As you all know, I am currently immersed in Matterness, the space where organizations make their people matter more. Where they listen more than they speak, engage as real human beings and work with not at people. The only problem with this mindset is that it makes the inevitable instances of anti-Matterness are even more startling and stark. In addition, the usual suspects like a doctor’s office or a telecom are almost too easy to criticize because, well, you know why.
Nonetheless, I need to tell you about how much anti-Matterness is baked into Verizon.
We had a service call scheduled for last Tuesday. They sent an email saying the service person would be here between 8 am – 8 pm. Hmmm, seems like a pretty big window. So, I called and was told they couldn’t make the window any smaller. So, I did what I do and took to Twitter. And there I got an immediate response, the service technician would be here between 3-5 pm. Here was the rest of our conversation via Twitter:
- Why wouldn’t the telephone people tell me this?
- Because they don’t have the data.
- Why do you have the data?
- Because our group focuses on escalated complaints.
- This wouldn’t be escalated if the telephone people told me this.
- That’s our policy.
Of course, the anti-Matterness here is egregious, but there is also something else interesting going on. Verizon considers Twitter the place where customers go to yell at them. Now, they get yelled on the telephone, too, but Twitter yelling is public for the world to see. Therefore, the job of the Twitter group is to quiet complaints very quickly. Instead of the whole system being engaged in making customers matter, the system is organized to give out as little information as possible and to mollify customers who start to squeak. This really is a Bizarro-world way of working with customers.
If anyone has any insights as to why Verizon works this way, I’d love to hear it.