We were doing some things that were just plain wrong. Last year we had parts of our company where we would say, “Hey, let’s handle the calls faster.” The problem is that if you handle the call faster, you solve 90% of the problem instead of 100%. So the guy calls back. And you’ve just pissed him off more, and you haven’t
accomplished a damn thing.This year we said we’re not going to measure how long we’re on the phone, we’re going to measure how well we did solving the problem. What happened in the second quarter was we had two million fewer calls than we had planned. The average hold time before we answered the call was cut by more than 50%...
Stop managing for cost. Manage for a great experience.
Those last two sentences are probably the most profound thing I’ve read all day. Yes, this is coming from Michael Dell!
What do you think? Can Dell (DELL) turn itself around and win back the hearts of customers?
Hmmm...Well, based on what I've read, seen and heard - I'll believe it when it becomes the norm for the company.
Yep, I'm cynical...that and I know one of the head honchos at the company (not Mr. Dell) who is not - to put it mildly - a customer kinda guy. In fact, some call him downright evil. But, reading his official bio gave me a good laugh...
Posted by: Mary Schmidt | September 13, 2006 10:41 AM | Permalink to Comment