OUR TAKE - When 99% is a Failing Grade

Recent Editions of CRMAdvocate

06.08.10 Slow Crawl Toward the Truth 06.07.10 A Crisis of Trust 06.04.10 Stealth Advocates 06.03.10 Hippos and the CCO 06.01.10 The Solitary Veto 05.28.10 Who Controls the Game?

Lasting Impressions:
Everybody sooner or later, sits down to a banquet of consequences. - Robert Louis Stevenson

Responses to the columns on a crisis of trust from a slow crawl towards the truth have been insightful and passionate. I can always count on CRMAdvocate readers to have a great "take."

There are two prevailing ideas to share with you. First, seemingly small problems can actually be big problems. In this example, PG&E stressed that 99 percent of its SmartMeters have had no problems. But 1 percent still means 50,000 customers are being affected. A big number by anyone's standard. And if it is only one customer affected, it's a big deal to that one customer.

One reader responded with the following: "The company should focus on the individual customers rather than playing the numbers game. While 99 percent of the devices working perfectly may be an A+ in many classrooms, that doesn't mean that every single one of them works 100 percent of the time." Suddenly an A+ is looking like a failing grade, especially in the classroom of public opinion."

More reader thoughts tomorrow. That's my take. What's your take?

Gary Lemke, Publisher

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