IMAGEM: TOOLS CHARACTER (animaniacis disney)
This week many companies experienced a worldwide problem of 3 applications being offline: Instagram, Facebook and Whatsapp.
The losses are still being calculated, because many will say: This was not in the scope or responsibility of the company, etc… etc..
Therefore, billions of professionals or clients were left like this “bear” character from the Woody Woodpecker cartoon.
We have talked a lot about digital transformation, but this does not mean that when the digital fails the company should not be prepared to act in the “manual” or “analog” way.
However, for any company to be ready for efficient crisis management, that company needs some employees with the same profile as the hyena, Lipy:
IMAGEM: TOOLS CHARACTER (animaniacis disney)
Lipy the hyena always has a realistic or pessimistic view of reality. And yet, many executives don’t like to have a hyena or someone of this type focused on risk by their side, because there is still too much “corporate jitters”. It is important to have a sales or marketing team always optimistic and saying that everything will work out, but what if it doesn’t?
Then you may ask me: how to hire or have a pessimist on the corporate staff? And what is a company and success case in being pessimistic, if I can call it that?
I will detail how this works:
First, the pessimistic company has to continue to have a customer focus.
Secondly, the company, its processes, employees, technologies, etc. must have in their hearts and minds the following mantra: when everything fails in the company, really everything, we have to use the old, offline, analog and traditional tools known as kindness and empathy.
In one of my articles called Reengineering 2.0, I brought this new vision, but now, in the examples below, I highlight how a pessimistic company has success in customer service and customer experience when everything goes wrong internally, but even so, customers admire their attitudes:
The customer calls company X’s call center, but all systems are down. What do company X and its employees do? They are authentic and mention the problem, but instead of asking the customer to call back later, the employee takes two old-fashioned tools known as paper and pencil, writes down the customer’s name and phone number, and says that he will call back once everything is resolved;
The customer accesses Company X’s website on the Internet, but due to some technical problem, the entire site is down. What does company X and its systems do? A simple page telling of the problem, but informing a public email address and of another provider, for example, [email protected], asking the customer to present his demand and we will get back to him as soon as possible.
The customer calls Company X’s call center, but all the attendants and employees are busy. What do Company X and its call center do? The voice portal (IVR, IVR, etc…) is authentic and mentions the problem, but instead of asking the customer to call back later, the system itself records in its database the phone number and voice recording of the customer reporting his problem, and informs him that it will call back as soon as everything is solved. With this information, the call center system itself creates a sequencing and prioritization queue for returning calls to the customers;
The customer goes to a company X store, but the store employee is unable to solve the customer’s demand. What do company X and its employees do? They are authentic, they even say that they don’t know at that moment how to solve the demand, but they already create a protocol of the customer’s demand in the company’s system, or the employee himself becomes an “ambassador” of that demand to the customer, and schedules a date to give a first return;
The customer acquires some product or service from company X, but the company concludes that it will not be able to meet the customer’s expectation. What do company X and its employees do? They are authentic, they talk and invite the client for a frank conversation for a date as soon as possible, and never on the day and time of the possible delivery, because it will show that company X respects the client’s time and effort;
These are just a few examples of attitudes of how a pessimistic company acts. Is your company or your employee ready to balance between pessimism and optimism?
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Translated with www.DeepL.com/Translator (free version)
