Ellen Weber of Brain Based Business tells us of an experience at Sears in which a customer service rep asked if she wanted to open up a credit account. Ellen tells the rep that doing so can lower someone's credit rating which could prevent them from getting a mortgage. The rep agrees and then blames management's pressure on opening up credit accounts...that they have "no choice" in the matter.
We do have choices. You either choose to follow management or you don't. When I worked at Nordstrom we were constantly pushed to open accounts, however I resisted because of my belief that using credit to purchase clothing was detrimental to people's financial health. Did I get written up? No. Did I get fired for not opening up accounts? No. I chose not to offer credit accounts because of my belief and fortunately I had an understanding manager that supported my choice.
Ellen asks:
"If you knew that opening a Sear’s credit card hurt customer’s credit rating… would you act on that belief … or would you disconnect what you know from shaping what you do, and simply push the applications?" In essence, is it good customer service to push a product onto a customer who doesn't need it?
Maria, your story moved me deeply and in fact while it does not suprise me that you took this response, it inspires us all! THANKS for sharing that story -- and thanks for your wisdom and friendship! Made my day special!
Posted by: Ellen | July 29, 2006 10:44 PM | Permalink to Comment