Why Customer Service Sucks

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by Jay on January 10, 2012

Back in the good old days before the savings and loan crisis and our recent financial difficulties,  I was gainfully employed in the banking industry just when deregulation was picking up steam and banks were freer to introduce new products.  For a time I worked as the retail deposit services product manager in Winston-Salem at the headquarters of a bank whose name was first appropriated and slapped on another bank to hide its customer service sins and moved to Charlotte. More recently its name has ignominiously disappeared from the North Carolina scene.

Our team created products but we also killed old ones that were no longer promotable and in most cases less desirable alternatives for the consumers that owned them. It was then that I formulated what I called Zenner’s First Law of Bank Marketing, which is that you can never overestimate the inertia of your customer base.  It was amazing how difficult it was to get people to do something that was clearly in their best financial interest and give up a legacy product.  Inertia is king.

This same bank before it was sacked and plundered undertook a sincere effort to create a new strong customer service culture in its retail offices with what they called the Personal Banker.  Every retail bank customer was assigned a person they could call for whatever they needed from travellers checks to an IRA account and beyond. Personal Banker developed some tremendously loyal customers but the fact of the matter is that most people’s day to day needs are pretty modest and they don’t need a personal banker. The SVP who created the program would cringe watching customers in focus groups joke that they had had 4 personal bankers in the last two years and never met any of them. This heroic customer service program eventually sunk under its own weight…a promise that couldn’t be delivered at a reasonable cost.

What brings this to mind this morning is a half hour I spent on the phone (Skype actually) with the company that provides cable and internet into my home.  I seldom try to reach them unless I know I’m going to have at least an hour I can spend being shuttled back and forth between automated phone systems and clerks with various scripts.

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A Toilet is a Toilet…Right?

old toilet handle

by Jay on September 15, 2011

“Squander” is a concept for retrospection. Few people realize they are doing it when they are. When buffalo were taken to the brink of extinction few buffalo hunters imagined they were even making a dent in the vast herds that roamed the plains. Then all of a sudden they were nearly gone.

Evidence is gathering that clean water is also endangered and is a resource  among many that must be managed and not squandered.

A few years ago when a drought threatened Durham’s water supply the community responded admirably and I believe changed a lot of attitudes that took for granted cheap, abundant treated water. Couples rediscovered the fun of showering together. Shower water was being recycled in toilet tanks. Lawn watering dropped. People stopped leaving the water on while they brushed their teeth or did the dishes.

The concept is called sustainability. And here in the land of conspicuous consumption we are beginning to take ideas from other parts of the world and adopt them. One of them is the dual flush toilet.

I saw in City Manager Tom Bonfield’s weekly email newsletter that the city has been offering a rebate of $100 to anyone using city water who replaces an old toilet with a Water Sense toilet. So I went shopping at Home Depot to check in with my Realtor buddy Homer who works part time in the plumbing department.

I got there just as Homer…who is a big ‘ol guy…was lifting a big toilet box onto an dayglo orange cart for a customer.  As the customer departed I commented on how easy it looked.

“Got to make it look easy so they don’t get discouraged. They are actually pretty heavy. If they seem to be concerned about it I tell them to open the box when they get home and carry the pieces in one at a time. The bowl is still pretty heavy and awkward but not as bad as the whole box.”

“So,” I asked, “are you selling a lot of toilets.”

“I do. It seems to come in waves. It’s funny how a lot of people research this stuff to death online and think they know exactly what they want.  Others are totally surprised and overwhelmed by the choices…and what we have in the store is just the tip of the iceberg in terms of choices.”

“How about the water saving toilets. Are they popular now?”

“Oh yeah. But most toilets are now. The designation is “WaterSense” and that applies to any toilet that flushes a maximum of 1.28 gallons.  The legal maximum for any toilet is 1.6 gallons and we only carry one or two of those in stock.

“Does less water mean a weaker flush?”

“No. On a scale of 1 to 10…which is how they are rated, most of the toilets are 10. A couple are 8. We have one rated at 2.5 but I’ve never sold one. It would still clear the toilet most of the time.

“How about the dual flush? How does that work?”

“They work great. I installed the cheaper of the two models we carry in my home. I paid $118 but they’re now priced at $98.”

“The rebate is $100. That means you’re getting a free toilet.”

“Absolutely. The more expensive one is $198 dollars. It’s a name brand that most people recognize, but I’ve been very satisfied with the one I’ve got.”

“How do they work?”

“There are two primary mechanisms in almost all toilets, the fill valve and the flush valve. In a dual flush toilet the flush valve is a little more complicated than the one in a standard toilet. Instead of the lever you are used to seeing on standard toilets there are two buttons that activate the flush valve, the “liquids” button uses 1 gallon and the “solids” button uses 1.6 gallons.”

“And that still qualifies as WaterSense?”

“Oh yeah.  Think about it, in most households you would be using the liquid flush much more than the other and that would pull the average way down.”

“How much water can you save?”

“Well, of course, it depends on how many people there are in the household and how long they’re home and what their habits are…but it can be significant. A half gallon here and a half gallon there can add up.”

“Are there any limits on how many toilets you can install?

“Used to be, but there doesn’t seem to be anymore. All the info is at www.durhamsaveswater.org.

“Any other advice?”

“Yeah. Install it yourself and save another $100. There’s a video on the HD website that’s pretty good. I like the idea of getting a little dirty and learning something about your house…Oh, and one other thing. Don’t throw out anything until you’ve filed for your rebate. You’ll need your receipt and a few other things to get it. Do it as soon as you install it too. The paperwork for mine is still sitting on my desk and the box is sitting in the living room. This is for months.”

“Well, let’s load a couple of the dualies for me.”

“If you write something up about this for your blog make sure you get my name right.” Homer grunted as he put the second box on the cart. “Damn,  when I was getting my English degree I never thought I would become an expert in toilets.”

“Ha. And sustainability too.  Aren’t you something of an expert in hog waste lagoons too?”

“Yeah, I was. Don’t get me started. What a way to be shunned at a party. But you’re right, that was all about sustainability too.”

“I’ll take your word for it.  Installing two toilets is excitement enough for one day.”

“Adios my friend!” he said as he waved me towards the cashiers with my cart full of toilets. He seems to be adding a lot of Spanish phrases to his vocabulary since he took this job.

 

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Crime in The Bull City

September 6, 2011
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Homer’s take on Crime in Durham I usually run into Homer in Home Depot where he has had a part time job for several years now. But this time I saw him in the buffet line at the Hope Valley Country Club where the monthly luncheon meeting of the Durham Regional Association of Realtors was [...]

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Football – Another reason to love the Triangle

September 5, 2011
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The Independent Weekly’s August 31 issue tackles the question of “can college pigskin survive.” I kind of expected a whiny diatribe about academic integrity and the imminent fall of western civilization but it was actually pretty balanced with different articles showing different sides of the question. I do have a little bit of personal perspective [...]

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National Night Out

August 17, 2011
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I’ve been in this quiet little neighborhood near where Hope Valley Road and University Drive intersect for 10 or 11 years now. There has been very little crime here other than change being taken from cars and a few break-ins when nobody was at home.  But a few years ago a neighbor walked into her [...]

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Carbon/Silicon – The News

August 1, 2011

Here’s a feel good anthem to cheer you up after the dreary debt ceiling debate. Thanks to Brian Clark who posted this on Google + . Speaking of Google +, I’m experimenting with it. Like what I see so far especially the “circle” thing.   Here’s the other video from the Full Frame Summer Camp [...]

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Full Frame Doc Camp

July 27, 2011
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One Monday in July of last year, I took the opportunity as I often do to write up a little summary of the weekly program of the Durham Rotary Club for the Club’s bulletin. That particular Monday the write-up was about a program delivered by Deirdre Haj, the recently named Executive Director of the Full [...]

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Our Urban Orchard

June 10, 2011
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This listing is special. If you are an organic gardener, know one or have aspirations to eat healthier and reduce your carbon footprint, check out the video tour below and learn more at www.OurUrbanOrchard.com 1114 Woodburn Road

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Durham, Don’t Break My Heart

February 14, 2011
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An Editorial to Remember Apparently I’m not the only one that has noticed that proofreading of the hometown Herald-Sun has slipped recently but they made up for it in my book this morning with a lead editorial on Valentine’s Day entitled “A Valentine in 495 Words” that was almost lyrical in it’s description of loving [...]

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Homer moves to Appliances in Home Depot

February 12, 2011
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Recently a client asked me to help her pick out a new kitchen faucet. I was in the neighborhood so I visited my local Home Depot to see if I could get some help from my friend Homer. If you follow the blog you know that like a lot of other real estate agents Homer [...]

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