Today the node that powers my neigbourhood went down, taking my phone and internet with it. Since all my work is online, this was a bit of a problem. It’s not like I can just take the rest of the day off. After a ~5 minute hold I got someone from Shaw on the phone. They were average as far as call center employees go, but then they did something great.
I asked how big the problem was, concerned that if I went the 4 blocks to a coffee shop their internet would be down.
He told me just how many people were affected.
I asked how long it’d be out (which was actually a dumb question), and he didn’t know the answer. But then I asked if he thought it’d be worth it to pick up and go find somewhere else to work.
He said yes.
That’s a big deal, beacuse tech support isn’t really supposed to tell you that their service is all screwed up, and that you should go use a potential competitors’ service. It could almost imply that their service is unreliable. This did the complete opposite.
Honesty let me keep working, reduced my frustration and gave me the ability to get on with my day. And 2 minutes after I walked out the door I saw 4 vans and 8 guys working to fix the problem.
I’d be way more pissed off if they’d told me it would only be a 30 minute outage. Instead I’m glad they were honest, and I got to spend the afternoon working at Second Cup. I’ll keep giving them my business and a reasonable number of people read this blog. That’s pretty good impact for just having honest employees.
Photo Credit: ChrisofDavies on Flickr