October 16, 2019 /
Comments Off on Everyone is in Customer Service

Everyone is in Customer Service

Yes! I.T. departments are in customer service.

Yes! Accounts departments are in customer service.

Yes! We are all in service.

Exposed by a simple problem

We recently had a problem doing a simple transaction uploading a Bank Payment file.

Screen shot of Banking error sowing how the forget about customer service

For some reason we were getting the weird error above.

The bookkeeper at my mystery shopping business had spent the morning trying, and I invested the whole afternoon.

I called the bank in sheer frustration. Maybe they could help me?

To my horror, I found out that the upload system had been down for weeks and might be down for another two weeks.


Everyone should have service foresight

No-one in the IT department had the foresight to put a small message on the page to say there was a problem, not spell out the workaround.

It would affect hundreds of business customers. It was a silent inconvenience.

The I.T. silo is in full isolation mode.

Everyone is in Customer Service. Everyone.

July 12, 2019 /
Comments Off on The iconic brand doing a Blockbuster

The iconic brand doing a Blockbuster

An iconic Australian department store (DJ’s) is doing its best Blockbuster impersonation.

They are reducing two Sydney flagship stores to 1, and eliminating 6 floors.

Profits have been declining every year for 15 years (lightening reaction times).

Online sales rose 46.8 per cent and now account for 7.7 per cent of total sales.

But they call it a “retail recession”. 15 years is not a retail recession. More like a crusty brand recession.

The wonderful DJ’s service was legendary, but the legend is built around invisible staff and awful service.

Service counts more than ever in physical stores but it’s the place they cut.

They had/have a chance to fix it if they become an iconic.com.au but they are probably cooked.

They saw their purpose as a multi-brand landlord, but they should have considered themselves to be a multi- brand marketplace.

This would have enabled them to pivot to online.

When service and purpose clash it’s like waves crashing on an outgoing tide.