Do Better than AT&T

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.

 

i2i,

Randy

 

Which do you think is worse, to over promise or to under deliver?

 

Leave a comment



Coach Mac

9 years ago

Lisa has spent at least 8 hours on the phone with AT&T last week getting passed off from one customer service rep to the other trying to get our service fixed. She was ready to snap!

Randy

9 years ago

I feel her pain!

Eugene Humphrey

9 years ago

I had no A t&T coverage in Tenn. finally dropped AT&T for Verizon. Coverage everywhere. Happy man. Went with 4s I phone. Great change on my part. Gene Humphrey

Randy

9 years ago

Thanks for commenting Gene!

@donswinford

9 years ago

Just got AT&T U-verse and it awful. The serviceman had to come out twice to get it working at my house. He told me that self-installing never works, but AT&T sales department will tell you it’s easy to install.
I would recommend using the online Chat as a way to resolve your issues.
In one year, I’m changing to cable internet.

Randy

9 years ago

Why can’t everyone be like the GPC D?

Joel Gray

9 years ago

Interesting to me to see the retail side of the house with ATT. We struggle with them on the corporate side time and time again.
Great point about under promising and over delivering. I also believe as a leader we need to be aware of inadvertently influencing your team to do the opposite. Honest, open communication will overcome their inherent desire to either deliver better news than actual or telling you what they think you want to hear!
Have a great Thursday!

Randy

9 years ago

Great thoughts Joel!

Bob Wilhite

9 years ago

Imagine what it’s like for me, a contractor with at&t. I feel like a Pony Express pony; ‘road hard and put up wet’.

Randy

9 years ago

Hang in there Bob! You deserve a medal.

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