Perception is Reality

It’s been a busy week here at AttendStar as we learned that perception is a reality.

Here’s the story.

Earlier in the week, a ticket buyer called to order a ticket to an event.  The issue they were having is they said a discount code did not work.  When our call center heard this, the representative asked the ticket buyer for some information so we could assign it to a support person and see what the issue was.

The customer hangs up and then calls the event manager and says that the call center did not do anything and did not seem to care.

Now the client is calling me and they are NOT HAPPY.  

So the research begins at my end to put all the facts together and see what happened.  We record all of our call center conversations so I get the actual call recording and listen to it.  Low and behold, the customer had lied to the event manager The call center never said to call the event manager, and they took the customer’s information and sent it to us within minutes for us to solve.

As you can imagine, I now have a very unhappy client that is assuming that our software does not work.  That is a serious issue as an event manager, and I do mean SERIOUS because events are a lot of work and an event manager can lose money if the ticketing company is not good..okay, perfect.

The perception of our client is the reality in which we work.  Should the client be upset?  Of course not.  But if I was the client what would I do?  I would be upset.  After all, the “FEAR” of loss is real.

So the next question is: what did I as the owner of AttendStar learn?  I learned that we need to know for sure if we have a problem; then we need to escalate those kinds of calls, not to an order taker, but to key team members–and FAST.

Here is what we did in the last few days to help with this issue:

  1. We added a dedicated phone line that if an order taker gets ANYONE that has trouble ordering a ticket, using a discount or using a credit card or has a “problem” with our site the call taker can transfer the call right away.  When this dedicated line rings, it rings to our TOP 6 team members.  When we see the line ringing, we answer.  No voice mails. No call backs. 
  2. Our phone tree now has an option for callers to choose the option “if you are having any problem ordering press 4;” not for general information or to order tickets.  But for problems. 
  3. Lastly, we installed what is called “shopping cart abandonment” software.  If a ticket buyer fails to complete an order, we are notified using a special software package that tells us what happened in real time. In some cases, we even know the name and email of the person having the issue and an automated email is sent to this person with our special secret number to call.

Okay, so why all of this?

Our client had the perception (fear) that we are not a good software company.  We think we are and, in this case, the customer did not tell the truth to the client.  But the PERCEPTION was that it was OUR fault.

However, if the customer had not had the problem we would have never been called, and that customer would never have called our client.  Even if it was a customer mistake!  

So, no matter if the software is/was working perfectly – the problem still become ours.  The perception that it was our problem is why we did all the items above.  It is our problem.

Perception is the reality that we at AttendStar live in.

 

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