The little things
I needed to drive for work, but my insurance didn’t include business travel, so I ring my insurance company. I ask how much it would cost to include it just for the day and after waiting in the queue and then on hold for the rep to get the answer I’m told that I could have business travel added to my policy for the current life of the policy for the grand sum of £0.00!
The first question that comes to my mind is why didn’t they just include it in the first place?! Why make me ring up – wasting their employees time (and mine) when they could have just included it for free in the policy? I can think of one reason, which is that if I’d just driven the car they could have left me uncovered in the case of an accident – but that’s hardly customer service, and think of the wow factor when they send me my policy details with the info that I’m automatically covered for business purposes for free!
My question now is, is there anything else they’d give me for free if only I bothered to ask?!
Bad service design, anyone?
Leave a reply