“If it weren’t for customers, we could get our work done.”
Adults indeed say the darndest things.
Don’t you wonder how some companies stay in business? They spout platitudes about how much they care about you and that customers are paramount.
Then they go and do something incredibly stupid.
Here's an email I received recently (identifying information deleted):
Thank you for contacting us. As for as why our department does not receive incoming calls, there are many reasons. The greatest of these reasons is that if they were required to answer phone calls in addition to their paperwork that is sent to them every day, they would have a much more difficult time processing the requests they receive. Please be patient as our department looks into your request. Thank you and have a wonderful day.
In other words, paperwork trumps customers.
It’s marketing’s job to make sure there is consistency in everything a company says and does.
Marketers, you have work to do!
