Tag Archive: customer service


Winning the Off-Season

Filed under: Customer Service, Dating, marketing, Networking — Leave a comment
March 21, 2012

The Kansas City Chiefs sure are doing a lot to improve their team right now in the off season.  Every year the goal is to be the most improved team between the time that the super-bowl finishes and the Week 1 game starts.  This is Done through complicated free agent moves and draft choices as well as implementing new forms of offensive game-plans, plays and defensive strategies.  There is a lot of work that goes into the win prior to the game.

Kansas City, Seattle, Denver.  All good examples of teams that look to be “winning the off-season” right now in football.  What is your company or organization doing right at this moment to “Win” the off-season?  It’s not all about the sale, it’s about the product, new developments or research. Sometimes heightened customer service or community involvement.  Really ask yourself, are you winning the off season? The time in between sales? And if not, why not?

In the dating world, if your single or newly broken up.. Are you in the gym? Starting a new hobby?  Have you done anything that you could talk to another human being about in the last 5 days that they would find remotely interesting?

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Bank of America teams up with FED EX

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April 14, 2010

So initially I wasn’t upset.  More amused with how Bank of America can’t actually seems to keep track of how badly they service the customer.  At this point I am now becoming irritated, thus the links.

Bank of America decided to finally send me my documents…  or my condominium complex my documents.

Even though Bank of America technically owns my residence they neglected to include a unit number on my refinance documents.  Fed Ex had my phone number and called to leave a message saying they needed my unit number.

How does this happen?

Either way I called them back to try to locate me.   They couldn’t even find the documents that were to be sent.   Further more a Bank of America associate had called me the day before any documents had attempted to arrive to ask if everything had gone ok and I had asked them to follow-up with me on the following Tuesday and leave a message with a number for me to contact them at.  That would have been exactly a week ago.

Have not heard a thing from Bank of America in fact I tried to call them 3 times last night and just speak to a live person.  the first call I didn’t identify myself and the system hung up on me.  the following calls I pressed all the little buttons they wanted and got transferred around about 100 times and even was on hold at times in order to press more buttons but did not successfully speak to a real live person.

FedEx gave me some number to reference but I have no access to that message and no idea what number it was that they left.  At this point, in dealing with a mortgage refinance in which one way or another I represent 600,000$ in overall revenue and at least 200,000 in profit over the next 30 years you would think that they would treat me as more than just a #.   Afterall I represent a profit of at least 6k per year for no reason other than staying with them as my lender.

All I am is a number bouncing around between two giant companies that don’t have any time or resources for me.  If there are other people who are being treated like I am this is a huge problem as a corporation.  5 of me = a net loss in profits of over a million dollars.

Don’t let this happen to your company.

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More on Bank of America

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April 3, 2010

Shortly after the previously mentioned incident Bank of America decided to call me again for a similar reason.

They called me on March 20th at 1:17 pm.  The time and date are very important.

in a summarized version the phone call went something like dear homeowner who has requested a loan.  I know you live in Seattle but let me invite you to a conference in Nevada that is free for you to attend (I was fine with the location incidentally).  The conference is about options to help you keep your home!   Well cool… if only it wasn’t on Saturday, February 20th from 10:00 am to 2:00pm.  Now even if they got the month wrong and meant March 20th which was also a saturday..  By the time I got to Nevada it would most likely have been over for several hours.

Thanks for the prompt and timely phone call fellas.

They called me 2 weeks later to remind me about the month and a half month old conference.

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Bank of America’s Customer Service

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April 3, 2010

So recently I applied for a modification to my home loan. My income for the time being has taken a serious hit. A customer service rep called me up to let me know that due to increased requests at this time, I would be receiving an additional 30 days on my “grace period”. I clarified, so you mean after you start my temporary modification I will get an extra 30 days? No, you will be receiving an additional 30 days before we respond to your modification request he clarified. I told him in the future to avoid making other customers as mad as he made me in that moment that he should say something closer to the effect of: in order to process the loan modification and reduce your monthly payment, Bank of America is going to need an additional period of time that could be as long as 30 days to process the request, we know the hardship this may incur and we only ask for this time so we can do our very best with you and your request.

I would have been much more pleased with that… I doubt the person understood me though he had a very thick unidentifiable foreign accent.

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