Πώς η taxibeat «σκοτώνει» τις γάτες

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Την Τρίτη που μας πέρασε έλαβα από κάποιον φίλο μία δημοσίευση πως ένας ταξιτζής της εταιρείας taxibeat, στην βιασύνη του να τελειώνει με μία διαδρομή πάτησε μια γάτα μπροστά στα μάτια των έντρομων και (κατά μεγάλη του ατυχία) αρκετά φιλόζωων πελατών του. Το συμβάν με έκανε να απορήσω και να ψάξω λίγο καλύτερα το θέμα. Άσχετα με το αν είσαι φιλόζωος ή όχι, πρόκειται για ένα πολύ σοβαρό ζήτημα από όποια πλευρά και αν το δει κανείς. Ο θάνατος οποιουδήποτε πλάσματος υπό οποιαδήποτε συνθήκη είναι κάτι το φρικτό. Από την άλλη, η απάθεια του ταξιτζή, ο οποίος προφανώς δεν είχε μερικά δεύτερα να διαθέσει για να χαρίσει την ζωή στο άτυχο ζώο, είναι απαράδεκτη. Το πιο απαράδεκτο, όμως, σε αυτή την ιστορία είναι η αντίδραση της εταιρείας στο όλο συμβάν.

Ας δούμε τι συνέβη για να γίνω κατανοητή: Δύο άτομα χρησιμοποιούν το taxibeat για να κλείσουν μια διαδρομή (από τον Κεραμεικό μέχρι τον Νέο Κόσμο, άρα πρακτικά μέτριας απόστασης). Το ταξί έρχεται, ξεκινάνε και σε κάποιον δρόμο, εκεί που κάθονται τέσσερεις γάτες, ο οδηγός χωρίς κανένα ενδιαφέρον περνάει από πάνω τους, με τις τρεις να ξεφεύγουν και την μία εξ αυτών να χάνει την ζωή της. Να σημειωθεί πως οι πελάτες σε δήλωση τους, φαίνεται να έχουν προειδοποιήσει τον οδηγό να μειώσει ταχύτητα. Και έρχονται λοιπόν αυτοί οι πελάτες και κάνουν παράπονο (με μεγαλύτερη ευγένεια από ό, τι άξιζε να καταδείξουν, γνώμη μου) στην εταιρεία, η οποία επίσης ‘ευγενικά’ μέσω αυτοματοποιημένου μηνύματος απαντάει:

 

«Kαλησπέρα σας και ευχαριστούμε για την επικοινωνία,

Λυπούμαστε πραγματικά πολύ για το περιστατικό που συνέβη στη διαδρομή που πραγματοποιήσατε σήμερα Σάββατο 17/06/2017 και ώρα 01:51. Είναι πολύ σημαντικό για εμάς, να έχουμε τέτοια επικοινωνία με τους επιβάτες μας ώστε να γνωρίζουμε τί ακριβώς συμβαίνει στις διαδρομές τους!

Θα θέλαμε να σας ενημερώσουμε ότι θα πραγματοποιηθούν όλοι οι απαραίτητοι έλεγχοι τόσο στη διαδρομή που πραγματοποιήσατε όσο και στον λογαριασμό του οδηγού που σας εξυπηρέτησε του κύριου S. A., καθώς η φιλοσοφία του Taxibeat αλλά και το επίπεδο των παρεχόμενων υπηρεσιών από τους συνεργαζόμενους οδηγούς απέχει από την εικόνα που μας περιγράψατε.

Είναι σημαντικό να σας αναφέρουμε ότι δεν μπορούμε να προβούμε σε ακύρωση της χρέωσης της συγκεκριμένης διαδρομής, καθώς η διαδρομή αυτή έχει πραγματοποιηθεί μέχρι εκείνο το σημείο κανονικά.

Λυπούμαστε πολύ για την αναστάτωση που προκλήθηκε και την εμπειρία σας και θα θέλαμε να σας διαβεβαιώσουμε ότι από την πλευρά μας θα δουλέψουμε σκληρά για να σας παρέχουμε ευχάριστες εμπειρίες Taxibeat στο μέλλον, ενώ παραμένουμε στη διάθεσή σας για ότι άλλο χρειαστείτε.

Να έχετε ένα όμορφο Σαββατοκύριακο!

Taxibeat CX Team»

 

Το μήνυμα τα λέει όλα από μόνο του. Εγώ θα σταθώ μόνο σε δύο σημεία: Στην προτελευταία παράγραφο αναφέρεται πως η διαδρομή πραγματοποιήθηκε κανονικά.

Κάτι τέτοιο δεν ισχύει. Η διαδρομή θα πραγματοποιείτο κανονικά εφόσον οι πελάτες καλούσαν ταξί, ερχόταν και έφταναν ήρεμα και αναίμακτα στον προορισμό τους. Δεύτερον, το μήνυμα υπογράφεται από την Taxibeat CX Team. Τι σημαίνει Taxibeat CX Team; Ποιος απαντάει; Σε ποιον μπορούν να απευθυνθούν μελλοντικά οι πελάτες για να ελέγξουν αν ο πειθαρχικός έλεγχος πραγματοποιήθηκε; Ποιος εν ολίγοις αναλαμβάνει την ευθύνη;

Για όσους δεν το ξέρουν, η taxibeat ξεκίνησε ως μια πολλά υποσχόμενη startup για να αγοραστεί προσφάτως από μία γαλλική εταιρεία. Ε, λοιπόν, αν δεν το γνώριζα ήδη αυτό, μετά από αυτό το συμβάν, θα ορκιζόμουν πως ανήκει στο ελληνικό δημόσιο. Και στο ΙΚΑ έτσι μου απαντάνε. Γιατί, τι ζήτησαν οι πελάτες ουσιαστικά; Να ελεχθεί πειθαρχικά ο οδηγός και οι ίδιοι να λάβουν τα χρήματά τους πίσω. Όπως το καταλαβαίνω εγώ, από το παραπάνω μήνυμα, στο πρώτο αίτημα η απάντηση είναι ‘Ναι, ναι, ναι, οπωσδήποτε!’ και στο δεύτερο ‘Χα, χα, χα, οπωσδήποτε!’ Αςαφήσουμε τον πειθαρχικό έλεγχο κατά μέρους, γιατί, αν και υποψιάζομαι, δεν μπορώ να γνωρίζω αν έχει γίνει ή αν θα γίνει. Θα σταθώ στην επιστροφή των χρημάτων.

Μιλάμε για μία εταιρεία τεράστιου τζίρου. Το να επιστρέψει τα χρήματα πίσω, δεν θα έκανε ουσιαστική διαφορά στο κέρδος της, πέρα του ότι στην συγκεκριμένη περίπτωση οι δύο δυσαρεστημένοι πελάτες θα αποκτούσαν πιο προσφιλή διάθεση απέναντι στην εταιρεία. Το ζήτημα έχει να κάνει καθαρά με το γεγονός, πως η εταιρεία δεν θέλησε να αναλάβει την ευθύνη της, η οποία, ας μην κοροϊδευόμαστε, είναι μεγάλη και η απάντησή της είναι αυτοματοποιημένη και εντελώς ανεπαρκής σε σχέση με την συναισθηματική φόρτιση του συμβάντος. Αυτό αποδεικνύεται και από την υπογραφή του μηνύματος. Και δεδομένου πως μιλάμε για ιδιωτικό τομέα (όχι πως το δημόσιο έχει το δικαίωμα να φέρεται έτσι, αλλά για έναν λόγο παραπάνω στον ιδιωτικό χώρο υποτίθεται ότι την θες και την έχεις την επιχείρηση, δεν σε ανάγκασαν) το γεγονός πως αναγκάζεται να δράσει η κοινωνία των πολιτών δείχνει αφερεγγυότητα και προχειρότητα.

Εν τέλει, θεωρώ πως μια νεκρή γάτα και δύο παραπονεμένοι πελάτες, αν και ζήτημα αρκετά σοβαρό, είναι το μικρότερο τίμημα στο οποίο θα κληθεί στο μέλλον να απαντήσει η εταιρία. Γιατί πολύ απλά, τέτοια μικρογεγονότα ακολουθούν το ένα το άλλο. Και όσο και αν η πρωτοβουλία της κοινωνίας των πολιτών προσπαθεί, η εταιρική αντιμετώπιση τέτοιου τύπου κάνει κακό στην ίδια στο τέλος της ημέρας. Για πόσο μπορείς δηλαδή να διατηρήσεις αυτό που έχεις, όσο οικονομικές και ποιοτικές και αν είναι οι υπηρεσίες σου, αν παραμένεις απαθής, εσωστρεφής και τελικά αποξενώνεις τους πελάτες σου;

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191 απαντήσεις στο “Πώς η taxibeat «σκοτώνει» τις γάτες”

  1. Παρα πολυ καλο το άρθρο. Ενώ η εταιρεία ηταν καλη και ελληνική, τωρα τελευταία εχει χαλαρώσει τα μέτρα επιλογής συνεργατών. Βρώμικα οχήματα, αλλοδαπό αδαείς οδηγοί…. Απο το κακο στο χειρότερο… Θα το φανε το κεφαλι τους στο τελος ….

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