Yesterday I got a call from a representative of Brand Direct Health about fulfilling an order I’d placed. Past experience with slow, disorganized and/or unhelpful service reps makes me look forward to these exchanges like a root canal.
I had only a few minutes before a meeting. “I’m short on time. How long will this take?”
The customer service rep said, “Less than three minutes.”
He confirmed what I’d ordered. He answered a couple of my questions concisely and completely. Then he asked for my billing and shipping information and confirmed that all the information I provided was accurate.
Two minutes later he told me my order would be on the way.
There was nothing unusual or spectacular about the brief exchange. What was refreshing was how quickly and easily it took place. No hassle. No fuss.
In the age of complexity, simplicity rules.
Don’t overcomplicate things.
Your organization should aspire to the simplicity and power of customer service done well.