Most companies in my experience try to pretend they're perfect to their customers. Their customers know this isn't true, because they probably don't work for a company that is perfect either.
The perfection facade is bad for business. It isn't fooling anybody. On Mon, 13 Apr 2020, 16:48 Karl Auer, <ka...@biplane.com.au> wrote: > On Mon, 2020-04-13 at 06:06 +0000, Mark Delany wrote: > > Yes, maybe NBNCo should be better, but they are no worse than > > historical industry standards - such as they are. > > I don't like mistakes, but I understand them and have some sympathy for > those that make them. I've made a few doozies in my time. > > It's not about making no mistakes; that's basically impossible. It's > about how a company deals with having made one. > > So many companies seem to have no ability to deal with mistakes, or > even awareness that they might ever make one. > > It took me weeks of multiple calls per day to get Telstra to understand > that their tech had made changes at the exchange that had not been > followed up with changes at the premises, and had then marked the job > done in their ticket system. I can still vividly remember the relief > when at long last a wonderful lady at Telstra said "Hm. I think the > computer has it wrong. I'll send someone out. No charge." > > Far more enraging than the delay itself was the fact that upon enquiry, > it turned out that not ONE of the many different people I had explained > the problem to had ever thought it necessary to add my clear and > concise description of the problem (and the cure) to the trouble > ticket. > > Regards, K. > > -- > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > Karl Auer (ka...@biplane.com.au) > http://www.biplane.com.au/kauer > http://twitter.com/kauer389 > > GPG fingerprint: 2561 E9EC D868 E73C 8AF1 49CF EE50 4B1D CCA1 5170 > Old fingerprint: 8D08 9CAA 649A AFEF E862 062A 2E97 42D4 A2A0 616D > > > _______________________________________________ > AusNOG mailing list > AusNOG@lists.ausnog.net > http://lists.ausnog.net/mailman/listinfo/ausnog >
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