How will you treat your customers?

Yesterday I had the experience of directly comparing the level of customer service & attitudes of a private business with a government department.

Both examples involve my motorhome which has been parked up, unable to driven for the last 2 months due to travel restrictions.

Private Business – a while ago I had reported fraud on my credit card and was issued a new one. I had forgotten that the monthly insurance premiums on our motorhome were coming out of this credit card until I got a letter saying the insurance was cancelled for non-payment. Rang up the insurer, explained the issue, gave them the new credit card details and insurance re-instated in less than 5 minutes on the phone.

Government Department –Whilst the inspection was done for the registration renewal, because the vehicle was parked up off the road, I just delayed paying the registration. Went the pay the registration and could not. Rang the appropriate department and after an hour on the phone found out that the inspection certificate had expired and there was no way they would extend it, even though they knew there was travel restrictions.

The response from one, totally customer focused. The response from the other, stuck on the monopolistic, bureaucratical rules, no consideration for the customer.

How will you treat your customers?

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