Employees Make Or Break A Company’s Reputation
September 20, 2007 – 3:01 pmRecently, I have been thinking that no matter how good your company is, if you have dumb employees, they will break your reputation eventually.
I was told of a case where a lady’s branded laptop had a problem so she sent it to the service centre to have the problem checked. She left it there for a couple of days and without being contacted, the staff at the service centre did a format of her hard disk without asking her if she has already backed up her data and in the event, she lost everything that she has saved in the hard disk.
Sure, you could say that the lady should have backed up her files BEFORE sending it in for repairs but she could not boot up her system and did not know how to hook up the hard disk to another system to transfer the files over.
Even so, the staff at the service centre should have called up the owner and at least let her know that the only way to repair this error is to format the hard disk. Have you saved all your files? Can we do it?
But no, they did not do so and this has spoiled the consumer experience for this lady. She is a customer and when customers are unhappy, you know what they will do? They will spread the news, of course. Although this company is reputable international company, one episode like this has made people think twice about deal with their customer service.
If you are in human resource and your job is to hire people for the company, make sure that you hire people who are smart enough not to mar the image and reputation of the company!
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