Until yesterday, I thought that the German “Frankfurter Allgemeine Zeitung” was a pretty good newspaper. Well, the editorial team certainly has its merits, but …..

Yesterday the phone rang, on the line was someone from the “Frankfurter Allgemeine Zeitung”, asking for my father. I told him that my father had died 5 weeks ago. His answer: “OK, then I am informed. Thank you and good bye.”



Badly brought up?

Badly trained?

To be honest, I was rather flabbergasted.

As the “Frankfurter Allgemeine Zeitung” is also on Twitter, I decided to send them a tweet explaining what had happened. That was 24 hours ago and they have not responded yet. In my opinion, this is not acceptable on Twitter.

If a customer or a potential customer (I assume the guy tried to get a hold of my father in order to sell him a subscription) has an issue and goes through the trouble of reaching out, a company is well advised to get back to her or him fast in today’s world. Especially if the company happens to be a not so future-proof one, like a newspaper.

Ignore customers and/or potential customers and they will ignore you sooner or later as well. Nowadays, sooner more likely than later.

And nowadays a good product alone won’t do either. The whole package including service, care, personal touch, responsiveness and responsibility has to fit.

Why do so many companies still prefer to ignore this?

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