You know its popular to whinge about Telcos and Telstra in particular. I’m not one of the whingers coz we’ve been using Telstra ever since the days of dial up connections and currently they supply our broadband connection. We’ve had our share of the problems, as you’d expect, but we’ve always been able to get through to the help desk pretty quickly and, where we’ve had downtime, it’s always been fixed promptly. I reckon you’d call me an advocate, if not an evangelist, for Telstra.
That relationship was placed into serious jeopardy the other day when our broadband went down and we were off the air for a few days. As everyone does, we depend on our broadband to run our business and, as the time to fix it lengthened and problems grew, I started to get thoroughly upset and mumble mutinous threats toward Telstra. However to cut a long story short, they finally fixed it!
And even though it had taken a lot longer than it should have, after it was all done and dusted, I wrote to Telstra to tell them how pleased I was with the way they had recovered from the initial poor handling and turned it into a triumph. They restored my faith and left me happy!
So, there’s three lessons from this…
1. How you handle a complaint is always important.
2. How you recover from mishandling a complaint is even more important.
3. What do you do to make them love you again?
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