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(626) 536-2173 — That is my cell phone number. Yes, I just shared that with the thousands of people reading this newsletter. That isn’t typical access to the head cheese of a mid-sized consulting firm with over 80 staff. Please put that number in your favorites on your mobile. When you call, I may not answer immediately as I filter calls for known contacts, but if you text me with your details, I will add you ahead of time. That way, when something goes bump in the night and you need PR help, your call will get through to me.
I offer this direct access to make a point. I recently listened to 99% Invisible - a podcast series that focuses on niche stories about American businesses, the economy and society at large, and the discussion on SLUDGE caught my attention.
Sludge is the concept that corporations employ less-than-responsive customer service to give the illusion of care, while actually burying customers in long phone calls, department transfers and “accidental” call drops. When management instructs their call center representatives to complete every call in under three minutes, that may result in them just hanging up on you. Other times, there is intent to simply outlast the customer by wearing down their patience until they just give up. I'm sure many of you have experienced this in some form - getting stuck on hold, being transferred to multiple departments or struggling with an inane ticketing system, without ever seeing your issue resolved.
Tripepi Smith operates in the antithesis of Sludge. We share the work cell numbers of every staff member on their account at TS with every client. There is no need to navigate a phone tree. We share the work cell numbers of every staff member assigned to a client account with the client. And, when that is still not enough, you have (626) 536-2173 — straight to the top, right into my 24-7 phone.
Just like your team, our team appreciates work-life balance and enjoys personal time and boundaries. At the same time, we trust that if a client needs to get in touch after hours, it is for a darn good reason, and take pride in being hyper-responsive to those calls. We know that most municipal agencies are never really closed, and emergencies can arise at any time. Our clients don’t always get to choose when the need for help arises, but Tripepi Smith can choose how we respond when we are needed. That is what an institution of local government does. Sludge-free since 2000.
Put Me on Speed Dial,
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