As the manager of a brand you have to make sure that all your ducks are in a row. That means making policies and procedures that leverage your branding. Here’s a great example of what not to do.
I received an email from Yahoo! today concerning my listing for Brand Identity Guru. The fee for the listing is $299/year. I never really use Yahoo! so I couldn’t remember my user name or password so I called their 800 number. Here’s what transpired:
Hi, I’d like to pay for my listing.
Y: Can I have your user/password?
No sorry, but I have your order number
Y: What is it, please verify the account. Favorite sports team, birth date, address, zip code
Y: I need to transfer you to the accounts department
Can’t I just pay my bill?
Y: No
Y: This is the accounts department I understand you don’t know your ID/Password, please verify the account.
I just did that with the other woman
Y: We’re a different department
Okay, ask away
Y: We need to transfer you to the billing department.
Ok
Y: Welcome to billing we need to verify your account.
Are you kidding me? I just did that twice. I want to pay you $299 now. Will you take it?
Y: After you verify your account.
Never mind, I don’t want to pay anymore.
Listen if you’re setting up ridiculous roadblocks for customers that want to give you money then I suggest you change your policies and procedures. At Brand Identity Guru we take all forms of payment, quickly.