Adhering to Process & Procedure

Sept. 5, 2012
Sometimes service in organizations falls by the wayside due to processes and procedures

Sometimes service in organizations falls by the wayside because processes and procedures get in the way. Here is an extreme example: (More discussion on Processes and Procedures to follow in this column next week)

Family Member:   'I am calling to tell you she died back in January.'

Service Provider:  'The account was never closed and the late fees and charges still apply.'
Family Member: 'Maybe, you should turn it over to collections.'
Service Provider: 'Since it is two months past due, it already has been'
Family Member: So, what will they do when they find out she is dead?'
Service Provider: 'Either report her account to frauds division or report her to the credit bureau, maybe both!'
Family Member: 'Did you just get what I was telling you - the part about her being dead?'
Service Provider: 'Sir, you'll have to speak to my supervisor.'

Supervisor gets on the phone
:
Family Member
: 'I'm calling to tell you, she died back in January with a $0 balance.'
Service Provider: 'The account was never closed and late fees and charges still apply.'
Family Member: 'You mean you want to collect from her estate?'
Service Provider: (Stammer) 'Are you her lawyer?'
Family Member: 'No, I'm her great nephew.' (Lawyer info was given)  
Service Provider:  'Could you fax us a certificate of death?'
Family Member: 'Sure.' (Fax number was given )

After they get the fax
:
Service Provider
: 'Our system just isn't setup for death. I don't know what more I can do to help.'
Family Member: 'Well, if you figure it out, great! If not, you could just keep billing her. She won't care.'
Service Provider:  'Well, the late fees and charges will still apply.'
(What is wrong with these people?!?)
Family Member: 'Would you like her new billing address?'
Service Provider: 'That might help..'
Family Member:  ' Odessa Memorial Cemetery , Highway 129, Plot Number 69.'
Service Provider: 'Sir, that's a cemetery!'
Family Member: 'And what do you do with dead people on your planet???'