It’s Service Malpractice

Recently we called a contractor to evaluate a leak in our house.  There was an obvious crack on an interior wall, and we suspected the leak was coming from the roof or the siding.

When the contractor came, he said that our downspout was not connected properly, and he could fix it. That was a big relief.  However, this was the same company that installed the downspouts and gutters, so I was curious why he now felt it important to change the direction of the downspout.

What he said next stunned me. He explained that when they put in the downspouts and gutters, they had asked my husband and me how we wanted them to be attached. Why did they ask us in the first place? We’re not the experts!  If they had counseled us on what they usually do and why it is important, we would have followed their recommendation, because who wants to tear out part of an interior wall and fix it!  We couldn’t remember who we talked to when this was installed, but I don’t remember them sharing their knowledge, expertise and best practices with us to persuade us how it should be done.

I consider this service malpractice.  When your team members talk with your customers, are they confident in their expertise in your industry, and are you confident they are truly helping customers?  Don’t take your expertise for granted. Give your customers the full advantage of what you know about your products and services, because they don’t know unless you help them.

Your thoughts?

Johanna Lubahn is Managing Director of Call Center Services for Cohen Brown Management Group, Inc.

Cohen Brown Management Group is the internally recognized leader in sales-and-service cultural and behavioral change, specializing in consulting and training processes for management, front-line, support/customer service units and call centers. Performance Grapevine provides thought leadership insights on sales training, sales management, leadership training, time management, consultative selling, behavior change, organization change, and culture change.


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