a sign of a company that doesn't care about its customers. As to an apology from the ISP after the fact, well, there was none.
If you know your customers will have to wait for some specified outcome let them know in advance. They may not like to hear it, but at least they'll be able to anticipate it and prepare for it. And whenever you can, minimize the perceived wait time by giving customers regular updates or at least a quick "your meal's almost ready" type of message. Overall, think about who might be waiting for something you're delivering and take steps to prevent their perception of a wait that's interminable.
As for me, after my ISP pulled its switcheroo, I did one of my own and changed ISPs. Oh, and in case you're wondering, buffalo tastes like beef. Tasty, but not worth the wait.
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About the author
Naomi Karten is a highly experienced speaker and seminar leader who draws from her psychology and IT backgrounds to help organizations improve customer satisfaction, manage change, and strengthen teamwork. She has delivered seminars and keynotes to more than 100,000 people internationally. Naomi's newest books are Presentation Skills for Technical Professionals and Changing How You Manage and Communicate Change. Her other books and ebooks include Managing Expectations, Communication Gaps and How to Close Them, and How to Survive, Excel and Advance as an Introvert. Readers have described her newsletter, Perceptions & Realities, as lively, informative, and a breath of fresh air. She is a regular columnist for StickyMinds.com. When not working, Naomi's passion is skiing deep powder. Contact her at naomi@nkarten.com or via her Web site, www.nkarten.com.
