27 February 2012 Jay Shepherd

Noon to four is not a time. It’s a cop-out

So the Thermador dishwasher-repair guy calls to confirm that he’s coming today.

“When?” I ask.

“Between noon and four,” he says.

“You can’t tell me any more specifically than that?” I ask.

“Nope,” he says. “We’re busy.”

Nice. And I’m not.

That suggests to me that he doesn’t really know his job very well. You’ve got to figure that an experienced dishwasher guy would have an idea how long repair calls usually take. And you’ve got to think that the appliance company he works for would have some experience in how to effectively dispatch the repair guys.

For the better part of two decades as a lawyer, I scheduled appointments, calls, and meetings with clients, courts, and other lawyers. Not once did I schedule something for “noon to four.” If I thought a client meeting would run longer than the hour I was planning for, I’d make sure not to schedule something for the next hour. It’s not that hard.

Cable and phone companies, appliance-repair companies, and delivery services: it’s time to start caring about your customers and their time. Either figure out how long your calls will take, or get better at staffing and dispatching. Or both. It’s really not that hard. Giving customers four-hour windows is a cop-out. It’s also disrespectful.

Note: not only did this particular repair company say that they charge by the hour, but they made a point of saying that they also charge in six-minute increments. Nice. Looks like I’ll be watching this guy like a hawk. When he eventually arrives.

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