When Customer Service Sucks!

Have you ever called for support to find out that it was offshored to the lowest bidder?

How does that make you feel?

The company that’s offshoring thinks their saving money on good enough service. It’s a short minded and short sighted approach that doesn’t work long term as it alienates customers that want better support and are willing to take their business elsewhere. Soon, customers will get fed up, find another provider, tell everyone they know about their bad customer support and the exit picks up.

The dominoes are falling.

Some companies will recognize  their mistakes and bring back their call center in country or in-house. Some will blame their own people claiming sales or marketing are not doing enough. Some will arrogantly blame their customers. Some will do nothing and continue to atrophy. Some of the leaders who instituted the service failures will leave and recreate the horrible service elsewhere. They may even fail upwards and get a promotion because they saved money in the short term but not everyone can connect the dots to declining sales revenue and profitability to the offshoring disaster. It’s easy to shift the blame around.

Sometimes the bad support is internal to your own company. There’s not a lot you can do in this case. The CEO and executive team saved money by moving critical services for it’s employees offshore such as payroll, commissions, travel, HR, operations, benefits and medical.

Have you ever tried to get even a simple medical procedure or service and it was denied? Maybe it’s for your children. How does that make you feel? I bet you would be pretty ticked off. Maybe you fight it, it takes hours on the phone trying to explain your case and your told someone will get back to you but they don’t. You follow up, get someone new and start all over again and again to find out after hours, days, weeks or months of painful debates over the telephone or worse by email or chat that the medical director declining your requested test, scan or procedure isn’t even from your country. They are on the opposite side of the planet. Maybe you have the most expensive PPO or best medical plan available but you were denied. You fight it. You appeal it. But you lose. If you want the test or treatment, it’s on you. It’s out of pocket.

How does that make you feel?

What can be done about?

Is it that hard for an organization to deliver “Heroic” support?

Share your comments below.

Sacramento California

Sacramento Travel

Hotels
When staying in or near Sacramento for business I like to stay at the Marriott Rancho Cordova
or the Embassy Suites Hilton Sacramento Riverfront Promenade by the American River.


For business near Rancho Cordova, I stay at the Marriott.
11211 Point E Dr, Rancho Cordova, CA 95742 – Phone: (916) 638-1100


The Marriott has a nice restaurant inside called Formaggio serving American cuisine and there
is a Starbucks next to it. Starbucks closes at 4pm.
There is a small fitness center to get in a work out with several ellipticals, treadmills and cycle
machines. Also, there is a rack of dumbells and a resistance machine.
There are free waters, water station and towels.
There is a nice outdoor heated pool and hot tub.
The hotel has a free parking lot.
The rooms are nice, clean and comfortable with refrigerator and coffee maker.


Marriott website:
https://www.marriott.com/hotels/travel/sacmc-sacramento-marriott-rancho-
cordova/?scid=bb1a189a-fec3-4d19-a255-54ba596febe2

The Embassy Suites is located near downtown and I stay there when having business in the city.
100 Capital Mall, Sacramento, California 95814 – Phone: (916) 326-5000


There is a restaurant called Tower Bridge Bistro and a separate eating area for less expensive
food options like pizza, sandwiches and snacks. There is a free limited breakfast and a free
limited happy hour with snacks and complimentary drinks in the evening for hotel guests.
There is an indoor pool and fitness center.
Parking is by valet and may take over 10 minutes to get your car so leave plenty of time to plan
for this. Even calling down ahead of time does not shorten the time it takes to get your vehicle.
Just plan for it.
There is coffee outside by the steps for those getting their car from valet.

The suites are nice, clean and comfortable with refrigerator, microwave, sofa bed and coffee
maker.
This hotel is located in the city and around the area are some sketchy people. The last time I
stayed there, around 5:30am it was dark and I was outside on the hotel steps waiting for my car
to be brought around to head to the airport and a guy on a bicycle with tattoos on his face,
neck and hands road up to me asking for a cigarette.
Hilton Embassy Suites website:
https://embassysuites3.hilton.com/en/hotels/california/embassy-suites-by-hilton-sacramento-
riverfront-promenade-SACESES/index.html

Car Rental
I usually use National for their walk up to any car and drive away program. It’s super
convenient and doesn’t take a lot of time.
https://www.nationalcar.com/en/home.html
Airlines
Depending on where I am going, I usually use American Airlines or Southwest Airlines.
https://www.aa.com/homePage.do
https://www.southwest.com/
Restaurants
In California and Sacramento area, it’s hard to beat the taste or cost of In N Out Burger. Two
cheese burgers and a fry are less than $5.
Weather
I joke that the weather person has the best job in California. In May through September that is
mostly true. They could say mostly sunny, put it on a video loop and check in at six months…
That is not always the case during wild fire season around the end of October timeframe. I
recently traveled to Sacramento for a few days and there were several fires raging throughout
the area and the state. The day before flying into Sacramento there was a fire near the airport
and the 5 freeway and 80 were closed off, cars were abandoned and they melted to the
ground. The center divide between the lanes burned, grass fires started up and quickly spread.
It really is a scary and dangerous situation. I called my hotel, this time the Marriott in Rancho
Cordova and was told that everything was fine in the area. An hour later, the news showed fires
in the nearby area. It’s important to check the current weather situation when traveling
anywhere.

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Door To Success

Business Travel
Bill Gates told his Harvard professor that he would be a millionaire by the age of 30. He became a Billionaire at 31.
 
Success represents different things to people, money, power, freedom, everyone has a different viewpoint.
 
Anyone who wants to be successful must be willing to step out of their comfort zone, out of complacency and stretch their abilities until they achieve their targets. And yes, targets are needed. And a purpose is needed for inspiration to get you through the difficult times. A reminder of your WHY you are desiring to over achieve and walk through the door to success.
 
But, some people walk up to the door and push and push and keep pushing , getting nowhere because the door says pull but people have a confirmation bias that they believe pushing is the way and the only way to succeed so they keep failing over and over again never walking through the doorway to success.

That is why young minds are the mindsets that build the next Billion dollar business. They aren’t set in their ways and keep an open mind to learn new things. They don’t have Confirmation Bias. They are adaptable, open and are willing to learn new things and can be taught and coached to achieve success.  Think Bill Gates, Michael Dell, Larry Page, Sergey Brin, Steve Jobs, Elon Musk, Larry Ellison and Jeff Bezos to name a few who started their journey to Billionaire status as young adults with an open mind and a desire to change the status quo.
 
What does that mean to you? Are you pushing or pulling? Are you on the right ladder? Do you believe in yourself? Are you doing the right things every day, long enough to see dramatic change in your success?