What makes you instantly ragey?
Everybody has something that pushes that button.
For me, there are three things.
- Anti-vaxxers. They are putting their children, your children, and the entire population of the planet at risk. There is not now, and never has been, any evidence to connect vaccinations with anything other than decreased levels of disease and the odd mild side effect. But they won’t listen to scientists and doctors. They’d rather listen to unqualified idiots off the internet.
- People who sniff, constantly and disgustingly. Especially in a library when you’re trying to write your dissertation.
- The automated telephone menus that banks use.
I’ve solved point two by starting my own business and avoiding other people as far as possible. I’m not antisocial; just choosy.
Number one, I’ll come back to another time.
Number three, though. AAAAAAAAAARGH. Is there anything more instantly rage-inducing than trying to speak to a human and getting a never-ending feedback loop of automatic menu fury?
Honestly, I don’t know about you, but the only time I ever call my bank is when I absolutely have to speak to a human being.
You’d think I was asking for the moon on a frickin’ stick.
I mention this because not one, but three – count ‘em, THREE – of my banks screwed me over in one week. My personal bank had a security breach and cancelled my card – fine and good. Then it took them more than two weeks to get a new one to me. Not fine. Not good.
My business bank had some kind of glitch which meant my card didn’t work.
My credit card company seemed surprised when I put a large purchase on it, and stopped it temporarily because of the risk of fraud. Imagine that, using a credit card to put a large purchase on…
Anyway, none of this was necessarily a problem in itself. Irritating, but ultimately for my own good. I don’t want scumbags spending my money on designer trainers and huge TVs.
The problems really started when I tried to call the banks to sort out the problem.
I feel so sorry for the call handlers. I always stay polite, I never shout, but I know I sound annoyed when I eventually get through to them. And it’s not their fault. They must get so many angry people shouting at them.
So these banks are doing two really crappy things:
- Making their customers furious.
- Giving their employees a really unpleasant task to do.
Do you like automated menus? I’ve never met anyone who does. So if virtually all a company’s customers are telling them that something they do is BAD, shouldn’t they change it?
You’ve been with me a while, so you know I’m a big advocate of running your business by your rules – but not to the point of idiocy. The idea is to keep yourself happy and running smoothly, but not if that way of doing things alienates everybody you come into contact with.
Banks can get away with it, because we have few choices when it comes to banking. And they’re all the same in the automated menu respect.
But you and I can’t get away with it. If we make our clients furious, they’ll simply go elsewhere.
If banks could change one simple thing and make a huge difference to their customers’ and employees’ lives, it should be automated telephone menus.
What simple thing could you do in your business to make a huge positive difference to yourself, your customers and your employees?
It’s something I go through in my book, Business For Superheroes.
Click here and give it a whirl.
Vicky Fraser is a copywriter, author, and entrepreneur. She really did run away with the circus… but when she’s not swinging from a trapeze, she’s showing other copywriters and small business owners how to work with better clients, make more money, and stop missing bathtimes, first words, and dinners with angry partners. In fact, she wrote the book on it. Get your copy here.