Dinosaours, Denial, and the Client
A while ago, there was a problem with a service purchased from a one of our “upstream providers”. We noticed it within hours, re-mediated the issue on our side and alerted the company through their support process.
The expectation is the following: a large number of bright, serious young techs constantly and carefully monitor all aspects of their service. If a customer mentions a issue, they investigate immediately, take swift action and pass recommendations up the technical and managerial chain to install procedural remedies to prevent re-occurrence.
Well….the response was the following: “I am an expert in this area…” and “you probably did this obvious thing incorrectly; I see this all the time”. When we protested, he helpfully included a link to all the strict protocols they have in place to avert just such an issue. The situation was ignored for several more hours. In a different scenario, dinosaurs would have been eating IT technicians right and left by now.
We escalated the issue two more times with proof we acquired that other clients of theirs (we have ways of knowing!) were being affected. Finally, after many hours, we were informed that, in fact, there was an issue external to our account and they would be taking immediate and appropriate action.
Dear Client, You can be sure our crack team will be carefully analyzing this firm’s service for additional indications that they are not the excellent performers they had been.
What can we learn?
* Despite all the answers you know, you don’t know all the questions;
* Answers that worked yesterday may not work now; and
* Finally, and most importantly, when a customer brings a problem to your attention…consider it very seriously.