Jacquelyn Lynn, Business Writer, Speaker

AT&T U-Verse Service Failures: The Business Lesson

Yesterday I ranted about the incredibly poor customer service I had received from AT&T U-Verse and how for several weeks, I have been trying to upgrade my service, and U-Verse has been failing to deliver.

Here's the business lesson: Everyone in your organization who deals with customers must have ultimate authority to solve the problem. Don't just pay lip service to that authority, which is what AT&T U-Verse does.

Several people told me they were going to take care of the problem, but they couldn't. They couldn't because other AT&T U-Verse employees who are insulated from customer contact were simply saying no--or worse, saying "I don't know." Yesterday, for example, one representative, who began our conversation by telling me he could do "anything" a supervisor could do, ended it with telling me he had no idea when the system error would be corrected and I could expect the service to be installed. And he would have ended the call right then, except that I asked to speak to an actual supervisor.

I truly understand, as do most reasonable people, that mistakes happen, equipment failures happen, "stuff" happens--but when those things happen, someone who is actually dealing with the customer needs to have the authority to take care of it. In this case, someone should have said, "We'll get someone out there, even if it means bringing someone in on overtime to do it," and then had the authority to actually do that.

So that's the business lesson here: If the employees who affect customer service are going to be shielded from contact with the customers, the representatives who are dealing with the customers should have authority to tell those employees who are providing the actual service.

  

AT&T U-Verse: Great product, lousy customer service

When AT&T's U-Verse service became available in my neighborhood, I was one of the first on my block to sign up. The television, DVR , and internet service is significantly superior to our previous cable provider. So recently I decided to upgrade my service package and make some other enhancements to my phone service.

I've been trying for nearly three weeks, and AT&T U-Verse keeps canceling and/or rescheduling my installation appointment because of an internal service problem. The few times they've had the courtesy to call me, it's been calls from people with accents I couldn't understand based in overseas call centers who were clearly not well-trained in the company's products.

In the past two weeks, during the calls I have initiated, I have talked with at least 15 people at AT&T U-Verse, and while they have all been very nice and seem genuinely sorry that their company's service is so poor, they can't seem to do anything about it.  Today, when they didn't show up at the scheduled time, I spent two hours and 55 minutes on the phone, only to be told that they wouldn't be coming out until next week.

It appears that the people who have the power to take the steps to fix the problem are hiding behind a complex telephone system and refusing to actually talk to customers.

I'm trying to turn this situation into a lesson to share, but at this point, all I can manage to do is rant. But if you're considering a switch to U-Verse,  you might want to hold off until AT&T gets the bugs worked out of its system.

 

 

What's wrong with your website?

If your website isn't performing as well as you think it should, the fixes may be very simple. Take a look at "Five Things I Hate About Your Website" by Carol Tice and seek how many of those mistakes you're making.

How to Use Keywords to Pull Journalists and Consumers to Your Press Releases

Are you making the most common mistake online press release writers are making? 

 

Over the years, I have enthusiastically recommended Joan Stewart, the Publicity Hound, for great advice and information on various aspects of publicity and promotion - and I'm doing it again.

 

If you write press releases and post them online, are you making the #1 mistake that 9 out of 10 other press release writers are making?

 

That mistake is this: They aren't using keywords within their releases. Keywords are the same words people type into Google and the other search engines when they're searching for the answer to a problem, or they want to buy something.

 

Not using the right keywords - or any keywords - means consumers might never find your press release. If journalists are using the search engines to look for sources on a particular topic, or news about your industry, they won't find your press release, either.

 

Publicity expert Joan Stewart, who has been the source of many profitable ideas I've used, is hosting a teleseminar on Wednesday, Oct. 21, that will cut through the often confusing issues related to press release keywords. One lucky person who registers for the call will win a free press release, written by Janet Thaeler, Joan's guest expert. I'm planning to attend, and I hope you'll join me.

 

For details, or to register, click here. 

Kids are Never Too Young to Learn About Money and Financial Management

A while back, I reviewed a CD for kids -- Mission 1: Celebrate Saving! (click to read the review), a music CD by Sammy, a cartoon rabbit that serves as the spokesperson for The "It's A Habit!" Company, Inc. After I posted the review, I passed the complimentary review copy of CD along to my grandson.

He's now six and Mission 1: Celebrate Saving! is one of his favorite CDs. His mother (the world's number one daughter-in-law) tells me that he loves to listen to it and to sing along with it. More important is that he's asking good questions about money, saving, and spending. There's a song on the CD that warns kids to be wary of advertising claims, and Jeremiah now watches television commercials with a very critical eye.

It's time to start thinking about Christmas. If you have youngsters on your gift list, that CD or some of the other products featuring Sammy Rabbit and his financial lessons would be great -- and they're very affordable. Visit www.itsahabit.com for more information.

Lessons from Young Entrepreneurs

I love it when young people get bit by the entrepreneurial bug, take the leap, and build successful businesses. Especially in these challenging times, older business owners can learn from how these young folks did it. Check out Charlene Davis' article, What Young Entrepreneurs Can Teach Us About Business, for some great stories and lessons that will benefit business owners of every age.

Five Ways to Protect Your Company and Your Customers from Employee Dishonesty

One of the most damaging things that can happen to a company is for an employee to commit a dishonest act, whether it’s stealing from the company or a customer, deliberately lying, or doing something else that isn’t honest.

Here are five ways you protect your company from such conduct by employees:

 

Wouldn't it be nice? Great blog by Chris Hurn

Had to share the blog post by Chris Hurn of Mercantile Capital Corp: "Wouldn't it be nice?"

And the ideas are really not so far-fetched ...

 

October is Breast Cancer Awareness Month

Many of you know my theory of breast cancer prevention: I buy every pink ribbon product on the market!

 

Seriously, in spite of the progress we’ve made fighting this dreadful disease, there is still a long way to go before we find a cure. So when you shop and you have a choice, why not buy things that will help fund research?

 

Techlicious.com has a great piece listing products and services from companies that will route a portion of your purchase to organizations that fund breast cancer research and support women who are fighting the disease. Check it out at: http://bit.ly/zx7QW

Need a reminder? MemoToMe.com will e-mail you

Most of us can use a little nagging every now and then. MemoToMe.com is a free e-mail reminder service that will send you e-mails on a schedule you select. Use it to remind yourself of tasks, meetings, or deadlines, or just send yourself a motivational message. Another great use is to remind yourself to do a status checkup—send yourself an e-mail halfway through the month (or quarter or whatever) and ask yourself to report on how you are doing in relation to your goals.