13 Jul 2007
4 Jul 2007
Out of curiosity I ordered my UCD transcript. I couldn't quite remember what my GPA was and began to wonder if I was mis-remembering my brilliant scholar days. It's actually quite good. I got quite a few As in things I didn't remember taking(Advanced Composition? German Society?) Only one C, but I remember that class was a class in Jane Austen from 3-5 in the afternoon and it was too hot and sleepy to be interesting. I've never cared for Austen anyway. Considering I was working at the time I'm impressed...
An experience...
I have a cyst in my eye. Sounds worse than it looks but looks better than it feels. Yesterday I want to my GP for an 'emergency' appt. I checked in at reception and was told to wait in the 2nd floor waiting room. For four hours. Then the locum doctor left. Packed his files and coats, looked at me apologetically and left me sitting alone in the waiting room without saying a word. I was livid. When I went back to reception who said that I hadn't been checked in when I clearly had.
I wrote an angry letter and the doctor, who I've never met, rang to explain that it was a computer fault. Clearly not simply a computer fault since the locum saw me sitting alone in his waiting room for four hours. And the worse bit is there's very little I can do and seemingly no one to blame. She was very polite about it and it's nice she called, but she managed to strip me not only of my right to be angry but the option to do anything about it, and clearly wasn't ready to listen to my complaint just to anticipate its excuse. I could navigate the maze of the NHS, but even if I could figure out how to make a complaint (which bizarrely isn't apparenton the new 'I have a choice' website) I anticipate being met with indifference.
This is why we must invite people to give feedback in the digital experiences we created. Because even when there's little that anyone can do about it people want to be able to rail against whatever slight, bad service or injustice they perceive. And it's a better salve to be able to empathise with our outraged customers than to make them find other ears for their complaints. But more importantly, it should demonstrate that we listened. Whether automated or personalised the response should be specific, should empathise (it's terrible we wasted your time) and where possible be actionable (if you experience this again simply...)
Or, provide exemplary service in the first place. Western Eye Hospital saw me in 15 minutes and the doctor was clear, concise and listened to my questions.
So now, if I'm wearing an eyepatch, you know why.
I wrote an angry letter and the doctor, who I've never met, rang to explain that it was a computer fault. Clearly not simply a computer fault since the locum saw me sitting alone in his waiting room for four hours. And the worse bit is there's very little I can do and seemingly no one to blame. She was very polite about it and it's nice she called, but she managed to strip me not only of my right to be angry but the option to do anything about it, and clearly wasn't ready to listen to my complaint just to anticipate its excuse. I could navigate the maze of the NHS, but even if I could figure out how to make a complaint (which bizarrely isn't apparenton the new 'I have a choice' website) I anticipate being met with indifference.
This is why we must invite people to give feedback in the digital experiences we created. Because even when there's little that anyone can do about it people want to be able to rail against whatever slight, bad service or injustice they perceive. And it's a better salve to be able to empathise with our outraged customers than to make them find other ears for their complaints. But more importantly, it should demonstrate that we listened. Whether automated or personalised the response should be specific, should empathise (it's terrible we wasted your time) and where possible be actionable (if you experience this again simply...)
Or, provide exemplary service in the first place. Western Eye Hospital saw me in 15 minutes and the doctor was clear, concise and listened to my questions.
So now, if I'm wearing an eyepatch, you know why.
2 Jul 2007
On the growing use of Facebook
I recently spoke at an Ogilvy training conference in France. I didn't receive a single email afterwards, but have had seven people send messages and add me as a friend in Facebook. Might it be the new and de facto business communication tool for digital natives?
Subscribe to:
Posts (Atom)