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When Does Process Kill Service?

By Ken Stewart on January 22, 2009

2696314442_2bc8dc3298 … To talk with technical support, press 3 now – (beep).

If you have a problem with your computer, press 1 now. If you have a problem with a peripheral, such as a printer, speakers, or MP3 player, press 2 now. If you think you have a problem…

Raise your hand.

I think it is safe to assume that all of us have waded through a phone menu trying to get help, attempted to find an online resource to avoid the pain of talking with another dreadful helpdesk, or simply found yourself blindly smashing your mouse on the table or punching your monitor! – well maybe not the extreme, but be honest; you have imagined yourself doing it haven’t you?

Why is it that so many companies put barriers up between you and the resources you need? Some might say it is to “efficiently route you to the appropriate resource ensuring that you receive the most expedient and appropriate response to your issue.”

You know what I want? Someone to fix my problem!

Now step inside of corporate America today… how many of you have worked for very large organizations that hide the cheese in a sea of bureaucratic mazes? You call several people, constantly being pointed in another direction, but unlike our favorite place, Disney World, no one has a smile and no one takes their time to walk you to where you need to be.

I’m still torn between what is worse: building walls between you and your customers or companies that erect walls which prevent customer-focused individuals from  serving their customers…

What do you think?

Image courtesy of Seattle Municipal Archives

Ken Stewart’s blog, ChangeForge.com, focuses on the collision between the constantly changing worlds of business and technology. To connect with Ken, you may visit him at DandyID.


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Ken Stewart

People-focused, business-minded, technology-savvy leader who likes to ask: "Why?"

  • Sharon
    Customer service; do we fight for what we deserve? Are we willing to pay more for the appropriate support and customer service? I for one stand on solid ground here; I will pay more to the organization with the customer service I expect. I will not work with organizations who fall short of that. The one exception, my own company! I do however attempt to change the processes which obviously frustrate our customers hopefully my clients are more patient than I.
  • Sharon, I think high-capacity producers are much more apt to get frustrated. I know I do. I think, however, than many customers use their voting power to decide just what is important to them. However, I also wonder if many people are beginning to expect everything for nothing ;-)
  • Sharon
    Ken, That is my dance! I expect to be hired for my skills; new market, skills that are not understood by my company; measurement via copier placements only, I am still finding my way. I appreicate your blog more than you will ever know, as my knowledge base is not challenged in my new world and I really NEED it.
  • Oh, the irony. I had to make one of those phone calls just the other day.
    I think to battle this 'phenomena' I think 'corporate america' should have to call in and suffer through those automated phone answering services as part of THEIR workday.
    Then we'll see how long it takes before the automated menu gets fast - tracked.
    It makes you wonder... have they EVER listened to the very type of customer service that they are providing??!!

    Grr.
  • Strong, my feeling on this is that companies often find ways to justify their process thinking they are better than the competitor down the street, so to speak - or thinking they are doing at least as good as their competition.

    It is a dangerous game to play, but very few companies really take it to the next level. Very few indeed.
  • kallan
    Tēnā koe Ken

    Bureaucracy is process. It's all process - cyclical process. I've seen it all before. AaaaaaaaaaaaaaaaH!

    I've just been looking at Voicethread. A blogging colleague suggested I should check it out. After fiddling with the information pages trying to work out what it can offer me and getting nowhere, I took a break (as I do) only to be confronted with your story of corporate bureaucracy. I though, "this is like déjà vu! AaaaaaaaaaaaaaH!"

    It is déjà vu!

    Is it me? Our is it bureaucracy in a web2.0 app? Check it out.
    http://voicethread.com/

    Catchya later
  • Ken, one definition of bureaucracy is: administration characterized by excessive red tape and routine. The one I think I enjoy is the primary (according to Dictionary.com) and that is: government by many bureaus, administrators, and petty officials.

    'Petty' - that really sums up bureaucracy! Process can be a grand thing when their is both form and function. Process can help maintain sanity where fire-fighting was prevalent and sustain institution when turn-over is present.

    I liken Bureaucracy to cancer. It serves no real purpose other than self-perpetuation and to exercise control where none is needed. It treats its members like children with no decision making ability and does not foster creativity.

    As you can see I am very passionate about this.

    I would say that if you are having some troubles with the voicethread solution though - you may very well be experience just what one might in an environment where red tape prevents you from forward movement ;-)

    It sounds as if they need to clean up their user interface. I did take a gander around and I think the idea is marvelous! I only spent 2 minutes on the site though - so maybe I didn't get deep enough to see the seedy underbelly ;-)
  • If I had to choose whether "building walls between you and your customers" or "companies that erect walls which prevent customer-focused individuals from serving their customers" is the greater evil, I'd say that the first item is worse than the second.

    I get paid a nice salary to deal with my company's bureaucracy.

    In most cases, the customer has to pay the company to deal with the company's bureaucracy.
  • Ontario, this is classic! I love the response. Well said.
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