Time Frameson January 30, 2007 at 10:02 pm
by Customer Beating Robot
We sell telephone service. The phone line to your home kind, not the cellular stuff. So we get all kinds of people coming in and signing up for phone service. Usually, they are people that either really really hate the local telco, or they owe the local telco lots of money.
Anyway, we ALWAYS state 5-7 business days for activation. ALWAYS. Now we get some people who want it sooner and make it known up front. We restated 5-7 business and they seem to understand. We are able to deal with the issue up front and we rarely have an issue with those customers.
However, the majority of our customers don't even hear 5-7 business days. A day or two after signing up, they come stomping in wondering why it is taking so long. Out comes the calendar; I point out that it is 5-7 business days, as stated many times. We start counting out the business days (Of course, they don't understand why the weekend doesn't count.). They stare at the calendar, recounting over and over again, hoping to get to 5. Of course, no one can ever understand why it takes so long. (I am thinking "We told you the time frame over and over again. You knew before you signed up.")
I just had a lady come in at 8:46am on the fifth day of her order. Okay, it is 8:46am in the morning. How about you give the technicians, I don't know, at least until the afternoon to get it on. And if they don't? That is why we say 5-7 business days. We don't say 5 business days. We say 5-7 business days. Customer wanted to know what we are going to do if the phone isn't on today. I wanted to say "I guess we will wait two more days." What I actually said is that we have to wait until after the 7th day to do anything. The technicians work all the way up to 7pm, so we have to wait till the following day to know for sure that it won't be cut on in the time frame allowed.
What is it with people and time frames? You give a customer a time frame and they will automatically half it and then swear up and down you told them it would take 20 minutes, not an hour. I stay away from time frames when I can for this exact reason.