YOU CAN’T MAKE THIS S**T UP
Yesterday, for reasons unknown, my Internet broadband speed dropped by roughly 2/3, so I attempted to get Time Warner Cable support via their Live Chat option. That required, first, that I provide my name and contact information, summarize the issue, and indicate what type of support I needed (e.g., tech support, billing, etc.). I chose tech support, of course. That brought a tech named Willy online (who, I suspect from his syntax, is not in the United States), and the following chat occurred (from the official transcript emailed to me afterwards by Time Warner):
Thank you for contacting Time Warner Cable Chat
Micky: Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Micky P. Please give me a moment while I access your account.
Jonathan_: K thx
Micky: Jonathan, I am sorry for the inconvenience caused.
Micky: However, as this is regarding your internet speed i need to transfer you to our technical team.
Micky: Please be online while I transfer you.
Jonathan_: still trying?
Micky: I am not able to transfer due to techncial issues.
Micky: I request you to contact us after some time.
Jonathan_: Oh great. YOU have a technical issue so you can’t help me with my technical issue? This is going to make a REALLY good post on Twitter.
Micky: I am sorry as it is not getting transferred , and we are billing team.
Jonathan_: ok then, I asked for technical support in my original login, don’t know why I got billing team. Bye!
What if I, as a crisis manager, wasn’t able to manage a crisis that I faced?
What if an accountant couldn’t make change at a poker game (wait, I know one who fits that description!)?
What if a cosmetic surgeon looked like he/she was in urgent need of plastic surgery?
What if a web design firm has a lot of broken links and errors on its own website (I’ve seen that – recently!)?
THE CRISIS MANAGEMENT LESSON?
You have to be your own best client if you don’t want your reputation hurt.