I am partial to a bit of TV, like anyone else it keeps my mind active in less ‘busy’ times . SKY is one of those companies that you think occupy a rather untouchable corporate position. I do have to give them some credit. Their product is rather good, they are innovative and normally their service is what one would expect from an international company. However I have a bone to pick.
The bone that needs picking comes from a casual observation over a couple of weeks. As you know I am a full time lurker and professional observer. SKY has a sort of ‘selling station‘ in Stephen’s Green shopping centre. Now normally you would expect to see the staff handing out deals, engaging with customers and generally ‘selling’. This isn’t the case in said location. I am baffled as to what the staff are there for.
Each time I am lurking, they seem to be catching up with the sport, having a chat with other staff and looking a bit bemused by inquisitive customers who approach them. Is this the best job in the world ? They obviously don’t have sales targets to meet or maybe they are the outpost that SKY has forgotten about.
The pressing point is that this important touch point that the customer encounters is letting the brand down. All the marketing efforts by SKY are futile if the customer doesn’t get the service on the front line. So the note of caution here is that at each point the customer engages with the brand, it should be a memorable experience, and not for the wrong reasons.
This highlights the importance of the ‘value chain’ theory and how a glitch in a companies processes can cause serious problems. Perhaps it’s time for SKY to believe in better service ?