BUT …… if you want evidence that small is beautiful and big is ugly in our brave new technological world …. This is classic.
I discovered Mozilla Firefox a couple of years ago and found it to be better than Internet Explorer as my browser.
I had no problems until about a month ago when suddenly, and for no apparent reason to me, Firefox crashed a couple of times. At first it was occasionally crashing until two weeks ago when it crashed at least 6 times a day. This week I was finding it crashed at least 10 times a day. I kept getting the same message about a crash report being submitted to Firefox and I could add my own comments.
My comments got increasingly angry until I finally lost patience two days ago and said that if someone did not respond to me this time – probably my 20th attempt to get a response - I would switch to Internet Explorer.
Nothing came back and so I switched. Explorer is working perfectly. I didn’t want to change; I was very happy with Firefox; I found it much better than Explorer when I originally changed two years ago.
What irritates me most is that Firefox doesn’t seem to employ human beings capable of answering a message and as a result I left them.
I’m really sorry about sacking Firefox but they have lost me as a customer. I often told people Firefox was a great browser; I now tell people the opposite.
I really wonder about customer service in these large impersonal virtual organisations.
Customers matter whether you are a big or a small organisation. At least with a small organisation there is a good chance you can find a human being who is actually alive.
In large institutions I sometimes wonder how you go about finding someone who gives a toss about customers … or if anyone is vaguely interested in the individual …. Dream on Trevor methinks
Complexity is rife in large organisations and yet overlooking the simplicity of recognising and valuing individual needs, means running the risk of losing your loyal customers.
Oh for the Simplicity of loving your customer – why is that so hard to do?