I am an awful customer. I want and want and want and I have NO sympathy for your issues. You are getting paid to serve me.
I am very open about service (or lack thereof) that I receive. Rogers has done more than well by me, Netfirms has been surprisingly available (although, they never did fix the issue), and then there are the ones I talk about with less satisfaction.
This week, I signed a new one year contract with a company that has ridiculous red tape to service, high prices – and has in the past randomly withdrawn extra money from my account that I still have not received back.
Why? My health. Their product is the solution, and as much as it bugs me to give them business, I’m not going to ‘kill’ myself over it.
(Think about how often I am going to recount my woes to other potential customers – hopefully they will lose more than what I’m paying them, in the form of lost business).
None of this is really my point (thank you for reading though!). When I signed my deal with the devil, the front staff asked me about my history with products of this type, what I was looking for, etc. They asked why I wanted to try the service before signing on and why I was reluctant to do business with them despite the strength of their product.
And they sympathized! They are so friendly and nice, and getting paid next to nothing. We’ve all been there. Most of us have worked places that we would have changed if we could have at the time – from fast food to marketing. As much as I want to grouch through the sign on process, I can’t take it out on this innocent, sympathetic, my new best friend, front desk person. It simply would not be fair.
As the ‘face’ of a recent redesign – I need to become the front desk person. Separating myself from the changes coming down from on high is how a webmaster or mistress can best survive the roll out of a new look and feel. Not many redesigns are done solo, and the person with decision making power is rarely the messenger when it comes to unveiling and softly enforcing a new web onto a community.
How do you manage change across the organization? How did your web team go about introducing and implementing change?