No they're not dumb

Decisions are made based on the amount of information presented to you.  And more often you'll find out how much of that essential information was lacking or needed based from the results of that decision.

If the information isn't ripe, complete, or satisfied, then there is a high possibility of wrong assumptions.

I've met a lot of agents from companies who always fall short of intuitiveness and pro-activeness.  Probably because they pretend too much that they know enough.  No they don't.  I wish I could say they're dumb but they're not.  Lazy maybe but not dumb.

So if you encounter people like these, it's either you replace them or reeducate them.  That's where your leadership trait kicks in.  The choice is yours.

Dear HSBC

I was charged recently with a penalty for not being able to pay for my bills last December.  So I checked my e-statement records and didn't find any notification sent to my email at all.

First off, I've subscribed to HSBC's e-statement system because it's supposed to notify your customers (I'm one of them) of the next scheduled billing statement.  Usually the bill would be available within 24 hours from the notification date.  Well last December I didn't get any.

While it is fairly correct to say that I could've mindfully kept track of the billing cycle and voluntarily logged in to the system myself to verify.  But then that defeats the purpose of this automated system, doesn't it?

So yes I was charged and I sent you an email about this concern.  A representative responded and I replied back detailing the issue.  Then a rep from your collections department called to clarify further.

I appreciate the effort you've made.  I really do.  However, I think HSBC still has a lot of stuff to improve.  So I though I'd list them down below:

1. HSBC has 3 customer service numbers.  What's frustrating is that these numbers work exclusively for different telecom networks.  For example the toll-free 1-800 is exclusive for PLDT subscribers only.  I'm pretty sure there's a corporate reason behind this but you could've built stronger loyalty from customers by just having one that efficiently works for all.  HSBC is an international company.  I'm sure you are capable of simplifying this for us.
2. I always pay on time. But I had past experience with HSBC sending me notifications for an overdue payment.  And you've always been punctual and assertive on this.  So if you are punctual on this task, what's keeping you from delivering an e-statement on time?
3. You blocked my card upon knowing about this issue.  Why do you have to do that?
4. You asked me to pay the minimum amount.  I refused because I do not wish to go to your paying station twice a month.  I got other more important things to do than resolving an issue that isn't mine.  So I decided to pay the whole amount.  My concern is not about the amount.  It's the principle of delivering it right and earning loyalty from customers like me.
5. Your customer service and your collection department reps always made calls in the afternoons when I'm at my most busiest time of the day.  Please be sensitive about other people's time.  Call me in the evening, that time when I'm at my relaxed mood - when everything's getting cool metaphorically and literally speaking.

So dear HSBC, does your customer service really work?  Tell me.

Why I shouldn't complain

First off, I complain because I usually think of inconvenience as a problem and that this should be taken cared of by someone not me.

If not me then who?

Problems are disguised indicators for improvement. An opportunity for growth. And if there is extra effort made to unravel what lies behind every discomfort, then there is hope.

Depending on the approach, usually nothing good comes out of complaints.

Sometimes it reveals our ignorance, consequently embarrass ourselves.

It also provoke the receiving end. As opposed to acknowledging the problem as just a simple a glitch of our daily activities and upon doing that opens an option to correct an imperfection and improve it somehow somewhat.

There's that BIG difference.

So from now on, I should NOT complain.