Can You Call Back? Customer Service Tip

My windshield wipers were stuck in the up position.  I tried to have it fixed at one of those no-appointment-needed auto repair places, but they weren't able to fix it.  Of course, even though it took one minute to diagnose that fact, I had to bring the car there twice, because they were busy the first time, and the no-appointment-needed place actually gave me an appointment for later in the day.  I thought it was ironic they asked when would be convenient for me to bring it in, because I wanted to say 'Now.  Now is convenient.  That is why I am here.'  But I didn't.  I made the second twenty minute trek a few hours later, only to here that they couldn't fix it after all.  

So, I lived with the problem a few more weeks before trying again.  Last week I phoned another car repair business to find out if they did this type of work and make an appointment.  I was told I could bring in my car the following day, but then I was told I should call back in twenty minutes to confirm it with the boss.  

Both of these situations places the responsibility for follow-up with the client and are not atypical.  Here's some additional examples: 

• Message when the contact center has high call volume:  'Your call is important to us; please continue to hold' ... for 20 minutes  or 'call back later'
• Message when the call is placed after-hours:  'Thank you for calling.  Our hours are Monday - Friday 9am - 5pm ET.  Please call between these hours.'  Click

Improve your clients' experience by reviewing transactions from their perspective.  Take a message, call the client, arrange for call overflow or take a moment to diagnose the issue - so the client is minimally inconvenienced.  You'll have much happier clients, and chances are your business will improve as a result.  Windshield wipers?  All fixed.  But I needed to follow-up with them at the end of the day in order to find that out.