Re: To your customer, it's one company

Rebecca Newton — Wed, 07 Nov 2007 04:25:35 -0000

Here here! I am so glad to see this blog entry, Jake. And your commen, Jharr. This opens up a conversation about hiring and managing, imo. Because that's where the real problem is in the experience you shared with us.

The lack of proper hiring and the serious lack of proper management in business is epidemic. Employees should care enough about the company to want to help the customer, which means they need to be paid properly, trained properly, managed well, and recognised for good customer service regardless of their position within the organisation.

And hiring on the front end requires more than "is there air on the mirror when he/she breathes?" But you'd never know it anymore. Many companies don't even bother calling references or checking on CV information. I've seen Management positions filled without any reference checks.

But back to your point, Jake, you're absolutely right. And I can't believe someone at AT&T didn't jump on fixing this problem for you, especially since you're paying MORE than the broadband customers! Time to find a new provider or push your observation up the AT&T CS ladder.

Re: To your customer, it's one company

jharr — Sat, 03 Nov 2007 14:27:56 -0000

This goes for corporate partnerships/sub-contracting as well. When you sign a deal to be a partner you are assuming the other company's reputation and ability to execute. If they fail a customer you share you fail as well.

"Your internal org chart...means nothing to me" So very, very true.

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Re: To your customer, it's one company

Re: To your customer, it's one company