In the Oregonian yesterday, Mike Rogoway called out Frontier Communications for hiking their rates without ensuring that their customer service personnel knew about the rate hike. They also forgot to post the changes to their Website.
Their excuse (paraphrased): “We sent the memo. Dunno what happened.”
And that’s no way to build trust within the company. How would you like to be manning their 800 number with no idea what’s going on?
Downhill, one-way communication just isn’t enough anymore – especially if no one gets the memo.