My week as described by conversations I had with customers.
Monday… Customer 1: “I’m no longer the contact for this account. Please reach out to my coworker moving forward”
Me: “Ok, I have updated our list. Thank you!”
Customer 1: “DO NOT call me. I don’t have time to deal with your questions. So make sure your team knows to not reach out to me moving forward.”
Me: “Of course. I will make sure they know.”
Wednesday… employee reaches out to new contact. No response.
Thursday… employee reaches out to new contact. No response. Reaches out to backup contact who recommends another person. Reaches out to that person who says “yeah I’ll take care of it.” Person, unbeknownst to us, goes to customer 1 to ask for help.
Friday… Customer 1: “Why did your employee reach out to him?! He is NOT the right contact! I told you who to contact!”
Me: “I apologize. We had tried unsuccessfully to get a hold of the contact and were recommended that person. We will remove that additional person as a backup contact.”
Customer 1 “SHE IS HERE! She would have answered, clearly you didn’t try! Why would it take you 3 days to try?! And if you can’t get a hold of her then why didn’t you call me?!”
Tuesday… documents given to me to process. Need to be completed by end of day Thursday.
Wednesday afternoon… haven’t had time to handle documents. Stay 2 hours late at the office to do them so they are not last minute.
Thursday morning… Customer 2: “Why am I just getting these now?! I should have had these on Monday!!!”
Customer 3: “why did you mail this to me? It goes to one of my employees, not me. Why does it have my name on it? Now I have to walk over and put it on my employee’s desk!”
Me: “I apologize. I will work with our team to ensure your letters have the correct name moving forward.”
Customer 3: “Well how are you going to address this? This has never happened before, so clearly someone is not doing their job.”
Me: “I will speak with the whole team to ensure we are verifying the correct attention to. Thank you so much for bringing this to my attention.”
Customer 3: “This seems like a basic task, honestly. I don’t know why you wouldn’t be able to just put the right name on it. It’s the same address, same suite number. Just change the name. How hard is that?!”