Article written by Bob Green, Business Advisor, Western Sydney Business Centre.
Being a business advisor, family members come to me to ask advice on how to solve problems with organisations with which they have dealt. First, a large telecommunications provider. Their one and only mobile phone was the problem. They needed to transfer the eSim to a new phone. Didn’t work. After 8 days they still hadn’t resolved the issue. They were sent a QR code to scan which was no longer valid straight out of the courier bag! 32 phone hours in, they needed advice. Me – email the Commonwealth Minister for Telecommunications and lodge a complaint with the Telecommunications Ombudsman. Two days later an Australian based complaints handler fixed it.
Another family were having trouble with their working from home NBN connection. Similar response from help desks. Told them to contact the Minister and Ombudsman and purchase a personal hot spot from their electronics provider. Problem still in “fix” mode.
Another bought some of those trendy sausages. They ejected fat in fountain like sprays. Angry butcher denied it but said they contained bacon and two types of cheese. He got angry and refused to listen. They will shop at the supermarket, nearby, for their meat in the future. The butcher was already struggling.
Lessons -deal with small businesses with local help desks. Refer the problem up as soon as possible. If you are a small business, listen to complaints from you clients, analyze them and fix the valid ones. Don’t argue or lose your temper.
Need help with your business? Go to the Business Connect website, look at the Western Sydney Business Centre advisor bios and book one or call Western Sydney Business Centre direct on 02 4721 5011. If you are financially impacted, check out the Services NSW website. I can also help prospective NDIS providers, Bob Green.
