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Jehu
Premium
join:2002-09-13
MA | yep I predicted this years ago. I am a genius. It will only get worse. | |
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KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
 ·AT&T Yahoo
·AT&T DSL Service
 ·Cox HSI
·AT&T Southwest
| Re: yep Everybody hates waiting in line and on hold... Plus their perceptions time / reality get whacked quickly when waiting in line.
If a person waits in line 30 seconds, they act like it's 5 minutes. If they wait 5 minutes, they act like it's half an hour, and if it's half an hour, why they've been standing in line ALL DAY.
People often receive excellent superfast customer service and yet think they got really bad poor service because they had to wait as little as 45 seconds to 2 minutes to get served.
--
"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!) | |
| | | | | | | Davros866
join:2001-07-23
Houston, TX
| Re: yep Falsehood? For me time = money bigtime! On any given day I am usually working for a client, or between clients. The faster I get to the next one, the more I can cram in, and the more $$$.
Maybe you're one of those salaried corporate slaves who barely gets motivated enough to send out 2 memos a day? | |
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KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK | Re: yep ... and then there's those people that think THEIR time is way more valuable then everyone else's, and so it's OK if everybody else waits, but they are one of the "important" people and so deserve to get served NOW, ahead of everyone else.... | |
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calvoiper
join:2003-03-31
Belvedere Tiburon, CA
| said by KrK  :
People often receive excellent superfast customer service and yet think they got really bad poor service because they had to wait as little as 45 seconds to 2 minutes to get served.
Well, if they didn't like their 45 second to 2 minute wait, they are likely to go to a different provider if they can. Now if you don't care about whether you lose customers, you're either a monopoly or stupid.
And this isn't about arguing if it's "right" that a customer doesn't want to wait in line, any more than whether it's right that customers prefer brightly lit grocery stores to dimly lit ones. It's just a matter of recognizing what will keep the customers coming in and providing it.
The sooner that business people get it through their head that it's important to serves the customer's wants, rather than try to hammer the customer into what the vendor thinks a good customer should look like, the sooner they become successful.
To summarize: You want to make we wait 45 to 120 seconds, you can--but you can't make me like it or come back to your business ever again.
Calvoiper
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VoIP--the death knell of remaining voice monopolies! | |
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KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
·AT&T Yahoo
·AT&T DSL Service
·Cox HSI
·AT&T Southwest
| Re: yep said by calvoiper :
Well, if they didn't like their 45 second to 2 minute wait, they are likely to go to a different provider if they can. Now if you don't care about whether you lose customers, you're either a monopoly or stupid.
The sooner that business people get it through their head that it's important to serves the customer's wants, rather than try to hammer the customer into what the vendor thinks a good customer should look like, the sooner they become successful.
To summarize: You want to make we wait 45 to 120 seconds, you can--but you can't make me like it or come back to your business ever again.
The point is Calvoiper, is that often people's perceptions and demands are unrealistic, even impossible.... so even when they are delivered *awesome* service, they only notice the negative. There's little else that can be done..... If they want to go somewhere else, they can, but unless that place is also perfect, the service there will actually be worse... they will wait even longer... and so they will come back to you.
Basically, you can please some of the people some of the time, but you can't please everyone all of the time, and the more impatient and rude that person is, the less likely they are to be pleased about anything, even perfection.
--
"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!) | |
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calvoiper
join:2003-03-31
Belvedere Tiburon, CA
| Re: yep The point is, HALG, that you have a monopoly view of customer service and I have one reflecting the competitive side of business.
Many "impossible" things have happened because customers wanted it--we don't have to have our autos "lubricated" every 1000 miles like they used to in the 1930's. Long life rechargeable batteries without "recharge memory" problems for cell phones were, not long ago, "impossible" or "way too expensive". Now they are common.
The successful company will try to satisfy the customer, no matter how "hard" it seems. The failing dinosaur of a company will argue incessantly that the customer has "unrealistic expectations." If the dinosaur is big and powerful enough, it may survive long enough to eventually adopt the innovations made by the smaller player, or it may not.
This is not to say that every idea from some marketing MBA is a good one. (I recall stories of a marketing guy at ATT telling the newly-acquired NCR engineers that a new laptop needed an "off" light, even though that would eventually drain valuable battery juice. The difference is that this stupid idea wasn't at all important to customers.)
One reason that monopolists so resent new competitors is that the competitors are willing to take risks and innovate when the monopolist would rather just sit in the chair and tell the customer how "unrealistic" or "plain stupid" is. It's very hard to do that when the guy down the street is actually focusing on meeting the customer's wants.
And yes, I have some first hand experience in this area, having worked a difficult "post dial delay" problem in the days before SS7--with focus, we achieved what our engineers had said was "impossible" and only the result of "unrealistic" expectations on the part of our customers.
Calvoiper
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VoIP--the death knell of remaining voice monopolies! | |
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KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
·AT&T Yahoo
·AT&T DSL Service
·Cox HSI
·AT&T Southwest
| Re: yep You're still missing the point. Most competitive companies (not the monopoly ones) still try to meet the customer's expectations, and still try to deliver the absolute best.
However, it's not a case of "impossible" as much as it is a case of economic costs. As you are aware when in a competitive environment, price is a factor (often, the #1 factor.)
Let me illustrate with an example: A corner store has 2 employees to serve customers. Most of the day, this generates little or no wait times for customers, but at peak periods, or during rush periods, lines may form that are swiftly worked through-- but it's possible that customers may have to wait in line 45 seconds to 2 minutes to get through the process.
Now, there IS a solution: The store could add a 3rd register, and hire on another employee. This would improve wait times. However, the costs of hiring the third person would cut into the profit to such an extent as to require a 30% increase on prices to cover, but in a competitive environment, such prices would simply kill the business totally. Not increasing prices would make the store survive, but the owner would now make so little that he could close the shop and work for someone else and make a lot more money and a lot less headaches.
So what do you think is going to happen? The third person will not be hired, and the status quo will continue.
It's more then just trying to meet everyone's demands. You have to weigh the economic costs of pleasing everyone vs the small amount of business you might lose.
It's always a compromise... and that compromise usually comes down to "you can please most people most of the time, but not everyone all of the time."
And trust me, that IS what sucessful companies do.
--
"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!) | |
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calvoiper
join:2003-03-31
Belvedere Tiburon, CA
| Re: yep Yes, there will be compromises.
But I hope your corner store would consider hiring someone part time to handle the expected peak period rush--and if they don't, then the store in the next block probably will.
If neither corner store is able to meet the customer expectations, they both risk being run out of business by an operator with a different business model which keeps the customers happier--which is exactly what happened to traditional "corner stores" in much of America as supermarkets opened. Their surviving offspring are more "convenience stores" than the true grocers they used to be.
The original discussion appeared to relate to waiting times for telephone assistance. If you're running big call centers, keeping wait times to the absolute minimum should be a priority (unless you want to discourage calls, which is a whole 'nother can of worms....)
Calvoiper
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VoIP--the death knell of remaining voice monopolies! | |
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N3OGH
Bear patrol must be working like a charm
Premium
join:2003-11-11
Philly burbs | Would you people hurry up and post, I'm sick of waiting... | |
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TheSaint
join:2002-01-25
Hanover Park, IL
clubs: | Re: yep They who deliver get's the customers. Its not that hard.
BTW, you have my post. Are you happy now? (No!)  | |
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ananananan
@qwest.net
| lol, this is funny. get real ppl. the general public never has been or ever will be ready for a personal computer let alone ready for the internet but the best part is that they laugh about it. there is nothing cool about being computer/ internet illiterate in todays world. | |
| | | courty3210
join:2004-03-29
Wilmington, DE | Re: Stories like this one, make ME impatient..... What's a "TYPE A"??? and what would a type B be? | |
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Logan 5
Silver and Black and blue in 2009
Premium,MVM
join:2001-05-25
The WasteLAN
·Pacific Bell - SBC
| "Type A" people are typically lawyers, doctors, policeman, stockbrokers or any high-stress profession. They are as I said before, impatient/highstrung by nature likely from the high levels of adrenaline and stress that accompany their professions.
Plus many of them can be "anal-retentive" as well.... | |
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Blackhood5
I Escaped Convergys
Premium
join:2002-08-24
Tallahassee, FL
clubs: | Impatient people Maybe broadband isnt making people impatient. Maybe its people that are already impatient buying broadband.
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Ring ring ring ring ring ring ring Banana Phone! | |
| | Hellfish
join:2003-02-26
Naperville, IL
| Re: Impatient people said by Blackhood5 :
Maybe broadband isnt making people impatient. Maybe its people that are already impatient buying broadband.
that's exactly what I was thinking. You can't use one to prove the other.
and in the immortal words of homer simpson, "Oh, people can come up with statistics to prove anything. 14% of people know that." | |
| | | | | dragonhorse
join:2004-06-30
Ottawa, ON
| Re: Impatient people laith for your answer...I'll rather use dialup *than* cable
more than enough for me and very cheap anyhow 
I guess the real problem (and read slowly) is that people get impatient because they upgrade or whateversome and not realize their error and they get stuck in it. like try the example of someone who had always driven a I4 car with no problem for a long time and somehow traded up to a V8 then suddenly find it too difficult to get used to I4 cars again.....there's da problem
dragonhorse... | |
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technick
Premium
join:2000-12-16
Loganville, GA | I would leave the internet before switching back to dialup | |
| DoubleT
Premium
join:2002-04-09
Dallas, TX | I was going to say I had some really great observation to make...but I got tired of waiting around for the page to load and I forgot it.
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A member of -The Outfit-. | |
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technick
Premium
join:2000-12-16
Loganville, GA
| I hate waiting... Hell, at work we have 4-5 channels open on our T1 (fractional t-1 more like it) for internet, the rest of the channels are used for voice. It really sucks, it's like dialup on steriods.. I download everything at home and bring it into work... 30-40kb/s just doesn't begin to cut it for me. | |
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antiphishing
Phishing Scam Terminator
Premium
join:2004-06-09
Wilkes Barre, PA
2 edits | People want quicker, 'always on' reality _________________________________________________________
seems more likely that people simply hate automated phone systems
__________________________________________________________
Automated Phone Systems Hell.
Push 1:For Windows. (Twenty more menu's after this)
Push 2:For Macintosh. ( Laughs, then hangs up.)
Push 3:For all other operating systems. (Transfers the call to the Philippines which then you can't understand what the heck the Tech Support people are saying.)
Push 4:For the previous menu ( Takes you ten steps back.)
Push 5:To hear what your balance is? ( Which is always wrong because the company overcharges you all the time. )
Push 6: To change your password? (Resets the old password now you can't access your account. You will then have to go back twenty steps to find out how to get the information to find your new password.)
Push 7: To speak with someone that's not in India (But then you will be on hold for at least two hours )
Push 8: To cancel this call. ( Which then you will have to go through fifty steps to get back to this point.)
Push 9: To leave a message (So the company doesn't have to pay more people to deal with your tech support issue.)
Push 0: We can't understand your option.
Push #: Sorry that's not a option we can accept.
Push *: Busy signal.
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Dslreports.com Forum No-Spin zone starts here.
»www.antihotmail.com
spammers_are_scumbags@antihotmail.com | |
| | RadioDoc
58ef2c0
Premium,ExMod 2000-03
join:2000-05-11
·AT&T Midwest
| Reality? "People want quicker, 'always on' reality".
Reality?
Look out the fooking window. That's reality, and it's always on, and always has been...
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Rise and take away their lies | |
| pacmanfan
Premium
join:2003-11-22
Mansfield, MO | They think they know impatient? I can't imagine being any more impatient at anything besides this 28.8kbps connection I've got here. It's my reality  | |
| hedyd4u
Premium
join:2003-12-16
Schenectady, NY | On all that was said here Did anyone read all this I need the condensed version to save time. | |
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TheMadSwede
Premium
join:2001-01-30
Holland, MI
·Charter Pipeline
| We should have first... ...taken a poll to see how many of the posts in this thread would be stupid joke posts about impatience.
And the funniest part is each guy thinks he's the first that thought it would be funny to post a joke response.
Hilarious.
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Bipartisan politics has become a tallest midget contest. | |
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lkajfk
@24.171.x.x | Re: We should have first... Don't be naive. He didn't think he'd be the only one, he just wanted to be first.
What's really hilarious is that you tried to sound insightful and intelligent and just looked stupid. | |
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Improfane
join:2003-12-05
clubs: | Re: We should have first... Well said. | |
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TheMadSwede
Premium
join:2001-01-30
Holland, MI | I am in a tough place here. I want to respond to your witty, err...insightful post, but you're anonymous, so there's not much point in doing so.
Any advice?
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Bipartisan politics has become a tallest midget contest. | |
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BIGMIKE
Premium
join:2002-06-07
Westminster, CA
| Internet users impatient with search results CyberAtlas: Internet users impatient with search results
Nov 15 2002: CyberAtlas reports that 56 percent of Internet users don't bother looking through more than two pages of results on search engines.
According to a recent study from iProspect, three-quarters of Internet users use search engines. However, 16 percent of Internet users only look at the first few search results, while 32 percent will read through to the bottom of the first page.
Only 23 percent of searchers go beyond the second page, and the numbers drop for every page thereafter.
Only 10.3 percent of Internet users will look through the first three pages of results, while just 8.7 percent will look through more than three pages.
The study also indicates that 52.1 percent of Internet users choose the same search engine or directory when searching for information, while 35 percent alternate among a number of favorite search properties.
Just 13 percent of users said that they use different search engines for different types of searches.
Overall, Internet users were happy with the results garnered from engines, with three quarters of respondents claiming their searches were successful most of the time.
However, the research also found that Internet users normally switch to an alternative search engine if they are unable to find the information they’re looking for.
Only 7.5 percent of Internet users said they refined their search with additional keywords in cases where they were unable to achieve satisfactory results
»www.nua.com/surveys/index.cgi?f=···rel=true | |
| | Hellfish
join:2003-02-26
Naperville, IL
| Re: Internet users impatient with search results said by BIGMIKE :
CyberAtlas: Internet users impatient with search results
Nov 15 2002: CyberAtlas reports that 56 percent of Internet users don't bother looking through more than two pages of results on search engines.
yea, but how many of those people find what they are looking for in those first 2 pages, probably 90%. i hate statistics like that | |
| vic102482
Premium
join:2002-04-30
Upper Marlboro, MD | Is it that Broadband makes people impatient Or IMPATIENT PEOPLE CHOOSE BROADBAND hmmm.
Would make sense those who are impatient opt for faster service.
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I tie a rope around my penis and jump from a tree, don't you wanna grow up to be just like me!!!! | |
| Shuddertrix
join:2004-07-08
Botkins, OH
clubs: | what i think.. If you are a heavy user and you are stuck on 3.0 or slower download, you may think 30 minutes for a cd image (like linux) is still slow, and i always think that. So it doesn't make me impatient.. | |
| Xure
join:2003-11-14
Beverly Hills, CA
1 edit | Ohh puhleeeze! Retarded reasoning!
Of the worst kind.
What they found may speak that people that are not complacent to wait and want more out of their Internet get broadband. They get the broadband because they are a certain way and not that broadband makes them that way.
Lies, damn lies and statistics.
Everything can be twisted. This kind of stupidity makes me question if they are really that stupid or they are malicious... | |
| Lethal8472
join:2004-02-24
Loretto, KY
clubs:
| Might be true... I have a friend who got broadband a year ago and now if a page doesnt load as soon as he clicks on a link, or he gets a dl speed less than 80 Kbps a sec, he gets annoyed. These people have an ungodly amount of bandwidth compared to us dial-up users, and yet they still complain for more speed and lower prices. Be happy with what you have.  | |
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jazzy_
join:2004-01-27
Charleston, SC
1 edit |  lemonlimes
Techdirt points to this study that claims users with broadband are less patient in everyday life. One in three of those surveyed had broadband, and say that since installation they're less patient in the "real world", wanting the "always on" immediacy of their home connection to carry over into reality.
Like someone else pointed out, the fact of the matter is that impatient people are more likely to upgrade to broadband. Which kinda makes this poll a bit useless. And if anything people that are using broadband become more efficient which in turn could end up making someone more impatient in "real life"(not on the net) situations.
yeah
mikeslogic | |
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avd706
insert annoying animated gif here
Premium
join:2003-02-06
Union, NJ | How about the people that have TiVo? I try to pause and 'replay' the last 8 seconds all the time.
Too bad you can't pause the wife.. | |
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footballdude
Premium
join:2002-08-13
Imperial, MO
| Re: How about the people that have TiVo? said by avd706 :
Too bad you can't pause the wife..
Hah, that depends on what you say..... | |
| KaiSeun
join:2004-05-21
Toronto, ON
| Seems creditable I know some people who've become impatient since they got broadband. They seem to say "communication requires guarentees", which is impossible when dealing with technology.
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Does your post contain coherence, succinctness, and grammer? If not, you may need to click the edit button. | |
| RogerDucky
join:2002-01-04
Plano, TX
| Real Reason People Are Impatient... ... is because of the increasing pressure to be more "efficient" -- in other words, spend less time on doing stuff, so more can be done in the same amount of time. That, rather than broadband, makes people less patient, since people will feel they can't *afford* to spend extra time, lest they be fired or passed up for a promotion, or earn less money, or whatever.
Also, people under pressure gets an adrenaline rush -- the heightened perceptions makes the passage of time seem much slower than it is, and that, in turn, makes the amount of time spent feel inordinately long, further adding to the aggravation.
If anything, broadband has actually reduced the amount of time I spent online, which gave me more time to do other things, thus, making me more patient than I was before. While those early broadband ads that promised that one would "reach the end of the internet" using their connections were exaggerating, it was effectively true, since people who didn't need to wait for their connection to finish downloading/sending stuff gets more online things done at once, so, to the user, they didn't need to be online as much anymore -- effectively reaching the "end of the internet" | |
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Freiheit 09
Cool Chicks Will Dig Me Soon
Premium
join:2003-06-08
Saint Louis, MO
clubs:
1 edit | Re: Real Reason People Are Impatient... zoloft is the solution... | |
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Broadband Makes You Impatient?
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Re: yep
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