Is good service honest service?

My iphone is being repaired at the moment. I sent it over a week ago, by special delivery. They have a neat little “track your order” facility. So I was notified when it arrived and also when it switched to “pending”, whatever that means. The site talks about a 24 hour turnaround time, but it’s now a week later and my status is still “pending”. Pending what – them getting the part, their technicians to finish lunch, or just me calling in to chase it along. After getting no response from emailing the site, I tweeted them and was told it should be with me on Tuesday. Well it’s now Friday and two further calls go unreturned.

I’m guessing that, like everyone else, they’re struggling with logistical delays due to the #uksnow – parts are coming in late, maybe they’re short of staff, or backed up deliveries are waiting to go out. Anyone reading the press would know this and I think most are sympathetic of this sort of “act of god” scenario. I certainly am. But if this is the cause of the delay, what I find odd is that they’re not telling me?

Is it ever a good thing to keep a customer in the dark?

Personally I’d be very happy if they moved my iphone status to “delayed” with a new estimated delivery date. It’s the ‘not being kept informed’ bit that I find annoying. It’s costing me time and effort to call in and chase them, and it’s all wasted if no-one responds. Result: I grow increasingly dissatisfied with a service that is probably (and I am guessing here as I’ve not been able to speak to them) in a situation for which I am actually sympathetic.

I’ve spoken to others in similar situations recently, many of whom are waiting on christmas gifts and fearing the same. It’s that word “fearing”. Why would any service provider allow their customers to feel fearful about their purchases? Surely it’s better to have them confident that a problem is being dealt with?

The truth that the service is experiencing delays is a negative, but a known negative is better than an unknown. It’s the same principle with queuing. People tend to be much happier to queue if they know why they’re queuing. I’ve read a study (still trying to retrieve it) that demonstrated how showing a queue of people video footage of the front end of that queue, helped them to stay patient. They knew what to expect.

Ignorance is not a good thing in a service situation.

People don’t like not knowing. They like to be treated as adults. But I suspect many service providers in the current situation turn into fearful pessimists – they worry too much about the delay’s impact on branded commitments like 24 hour turnaround etc and opt to hide away from what they can see – growing numbers of increasingly angry customers.

My guess is the people repairing my iphone are in that difficult vicious circle where you hold off announcing problems to customers whilst you race to resolve them. But you run the risk of problems accumulating faster than you can resolve them, leading to ever more problems.

My vote – service providers need to think and act like optimists. Nip problems in the bud, be honest, admit to delays and demonstrate you’re taking steps to resolve it. Have faith in honesty. It’s probably the best brand value for long term customer retention.  Like I say to my son “if you do something bad, tell me. It’ll be better than me finding out another way.”

Have a great Christmas everyone. Hope all your gifts arrive safely!

UPDATE: Another example of this point – – when a service provider keeps people hanging on again and again whilst they faff about, leading to an outcome that is bad for the customer, and inevitably bad for the airline. Would be interested to know what airline this was, if anyone knows.

3 thoughts on “Is good service honest service?

  1. Nick Terry

    Not sure what airline that was, but an interesting proposition for their customers, perhaps a new kind of loyalty scheme!

    But to your point of being kept in the dark, why do BAA (in particular) and rail companies (most of the time) seem unwilling and unable to communicate with their customers? It happens everytime there is any kind of incident. The recent shenanigans at Heathrow have been a classic ‘head in the sand’ moment, infuriating tens of thousands of people affected.

    The Rail watchdog Passenger Focus said the recent bout of cold weather should act as a wake-up call for the industry to provide better information.

    Chief executive Anthony Smith told the BBC: “What we’ve seen recently is lots of cases where we’ve had websites saying different things, we’ve had phone lines saying different things and we’ve had staff saying different things as well.

    “That confuses passengers and makes them feel that the system isn’t looking after them.”

    Which, of course, says it all….


    1. joelbaileyuk

      Thanks for the comment Nick. I reckon the learnings from all this are:
      – plan for problems. Every service should know what failure risks it faces and plan to address them. The uk air industry has a poor track record on this front, but it’s a major challenge for any industry dealing with massive scale issues. Oh and one tip: don’t just rely on tech. We all need to up the emphasis on what frontline staff can do in these situations
      – information’s key, so we all need good disaster comms plan. London Underground post boards at the top of the escalators. What is the equivalent for an airport? You’d hope the electronic departure boards would do it, but apparently not. How else can you get the message through? SMS messages?
      Either way – major challenge but one worth dealing with. Heard one lady on the radio saying she never wants to visit an airport again. Which is unsurprising after 3 days in one.


      1. joelbaileyuk

        This is a great illustration of what we’re talking about


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