We are the 90%


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I noticed in my online banking that my mortgage company had not cashed their check within the usual timeframe. I was concerned – did the address change? So I called, and in the opening telephone greeting, this is what I heard:

“Please be advised that our office may be attempting to collect a debt
and any information provided may be used for that purpose.”

I felt like I had just been read my Miranda rights.

I felt dirty.

Legal obviously added this message to the greeting due to the increased number of folks who have fallen behind on their mortgage payments. I can understand that, but what about the 90% who have been making their payments on time?

This is clearly a case where customer experience was not considered. Nine out of 10 people are calling for some reason other than a payment issue, yet the mortgage company hit everyone equally with the same negative message.

There are other methods for handling such as message, and they are just a simple to execute. Given that the user has options, such as “To make your payment by phone, press 1” or “To speak with a loan counselor about a past due account, press 5” – the legal message could be played immediately after any option related to past due accounts only. It should be an easy fix. (And if your current phone system doesn’t allow for such customization, get a new one.)

Good customer experience isn’t about expensive, extensive programs—it’s about the little things. Simple things. It’s about making a phone greeting welcoming and positive and not combative. It’s about treating customers as individuals, with individual needs, and not as a herd.

Good customer experience comes down to one simple, well-known rule:

Do unto others as you would have them do unto you.

Republished with author's permission from original post.

Raelin Musuraca
Customer Experience Strategist, Musuraca LLC
Raelin Musuraca is versatile and energetic customer experience strategist with twenty years practicing marketing, digital strategy, and user experience. She has led multidisciplinary teams in the development of award-winning marketing and customer engagement programs.


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