Are You Rob Robinson? Or Rob Robinson?
This is a story about Rob Robinson’s tragic Valentine’s Day shopping experience. His wife, Ramona, has very particular taste in jewelry and Rob set out to find a gift that would suit her taste. Because Rob is such a great husband, he began researching the perfect tennis bracelet for Ramona and placed his order several weeks prior to Valentine’s Day.
The order was processed and he was told he would receive the gift within 3-5 business days. Everything appeared a-okay, and Rob was excited – it had been a tough year for Ramona and Rob wanted to make Valentine’s Day special for her. What he wasn’t prepared for would be the onslaught of problems to follow.
It turns out that Rob Robinson is a fairly common name. The unfortunate issue for our dear friend Rob is that the jewelry vendor has confused him with another Rob Robinson, who we will call Rob Robinson II. Mr. Robinson II owes several thousand dollars to this jewelry vendor, has fled the state and is now flagged in their CRM system under “account shut down – collections.”
Meanwhile, Rob is awaiting his wife’s tennis bracelet. Five business days have quickly come and gone. He has not heard anything from the jewelry store, and decides to make a call. Upon reaching a very friendly customer service agent, he provides his information. The tone of the conversation quickly changes and Rob is transferred to Toni in billing and accounting. Toni reveals to Rob that his account has been shut down and asks him why he has not returned any of their calls as they have attempted to collect the several thousand dollars he owes.
Rob is stunned. How could this be? He has never ordered from this company before and has excellent credit. Baffled, he asks Toni some questions, and as they dig deeper into the issue, they uncover that Rob is in fact not Rob Robinson II. When the order was placed, the jewelry store had actually merged his information with Rob Robinson II’s account. Rob was transferred to Margo in sales so he could re-place his order. “Unfortunately, I have to apologize” Margo explains to Rob, “tennis bracelets are all sold out.”
Back to square one for a very sad and frustrated Rob Robinson.
Simple oversights such as mismanaged duplicate contact information will cause heartache for you and your customers. Use a data quality tool to set up business rules and properly view and manage duplicate information as it comes into your system. Fix the problem before your customer is impacted. What do you think? Leave a comment in the section below or email us directly — we would love to hear from you!
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