lance cashion: remote control

What does 'Thank You' look like?

Thank Yous come in many variations. In the professional world, I enjoy writing Thank You notes. Some may scoff and murmur that it is not a masculine endeavor. I disagree. Taking the time to write a sincere 'Thank You' to a colleague, new business acquaintance or customer is a noble activity.

Apparently a transaction of value has occurred to trigger a heart-felt thank you.

If your day is not going the way you would like it to. Or perhaps you are feeling down or beat-up. Stop and write someone a 'Thank You' note.  Feel free to read an earlier post of mine on this subject... Sorry, I'm a bit obsessed with gratitude at the moment.

What does 'Thank You' look like to you?

Lance

Cut the BS: People Demand Honesty!

I've been on a customer service and No BS tear as of late. I won't apologize because I'm sick of people being treated like idiots by sales people and companies who want our money but don't want to deliver value or service. So, the saga continues with another story of stupidity.

Back Story:

I was having a conversation with my wife this morning (who is a fantastic Realtor). She was reading a description of a home for sale here in Fort Worth. The language used by the listing agent (I won’t use their real name) describing the home painted a picture of a lovely home that was cared for and completely updated. The agent used words like “oasis” and other whimsical language to describe this home. Come to find out, the place is a complete dump. This particular agent has a habit of doing this. Why?

I mean, what does this listing agent have to gain by misrepresenting the property and wasting people’s time? It’s stupid to think that you are going to pull the wool over people’s eyes. I mean, the place is nothing like you describe it.

The agent and consumer would be better served if the agent had said;

• This home is in a great neighborhood (True)
• This home has a lot of potential (True)
• Buyers interested in updating and showing some love to a great old home (True)
• Located in an exemplary school district (True)
• This home is the perfect way to get into a great neighborhood at a discount (True)

You get the picture.

The Real Deal:

I submit that people today are looking for complete honesty and transparency. Be honest! Don’t think you can get away with misrepresenting the truth with me. I’ll research you, the home, the neighborhood, gas leases, soil content, crime rate, previous owners and your real estate company before we even shake hands. I’ll probably know more than you will. So, stop trying to fool people.

You are missing the mark with your marketing strategy, pissing people off and ruining your reputation. Buyers exist that would love to purchase this home but, you are not marketing to them. So, Stop.

Rant over!
Lance Cashion

Do you have any experiences with this type of crap?

Question Day: Tuesday July 27

Today is Question Day!

Every day, I get several emails, calls and messages from folks with various insurance questions. So, I've decided to dedicate a day to giving you answers to your questions. My goal is to build a reliable reference for the people I serve without sales pressure.

I will prove that I provide the BEST customer service in the insurance industry!  Even if you are not a customer, I'll treat you like one.

We're going to keep this simple. You can ask your questions the following ways:

1. Comment Below

2. Email Me

If you have questions that must be held in confidence (ie. pre-existing conditions, health history, etc), please email me. By law, I cannot share information given by clients without permission.

Here are the areas I'll be covering this week:

-Individual Health Insurance

-HSAs

-Term Life

-Medicare Supplements

Let's see how this works out.

Thanks in advance for being a part of the process!

What is your question?

Unintended Success Story from a Lowly Blog

One of our partners was offering a service I needed. However, the price was not within our budget on this particular project. So, our partner said they would give us a discount if I shared my experience with their service on my blog. Done and done!

Like I’ve said before, I like awesome products and excellent customer service. I like people/companies whose actions and service match their words. Therefore, you’ll be hearing about our partner in the coming weeks. Perhaps they provide a service you can use as well.

Over and out!
Lance Cashion

TXU Energy Billing and Customer Service Run Around

Have you ever dealt with these people?  I’d love to hear about it!   Leave a comment on my blog and TXU will hear about it!  TXU FAIL imo.  You can contact TXU here.

TXU Energy Billing and Customer Service Run Around

Dear TXU Energy Executive Team,
The electricity in my home is provided by TXU Energy.  I have been a loyal customer for several years.

People who know me don’t hear me complain much unless I absolutely mean it.  I love awesome and genuine customer service when I purchase a product or service.  I have sent thank you letters and emails for great customer service folks at huge corporations who really take care of me. 

Treating others (customers) how you would want to be treated is not TXU’s MO.  On my TXU Energy Bill page 2, you will see TXU’s stated goal.  It is as follows;

“Our goal is to provide outstanding customer service to you and resolve all customer issues through our (800) XXX-XXXX customer service number”.

Here’s the back ground.  I received my electric bill for June 2010 and it was 58% more than May 2010.  For reference my June 2010 bill was 35% more than August of 2009 (the month where we consumed the most energy).  The bill states that I have used more 45% more electricity in June 2010 than May 2010.  Our consumption habits have not changed in a month and Oncore (TXU provider) came to our home in April to provide a complimentary energy service/inspection of our home that promised to make our home more efficient.  So, you can see that I MAY want to speak with someone at TXU Energy regarding this increase in our bill.

Call 1: It took me 2.5 mins to navigate their automated “customer service” line to get a live human.  When I did, the human I was connected to was in the Philippines and barely spoke English.  I kindly asked if I could be transferred to someone in the US to discuss my bill.  The operator said that they could not transfer calls out.  I said, “thank you” and hung up.

Call 2: It took me a little over 3 minutes to navigate the automation where I was placed on hold for the next available “customer service” representative.  After being on hold for about 20 seconds, the line went dead.

Call 3:  A charm right?  Not quite.  I spent nearly 3 minutes getting back to a human (located in the Philippines).  I told the operator that I had a question about my bill.  She informed me that their system was down and to call back in about an hour.  I asked if there was a number I could call Stateside where I could speak with someone about my bill.  She said, “yes” and proceeded to give me the SAME number I called in the first place.  To this, I said that it was the same number I just used and she replied that I would just need to call back in an hour then. 

TXU Energy has never been known for their “customer service” and should not make a goal statement like the one mentioned above.  It comes across as a snow job to customers and angers us more when we are given the run around.  I’d rather TXU and others companies who operate like them not mention “customer service” at all instead of using it as a sales pitch.  I submit that TXU Energy’s “customer service” is nonexistent. 

BTW, I’m still waiting for Oncore or TXU Energy (whoever) to cut the large tree limbs that are lying across the power lines in our neighborhood.  We reported this dangerous situation in February 2010. 

My clients will attest to the customer service I provide.  Can yours?

Regards
Lance Cashion

• Have you ever had similar situations with so-called “customer service”?
• Does my story make you think twice about the service you provide your people?
• Does TXU have the humility, brains or stones to answer my charges and defend their brand?