Years to Build, Seconds to Destroy: The Delicate Balance of Customer Trust

A reminder of how quickly trust can be eroded and why, in our remote-driven world, staying vigilant in customer service is more crucial than ever

Hello, Remote Leader 👋

This week, I encountered a situation that beautifully encapsulates a vital business lesson: Trust, built over the years, can be destroyed in seconds.

My client faced a connectivity crisis due to their service provider, TIM (Telecom Italia Mobile). A faulty modem – a design flaw – led to a network breakdown, throwing their operations into disarray. After much hassle, a TIM technician fixed the issue but then handed them a bill for the service. This charge, for a flaw in a device provided by TIM, left the client bewildered and frustrated.

The Irony of Policy Over Common Sense

The TIM technician revealed a counterintuitive policy: Charges apply only if a replacement is needed. So, the client would have gotten a free service had there been no tangible solution! It's almost like being penalized for finding a fix 😅

Luckily, being a Voxloud customer allowed him to stay operational throughout this ordeal, using their smartphones and data connections. This incident has pushed them to consider switching to Voxloud fiber, even with the looming penalties from TIM.

Customer Trust: A Fragile Asset

This story leads us to a broader discussion relevant to remote work and digital entrepreneurship: the fragility of customer trust.
In a world where face-to-face interactions are limited, every digital touchpoint becomes a testament to your reliability and service quality.

Never Make Customers Pay for Your Mistakes

Our internal issues should never become our customers' problems, which is critical. Maintaining impeccable service standards is non-negotiable in the remote business landscape, where switching providers can be as easy as a few clicks.

Have you ever faced similar situations? How do you ensure your remote services maintain trust and quality? I’m curious to learn from your experiences 🤓

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That's all for this Saturday.
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I wish you a great weekend!
Gabriele