Case
The secretariat is asked to give information
about who within the organization manages a specific business area.
The secretary’s answer:
“The person you are looking for is… .
You can find them on the following number and e-mail address.”
“I am not sure who the manager
responsible for those projects is. I will check and get back to you/I will
now refer you to my colleague who will be able to answer your query.”
“I am sorry but I have absolutely no
idea who that might be/what you are talking about.”
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We as people are taught that not knowing is nothing to be ashamed of as it is our thirst for knowledge that makes a difference. However, in business context this does not prove to be true. In different contexts it might signal laziness, lack of interest, lack of motivation, lower intelligence. In organizational context it signals dysfunctional communication, lack of transparency, lack of employee inclusion, miscommunication, dishonesty… the list goes on and there is not a single positive characteristic on it.
The first answer provided above indicates a company where all processes are controlled and information is shared at an appropriate level. Normally, consumers and partners trust such companies the most.
The second answer points to a company where either size, branches or business structure makes it difficult to manage everything from the headquarters. The company probably has a higher level of independency of structure or employees. However, navigating through the structure presents only a minor difficulty. Consumers and partners generally trust such companies but do get frustrated while trying to navigate through different departments in order to find the one they need.
The third answer is an example of an organizational mess. Consumers and partners generally do not trust such companies as they perceive them as unprofessional, inefficient, possibly dishonest, excluding employees from policy, lacking control over the business.
In addition, one should consider that wasting time on finding information or getting a service will deter many consumers or potential partners who do not deem the company or the service irreplaceable.
The company’s reception or service desk is the company’s face. As incredible as is it a rude receptionist could do a lot more damage than a minor marketing setback. One of the reasons is that nowadays people buy much more that products and services. They buy experiences. For them it is important to receive a positive experience in connection to a purchase. That is why being tossed around from department to department while finding the right one or being served by an impolite and resentful employee is often a deal breaker.
In B2B communication the need to make 3 or 7 phone calls in order to talk to one person means losses. Time is money indeed. Therefore it is expected that if such situation occurs business prospects in many cases will decline. Rudeness at organizational level means directly closed doors. Of course, here has to be considered the importance factor. There are those companies who one would wait as long as needed to talk to and who can allow themselves to be as rude as they like.
However, practice shows that such companies do not do well in the long run. Being thoughtful and careful with your partners and customers is one of the requirements of contemporary business. Therefore it is a must to provide a splendid customer service that will fulfill all requirements your stakeholders might have. The information paths should be clear and easy to follow and employees should be educated in the importance of serving customers with the necessary respect and care and, just as importantly, in a timely manner. Do not risk a company’s image on a “don’t know”!
The first answer provided above indicates a company where all processes are controlled and information is shared at an appropriate level. Normally, consumers and partners trust such companies the most.
The second answer points to a company where either size, branches or business structure makes it difficult to manage everything from the headquarters. The company probably has a higher level of independency of structure or employees. However, navigating through the structure presents only a minor difficulty. Consumers and partners generally trust such companies but do get frustrated while trying to navigate through different departments in order to find the one they need.
The third answer is an example of an organizational mess. Consumers and partners generally do not trust such companies as they perceive them as unprofessional, inefficient, possibly dishonest, excluding employees from policy, lacking control over the business.
In addition, one should consider that wasting time on finding information or getting a service will deter many consumers or potential partners who do not deem the company or the service irreplaceable.
The company’s reception or service desk is the company’s face. As incredible as is it a rude receptionist could do a lot more damage than a minor marketing setback. One of the reasons is that nowadays people buy much more that products and services. They buy experiences. For them it is important to receive a positive experience in connection to a purchase. That is why being tossed around from department to department while finding the right one or being served by an impolite and resentful employee is often a deal breaker.
In B2B communication the need to make 3 or 7 phone calls in order to talk to one person means losses. Time is money indeed. Therefore it is expected that if such situation occurs business prospects in many cases will decline. Rudeness at organizational level means directly closed doors. Of course, here has to be considered the importance factor. There are those companies who one would wait as long as needed to talk to and who can allow themselves to be as rude as they like.
However, practice shows that such companies do not do well in the long run. Being thoughtful and careful with your partners and customers is one of the requirements of contemporary business. Therefore it is a must to provide a splendid customer service that will fulfill all requirements your stakeholders might have. The information paths should be clear and easy to follow and employees should be educated in the importance of serving customers with the necessary respect and care and, just as importantly, in a timely manner. Do not risk a company’s image on a “don’t know”!
DIDI
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