Kwik Fit on the phone…
There I was just trying to get my head around the election results, who should do what, what would be best for the country etc when the phone goes.
I was not really switched into phone mode as I had just left Nick Robinson untangling the various options available in the power sharing debate…
A very rushed and loud voice simply asked “Mr G Customeyes?”…. something told me that this was a sales call and a very poor one at that…no intro or set up, no attempt to build rapport or to break the ice…bang straight in with an odd question.
My retort was a simple,”pardon?” which was met with “can I speak with Mr G Customeyes?” on hearing this I asked who might Mr G Customeyes be and do you really think that this might be someones name?
With only a nano second of thought the caller simply said “can I speak with Mr G then?”
The point of this seemingly pointless post is very simple, companies do not take enough time to engage with customers at the point of service delivery and then subsequently in any follow up.
I had a tyre fitted at the local Kwik Fit about a year ago and they had clearly extracted information from the invoice and plonked it on their database for future use.Today the future arrived.
The caller was simply doing her job but doing it without any thought at all as she clearly was not paying any attention to what she was reading.The information on the database had been poorly entered and clearly my company name had been entered as my surname.You would have thought that the caller would have spotted this and at least made a joke about it – I would have enjoyed the mistake and possibly have listened to the rest of the pitch.
A CRM system is only as good as the information put into it.The basics should always be a persons name address and contact details.CRM systems should be firstly a Name Address Database System allowing future contact to be correct.
Kwik Fit is what I had on the phone to think that they have made two major blunders. Firstly not recording the details of my transaction properly and secondly using those obviously wrong details to recontact me with…what hope did they have in expecting me to actually engage with them and purchase extra products such as Insurance?
Remember to make sure that you don’t fall in the same trap and grab your buisnes by the NADS if you are planning on using customer information at a later stage.
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