A definition of “Value” is as an amount expressed in money or another medium that is thought to be a “fair exchange” for something.
The piece of this definition that rings loudest is “fair exchange”.
Is it a fair exchange, in the service industry, to not be cognizant of the value of each other’s time? Even if there is a small difference in price, isn’t “time” the trump card? Don’t we measure efficiency, productivity, reliability, speed, versatility, ease of use, and service by the pending expenditure of valuable time?
At what point do recipients of the service draw the line between a “fair exchange” and a “waste of valuable time”?
In telecom, we write SLA’s (service level agreements) that hold us accountable to our customers’ “time” during the term of the contract. And this is the norm for the industry for services delivered under contract. Outside of contract or “off contract” it is often defined as “best effort”, and is not bound to a SLA. This is usually discussed in the fine print right below the bolded price your eyes are directed to. However, if the SLA is equal or relatively close between competitive service providers, then how is the “value” of “time” measured?
Is it safe to say…..
In the heat of the moment, when the service is failing, or interrupted, or not meeting the SLA, when the boss is breathing down your neck, when stress is at its peak, when your connection to the outside world is compromised and money is being lost, when suddenly “time” is everything…..then….
Isn’t how soon you speak to a live person at your service provider with the answers to your questions a measurable “value” of “time”? Why isn’t that in the SLA?
Isn’t it safe to assume then, that we as service providers rarely do anything extraordinary to win customers, rather it is our competitors that do something wrong to lose them?
We believe….
What we do that is extraordinary is ultimately measured by how we retain satisfied customers. And yes….Freewire Broadband is 24/7/365 live human interaction.
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