Bye Bye Voda?

Maybe I’m just becoming (an even grumpier) grumpy old man, but one of the things I’ve noticed as we’ve talked ourselves into recession is a steep decline in customer service.

Why is this? Some thoughts:

• as companies are becoming stressed about their future, they are giving less thought to ensuring their customers feel valued
• as staff feel their jobs are less secure, their discontent shows in the way they handle all types of customer interaction
• as I spend my money as a customer, I feel companies (and their staff) should be more grateful that I’m still spending

I don’t have any hard data to back this up, but I can relate something anecdotally.

Vodafone, my mobile service provider, have been a company I’ve unhesitatingly recommended to friends and family. I know of a few people who’ve switched to them on the basis of my enthusiastic endorsement of their customer service.

As well as my mobile phone account (with very healthy ARPU) I also bought a mobile broadband connection - which I’ve subsequently passed on to a colleague who is using it (and paying for it) in my place. We couldn’t do this formally as he is an ex-pat american, and has no credit history here. So far so good.

Except that last week Vodafone suspended my mobile phone. Why? Because the payment for the mobile broadband was overdue… by TWO DAYS. No warning, just frustration as a result of a very modest oversight.

I suspect their reaction would have been more in proportion had this happened a few months ago. But, with my contract just two months from renewal date, I feel the other networks beckoning.

I’ve seen this type of corporate response in various ways over the past few weeks (though not as dramatic) from larger companies.

Interestingly, the smaller businesses I deal with (personally and professionally) seem to be a very different story - and I believe this is an opportunity smaller businesses can seize - to show customers what great service really is, and win market share on the back of it.

Here’s hoping.

Tags: customer lifetime value, customer service, recession, vodafone