I often wonder why many companies are slow as molasses to resolve problems or issues...
I was reading a magazine, Forbes I think it was, where a woman received a huge bill for a doctor’s visit that she thought was going to be covered by her insurance. Turns out there was a mistake on the doctor’s part regarding the billing, but somehow it was taking so long to get fixed. Finally the woman went to her Senator’s office where she explained her situation. Someone from the Senator’s office called the doctor and the problem was immediately fixed.
Why must the customer go through so much effort to have their voice heard? Why does it take a call from the government to get the ball rolling? Why does it take a lawsuit for companies to wake up and offer great service - something they should be doing from day one? Why do they still refuse to listen?
I think the answer comes in one word - procrastination. We are 
creatures of procrastination - at least most of us are. We avoid doing hard things until we absolutely have to do them and attempting to do things at last minute only serves to bite us in the butt. When we do go to take action, oftentimes it’s too late. The customer has already filed that lawsuit or has posted to YouTube an example of the company’s awful service.
So don’t be a snail...take action now to help your customers so the situation doesn’t spiral out of control. Think of yourself being on Candid Camera 24/7 ;)
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