In my world, yesterday was a particularly annoying day. It seemed that everywhere I turned, I was dealing with someone who presented more roadblocks and hurdles, than customer service skills or solutions.
The final straw was my Investment Services Advisor at Chase. Since 12/22/09, I’ve been trying to accomplish something relatively simple… gain online access to management my account, and withdraw funds, if needed.
The final hurdle required filling out a form to enable withdrawal of funds. The regional manager of investment services was supposed to send me that form two weeks ago. Turns out there is no printed form. You have to sit at the desk of the investment advisor while he/she enters the data. Did I mention that I needed to have a voided check from account. Account number and routing number would not do. Oops, another trip home and back.
What scares the daylights out of me, is that the Investment Advisor cannot seem to accomplish anything without getting on the phone to some other person, in some other office. I’m not certain whether this is an absence of knowledge or a bureaucratic jungle. It’s probably some of both.
It made me ask myself a few questions that probably are worth asking yourself, too.
What do your customers or prospects find difficult, when doing business with you? What is a struggle, that should not be? And if you could simplify matters, how might it benefit your business?
Andy Ebon
The Wedding Marketing Authority
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