Last night I spent 1 hour and 17 minutes on the phone with AT&T Tech Support trying to resolve a modem issue. Still no resolve. Lot’s of frustration, but no resolve.
Their slogan on my bill reads, “Your World Delivered.” Excuse me, but last night you didn’t deliver.
My bill also has another slogan. “Rethink Possible.” Today I am rethinking my decision to choose AT&T.
As a leader, it is better to under promise and over deliver than vice versa.
I encourage you to spend some time this week evaluating your customer service systems.
AT&T can do better and, chances are, so can we.
Which do you think is worse, to over promise or to under deliver?