Verizon Fios seems to be the new standard for Internet connectivity. One installer came to my house the other day in order to set it up. I told him that I already had a great router (N+ range) which is the Rolls Royce of all routers. He said he had to use Verizon equipment, even though their router was less powerful (G range) which is like having a Hyundai Sonata. This makes me wonder. What decisions would he have made if the CEO of Verizon was standing right next to him. He could have piggyback my router to the Verizon router and create a win win situation for his company and me. What is even more intriguing is that I called Verizon Tech support and the operator told me it would take less than 2minutes to do it and the installer could take care of it. However, the installer did not want to “cross the red tape in order to make me happy” even though he had been working for Verizon for 11 years.
Are you afraid to cross the red tape in order to make a customer happy? Will your boss fire you or give you a warning? What corporate culture are you creating to make it easy for employees to take “safe risk” in order to increase customer “loyalty”.
P.S. The wedding Funeral rule has it that one happy guest will tell 10 of his friends and one unhappy guest will tell all of his friends…
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