I really make an effort to keep things positive on this blog. I really do.
But the service I received from TNT was so bad today that I had to share it with the Maloney on Marketing family as it is a clear demonstration of staff not living the brand.
Before we start you need to know that TNT’s slogan is “sure we can” (much like Obama’s “yes we can” just a little more non-committal).
My flatmate moved to Brisbane for work and left some boxes to be shipped up at a later date.
When she arranged for TNT to come pick them up, they arrived and said they could not accept the boxes as they were too large, after she had already specified over the phone the size of the boxes and they said it would be ok.
This was frustrating but no real big deal, I just went and got some smaller boxes and divided the contents up accordingly and arranged for TNT to come back and pick them up again.
The booking was fine and all the to and from addresses were taken over the phone. However, the first frustration occurred when they could not tell us what time the courier would arrive, it would just “some time that day”, meaning I had to stay in the house all day waiting (good thing I am working from home at the moment).
Then when the courier did arrive, he asked for a consignment note, which no-one told us that we needed. On the consignment note I needed to fill out the to and from addresses again. This was a problem as I didn’t know exactly where the boxes where going.
When I asked why the call centre didn’t tell the courier the address , he replied “we are just the donkeys, they don’t tell us nothing”.
Amused as I was by this, I reasonably asked if the courier could tape up the boxes while I called Brisbane to get the address to send the boxes to. He replied “no we can’t do that” and stood their leaning against his trolley while I taped them up with the phone held to my ear by my shoulder.
Then to cap off this experience, the courier found the address in his handheld device and exclaimed “oh it was here the whole time!”
The Branding Lesson
At the end of the day, a brand is a promise, and TNT’s promise was “sure we can”.
But in the two experiences I had with TNT in the last few weeks, what I experienced was “but we wont”, and I have updated their brand accordingly.
Breaking a branding promise is how millions of dollars of advertising are wasted in a second.
As cliche as it sounds, you have to ensure that your staff “live the brand”, because if they don’t, some pissed off customer will blog about it.
I will not be using TNT ever again.
Following this blog post I was personally contacted by the Managing Director of TNT, and his National Customer Service Manager. They investigated the issues and apologised for the inconveniences caused. I cant really ask for a much better response than that, it is just sad that it had to come to a negative blog post. Thank you Bob and Brett for your response.