to find out that they all had the same problem. So, I called again, but it was weekend and the e-comme

Are you planning for the customer or for your self?

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Last week there had to be a maintenance call for my central heating. They did send me a time and date which didn't suit me, so I called them for another date. The only choice you have is between the morning or the afternoon. They said that they could not be any more specific. This means that you have to wait from 8am to 1pm or from 1pm to 6pm. You can't even use the bathroom in that timeframe as the person might be arriving then. This maintenance call can be timed in minutes, as every cv in our neighborhood is the same. So, they can plan every call with an accuracy of 15 minutes. This means that they can easily tell me when the maintenance guy will be visiting my address. It is clear that they are planning for themselves only and that there is disrespect for the customers. They simply don't care that you have to be at home and be available all morning or all afternoon. While on the other hand it is quite easy to make a planning which serves both the c

Is there still value in experience?

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Yesterday I had a conversation with Hayk, my business partner. He said that my experience was more relevant than his. My experience encompasses both more life (I am 20 years older) as well as more business experience. I did disagree with him. Why? Because in todays 'state of the world' experience of the past is no guarantee for the future. I am even inclined to say that what worked in the past, will not work tomorrow. Look at the changes in the Fortune 50 list (compared with 10 years ago) and the IPO's of new companies like Facebook, who didn't exist 10 years ago. There is another sort of experience relevant now. From a life perspective, how experienced am I in coping with obstacles and changes (where I live, the language, relationships, finances, health) and thus growing as a person, as a human being. If I would have stayed in my comfort zone throughout my life, I will not build up very relevant experience. From a business perspective, relevant expe

Room for service innovation

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Last week I did fly back from India to Amsterdam. And I was surprised by the lack of leg-space. I am not very tall (compared to the youth – 1.88m) and still my knees were in back of the chair in front of me. Stretching my legs was impossible because there was a construction under the chairs preventing this. Sitting in this highly uncomfortable position for more than 8 hours is damaging for your body. That is why I have now severe back pains. This was the case in the flight from Delta as well as the one from KLM. So, these western companies should know what the average length is of their customers. So, they are still putting their drive for profit ahead of customer delight. But they still don't understand that if I am unhappy with the service, I will not buy a flight with their airline the next time. On the short term they have made a profit, but on the long term they loose much more. This is such a simple opportunity for service innovation, just give a few ce