Devil in the details

An organization was fortunate enough to have a past customer return a few years later. They sent an automated text message to the customer thanking them for re-joining their programs.

However, no one at the organization bothered to check the new paperwork the customer had submitted. The customer had moved and had a new address. 

So when the organization sent out a new membership card, it went to the old address rather than the current one.

Simple mistake? Sure, but the customer had taken the time to fill out the paperwork, so the business should take the time to verify the information against the information it had on file. 

The customer eventually was able to track down the problem and have a new card sent, but it shouldn’t have been the responsibility of the customer. They filled out the paperwork. It was the responsibility of the organization to read it.

Showing your customers you don’t care or cut corners doesn’t send a positive message. An address change might not be a big deal, but the customer then wonders how your organization will handle bigger problems.

Don’t plant seeds of doubt unnecessarily.