I recently purchased some Value Stream Mapping software and got a kick out the experience. Here I was buying software to help me battle waste and inefficiency, right? Well I go to this company’s website and click “buy now” next to the product I wanted. Credit card in hand I expected to be done with the transaction and ready to download my software in a few minutes.
Instead, I got this stupid message saying some sales person would be in contact with me. I needed the software that day for some things I was doing at work and became very irritated. So I called up some old friends who also sold this software (they are reps). Luckily I actually spoke to a very helpful (and friendly) gal who made some calls and got me the software in less than one hour.
Fast forward a few days.
While checking my email I saw an interesting message. Guess who it was? It was my local sales rep from the aforementioned software company! Bless him… he was introducing himself 3 days after I was ready to buy his product! Unbelievable.
This company is arguably one of the leading software companies out there for things like Value Stream Mapping software, etc. I wonder how much business they lose due to their crappy sales process?
It is sad to see companies who market products to make you lean and more efficient be so inefficient and un-lean themselves. Perhaps they should do some hansei (reflection) and look within and use their products to clean up their own house.