Steven was trying to make the purchase of his new used car official, so he could get license tags for his State. In order for the State to allow him to put the vehicle in his name, he had to submit paperwork to prove that the prior owner (from another State) had passed away since the owner’s children were selling the car. Steven put together 13 pages of documents including a copy of the death certificate, and he sent them off to the State.
Three days passed, and he didn’t hear anything. Seven days passed, and he didn’t hear anything. Two weeks passed, and…well, you get the picture.
With Steven’s patience gone and his concern heightened because he was driving the car around when it wasn’t in his name, he called the State.
Their response: “Yes, we received the fax, but we didn’t get the death certificate. So, we denied it.”
Steven: “Why didn’t you tell me that you didn’t get the death certificate? Why didn’t you let me know you denied it?”
The State: “Well, we tell customers it will be approved in 3-5 days, so we assumed that you’d figure it was denied if you didn’t hear from us in 3-5 days.”
Yes – that was really the response. Essentially what they said was – We didn’t contact you to tell you there was an issue because we figured you would realize that there was an issue if we didn’t contact you to tell you there was an issue.
Some customer service is so bad, you can’t make this stuff up.
It’s vital to proactively and promptly tell customers when there’s a problem, when there’s an issue, when more information is needed, when there’s a denial or cancellation.
You’ve probably heard the old saying that “No news is good news.” But in this case, “no news” was bad news, and it turned into a bad experience.
Never assume that the customer knows what “no news” means.