Today we welcome Bella Katz, founder of Behar Katz – Marketing & Communications, to the Small Business Owner blog. Unfortunately Bella’s home was recently burgled and her experience reminded her how not to deal with clients. Naomi
One of the beauties of being a small business owner and a massive advantage we have over our larger competitors, is that we are highly responsive to our clients. When a client has an issue, they call us directly, we deal with it right away and if you’re like me, one of your business principles is to maintain this close communication with those you work with. It’s what sets us apart from our corporate equivalents.
I’m reminded of this chasm of communication on an almost weekly basis but none more apparent than in the recent case of my insurance company and my poor little burgled home.
Before there were floods and before there were fires, someone broke into our house one afternoon just after Christmas by kicking open a set of glass doors in the back garden. Because our home is a heritage property, there were limitations placed on who would insure it. We went with an international insurer and someone reassuringly legitimate.
That someone had an extremely pleasing tagline too: One Call – One Resolution.
Without breaking your spirit, dear reader, by going into the details of my two-month long baptism of fire in Crisis Negotiation, let me tell you that if I was the writer of that tagline, I’d be hiding my head in shame at how it was being mistreated.
I’d be more inclined to put this on their next print run of marketing materials:
30 Calls – No Resolution.
All calls are made by you.
We make it our policy to never return your call or communicate with you in any way beyond the introduction of our friendly case manager. One week too late.
You will speak to someone different each time you call. None of whom will know what has happened thus far.
We will tag your enquiry as ‘urgent’ each time as a punctuation feature rather than an action point.
We may even make you cry, but probably not until approximately month two when you wonder what one has to do to have someone, anyone, come and review your property.
And we may just delight you and solve the case the very same day we’re threatened with the insurance ombudsman.
PS. Please be assured that not all insurance companies are created equal. The house has had all new contents for quite some time. It’s just the doors that remain nailed shut with wooden boards. Lucky-y-y we’re with someone else for contents.
Bella Katz, founder Behar Katz – Marketing & Communications