Speed Trumps Caring - CRMAdvocate: 9/26/2012

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My Take: Speed Trumps Caring
Gary Lemke, Chief Customer Advocate (September 26, 2012)

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Today, Seth Godin writes that the simplest customer service frustration question of all is "Why isn't this as important to you as it is to me?"

I don't disagree that it is an important question. When there is a disconnect in priorities between the customer and the service provider, frustration is likely. It certainly resonates with "they don't care how much you know until they know how much you care." But are there other questions that might be even more important?

Allow me to suggest a contender: "Why can't you solve my problem right now?"

Often speed trumps caring. Do I care if you care as long as I don't have to wait in line? Do I care if you care as long as you answer my phone call in the first few seconds? Do I care if you care as long as you don't make me jump through a bunch of hoops before solving my problem? Yes, a smile and empathy are important but speed and efficiency are coveted more.

What's your take?

Gary Lemke

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