Wednesday, April 6, 2011

Don’t push me to the brink

- Mobile number portability got introduced in India some days back. When unhappy customer tried moving to other telecom operator she is given cheaper monthly rental and very attractive call rates plan.
- An employee stays with a company for years but when desired growth doesn’t happen she finally resigns, disgruntled. Then same company offers her a good salary hike plus other perks.
- A service offered is not up to the mark. Customer requests, grovel, cries; in vain. She threatens to sue the company in consumer court. Service is provided and some placatory compensation is doled out by company.

Why companies push people the brink and when customer is about to cut loose then same company try to retain them. It doesn’t work. Once human loyalty is hijacked, you won’t be able to rekindle same faith in customer. You might be able to retain customer but she won’t act as your advocate. She will be there with you just for the time being and something better will lure her away. Broken trust is nearly impossible to repair. And in this lightening paced world people don’t have time to trust you for the second time.

Dear corporation, don’t push me to the brink.

Dear Executive, Are you reading the stats on how many people were pushed to the brink in your company, how many of them stayed back, stayed for how long, anything you could have done to not to push them to the brink?

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