Filed under: built heritage, business, cultural heritage, Customer Service, heritage, Marketing, Technology in business, Uncategorized | Tags: Business practices, Consultant, Customer analysis, Customer relations, Customer Service, Management service
A Jewel is lost and a crown tarnished…
On March 22, 2010, the City of Burlington effectively lost a jewel in the heritage crown when Council could not make a decision on the relocation of the Freeman Station. On May 31, 2010, some 70 days later, not only was that jewel lost but the heritage crown of the City tarnished, as Council again failed to come together and save the Station. Instead of locating the Station they received and filed the report and directed Staff to find a new “owner “ and report back in six months. If no owner is found the Station is to be demolished. Last night, June 14, 2010, Council voted to dispose of the Station. Demolishing the station is irrevocable and permanently tarnishes our heritage crown, but questions the values that we place on heritage and culture in Burlington.
So why couldn’t Council decide on a location? This question was asked by the Mayor, during the Committee meeting. He concluded that it seemed a few negative responses on a site and Council was turned off. We may never know the answer why. Perhaps each member of Council had a very good reason.
Now we have 6o days to watch the grand old lady – much like a prisoner on death row wondering when the end will come. She will sit proudly as she has for over 100 years and innocently wait and then on a cold December evening Council will make their ultimate decision to have it disposed. This Council couldn’t make that choice. Ironically it will fall to a new Council to make that decision – what a legacy to pass on.
Over the next six months there will no doubt be an out pouring of comments some in favour of demolition and some not. We do know that her glorious past is exactly that, past, and her future, not so bright. We will always remember her for what she did to help make the Town of Burlington a City.
Like a pet owner watching his/her pets life slide away; the heritage groups will also be watching her in the final days. We can hear the fat lady singing in the wings now – it’s just a matter of time albeit a short time compared to her colourful history, before the singing will stop and then the silent air broken by the sound of her wooden walls being crushed, her life finally squeezed out of her and hauled to the land fill site out of view and out our mind forever. A terrible way to treat our culture and heritage…
Filed under: business, Customer retention, Customer Satisfaction, Customer Service, Increased sales, Marketing, sales, Technology in business | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer analysis, Customer relations, Customer retention, Customer Service, Improved market share, improved sales, increased profit, Marketing, Marketing plans, Marketing programs, Measurement systems, Technology in bsiness
Scenario One:
Ringgggggggg – it’s the telephone. You quickly glance to your PC its already 5:00pm, and with a desk of paper work and as Manager of a Transit system, this means another long late night.
The caller identifies herself as Jane Smith and she wants to know how you are making out with her recent complaint. You have no idea what she is talking about. You definitely don’t know how close it is to being resolved. You ask her for the particulars and tell her you will get back – probably tomorrow or the next day. She is not satisfied and after telling you how poor your service is, she finishes by saying she will call the Mayor. This is a call you don’t want to happen. You scribble a note for your marketing coordinator and hope he will be able to sort Mrs Smith out quickly in the morning. If the complaint is not resolved soon , the next call will be from the Mayor.
You hang up the telephone on a very upset customer at 5:10pm
Scenario Two:
Ringgggggggg – it’s the telephone. You quickly glance to your PC its already 5:00pm, and with a desk of paper work and as Manager of a Transit system, this means another long late night.
The caller identifies herself as Jane Smith and she wants to know how you are making out with her recent complaint. You have no idea what she is talking about. You definitely don’t know how close it is to being resolved. However you recently installed the Cornerstone Management Services database : Customer Relationship Management Reporting System. You confirm her name and address and click on the key “Customer Incident Lookup” and highlight her name and double click. A list of complaints comes up and you double click on the last one. This takes you to the Communications page for that incident. Here you can now see at what point your staff is in, in the resolution process. You apologize for taking a few seconds to bring her information up and then explain to her what has occurred and that it looks like it will be full resolved by tomorrow at the latest. Mrs Smith is quite satisfied and thanks you for your prompt response and subsequent resolution. Any call to the Mayor will be in praise of his Transit group looking after their customer.
You hang the telephone on a very happy customer at 5:07pm.
Which scenario would you prefer? I think we would all agree on number two. So why not install a database that can provide you the answers quickly, when you need them? It’s easy to use and inexpensive. Call us today for more information 905 -336-6503 or by e mail at dave.morris@sympatico.ca or ww.cornerstonemanagementservices.com .
