Yesterday I sent in a check to renew a magazine subscription. Today I get an email from the same magazine offering me two years for the price of one if I renew.

Bad timing for me.

I figure I’ll call the company and see if they’ll honor today’s offer. I’ve been on hold on both the live web chat and phone system for minutes listening to a looped message ending with:

“…we truly value your business.”

I’m skeptical.

Inconvenience and long wait times are not proof of that.

For any service provide, the proof of “valuing business” is hiring enough well-trained representatives and instituting good systems and processes to remove inconvenience and waiting.

Otherwise “we truly value your business” is a truly empty phrase.

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Mark Sanborn
About Mark Sanborn

Mark Sanborn, CSP, CPAE, is president of Sanborn & Associates, Inc., an idea studio dedicated to developing leaders in business and in life. Mark is an international bestselling author and noted expert on leadership, team building, customer service and change. Mark Sanborn graduated cum laude from The Ohio State University. In addition to his work as a business educator and author, Mark continues to be an active leadership practitioner. Most recently he served as the president of the National Speakers Association.

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