From the CEO: Indeed, Melbourne Ska Orchestra. Indeed.

In this week's #MEAExpress, MEA CEO Peter McDonald asks the question; when they count the final cost and casualties of COVID, will customer service be included, and how this ties in with Melbourne Ska Orchestra's "the best things in life are free". 

When they count the final cost and casualties of COVID, I wonder whether customer service will be included. By and large it seems to have disappeared.

I’ve frequently had positioned to me – whether in person, a recorded message or on a written sign – that everyone’s understanding, patience and tolerance is sought because of reduced staffing levels and high volumes of enquiry “due to the COVID situation”. That’s all fine and good. I get that because we’re all in this together and am happy to be accommodating. But it’s a two-way street and there has to be a line where when bad service is being received its got nothing to do with COVID and everything to do with the individual’s attitude.

The pandemic can’t be an excuse for those who are on deck to not personally uphold – or be held accountable to – usual standards expected of them. I’m increasingly finding COVID is the easy ‘explain away’ (even though we’re in an improved situation from what we have been), and a crutch people who can’t otherwise be bothered are leaning heavily on. It reminds me of the ‘computer says no’ skits portrayed the television comedy Little Britain.

No matter life’s circumstances, a service natured business’ staff are a major contributor to the brand experience by its customers. Our staff personify our business names. In my last article I discussed word of mouth. Word of mouth can be what makes or breaks a reputation. If that’s bad, watch out because there’s scientific research substantiating negative experiences as having a greater impact on our brains than positive ones. Psychologists refer to this as the negative/negativity bias which can affect our behaviour, decisions, and relationships.

For the uninitiated MEA these days is a very small operation. There’s 3 of us permanently employed as well as 2 working as part-time contractors. So between us we need to empty the bins and develop strategy – and everything in between. Amongst us there are strengths and weaknesses. One of our areas of collective shortfall is IT. This means we need to rely on external contractors and suppliers in this regard. In recent weeks a technical problem needed resolution. I concurrently reached out to two of our suppliers with expertise in this area for help and received two very different customer service experiences.

All I sought was guidance and answers to questions so that I could then make appropriate decisions. ‘Supplier A’ I doubt could have been less helpful. I had hoped through my clear explanation that I had no understanding of what was needed that some empathy would be shown. Unfortunately not. It felt like a case of ‘so sad, too bad’.

But thank goodness for Peak Solutions who I’m happy to provide a free and unsolicited plug for here. Not only did they offer support, but they took ownership of the situation and resolved the issue on my behalf. Their customer service standard when I needed it most is what will earn them MEA’s loyalty on my watch and results in this positive word of mouth I’m putting out there. If you’re reviewing your IT systems and support for those needs, and value customer service like I do, I suggest contacting Peak Solutions.

I just said like I do because I also actively endeavour to walk the customer service talk myself. Recently I tried contacting a member on multiple occasions via multiple methods. I was deliberately attempting to improve this member’s MEA experience hoping to avail them of a limited opportunity, but it was not to be.

Has society for the most part given up on customer service as a virtue? Gee I hope not. Just as the Melbourne Ska Orchestra sings about the moon, stars, flowers, birds, and sunshine in the song ‘The best things in life are free’, personally providing high standard customer service too costs nothing.

The moon belongs to everyone
The best things in life are free
The stars belong to everyone
They gleam there for you and me
The flowers in spring
The robins that sing
The sunbeams that shine
They're yours, and they're mine
Love can come to everyone
The best things in life are free

While COVID has necessitated we behave insularly to limit it’s spread, it shouldn’t be viewed as carte blanche to live our lives without concern for others.

For the service-based sector that meetings and events is, if nothing more, please use reading this as a reminder that your customers choose you, as opposed to need you. If customer service standards aren’t up to scratch, it maybe those that sound the death knell for a business despite it having survived COVID times and be what sees competitors thrive. Maybe it’s time for a sanity check? I sure know one business that needs to do that.

Source:

Song – “The Best Things in Life Are Free”

Album – “Melbourne Ska Orchestra”