When I got in touch with an insurance online, they didn't get back to my by email but forced a phone call. Axa insurance, in Switzerland let's you choose how they reach back after you contact them. They let you choose if they: call you, schedule a video call, come visit you or just send an email.

The form from the contact page on the Axa website lets you choose how the company staff should reach back.

Let me know if you find useful or not to have the automatic transcription of the video (as seen below). I'm still playing with this format to create a very first draft of my Service Design principles.

Hi there in this video, I want to share a little annoying service experience I went through and one solution that I saw used by other services.

So I'm, I have to write to my insurance and, you know, usually I, it's the kind of admin stuff that I don't like to do, but I just have to, so I'm going online, I'm finding the contact form and I write the question and then they asked me to put a lot of information, like my phone number, my email, et cetera.

And as I'm writing online, I assume, you know, that I will get back from them by email because that's, you know, I write online.

So I expect you to, to write me back online it's as if I ask you a question live, you know, right now I ask you a question and I expect you to answer me now and not to wait 20 days and to send me a letter by the post.

So that's kind of my expectation, but obviously this insurance didn't fulfill my expectation. You know, the first thing they did is they called me back I a few times that obviously every time at the wrong time for me because you know, this just didn't work with my schedule.
And so I'm writing back to them and saying, Hey, sorry, guys. Really hard for me to get on the phone right now, just shoot me an email and what happens they call instead of sending me an email which could have been much easier for me and obviously, maybe even for them, but there is hope there is hope to this kind of frustrations.

And let me share that with you. So here, just for you to get, to have a bit of a context I'm in my notion that a pace where I have all the services experiences I go through, which are inspiring to me and were kind of try to transform them into services and principles I write about and then share in books.

But here we have screenshots of one of the good work of the good guys. I think that's AXA insurances with it where they let's, you know, or they asked you at the I at the end how would you like us to reach back?

You know? And then you can say, oh a video, a video appointment will be awesome. Or it would be really great for me, if it could be in person or call me and call me by phone, or just send me an email and then you can say, Hey, that's my problem.
I'm okay with it. It was just an email. And then what did, what do they do? They just write you an email, super simple.

That's, that's kind of that's kind of it, you know, food simple and did the big idea that I got out of this frustration and out of this example from AXA insurance and Switzerland is this principle that we could formulate like that.

Let me choose how you reach back simple. Let me choose how you reach back. So whenever you give a possibility to people to get in touch with you, if you don't react, or if you don't answer in the same channel.

So for example, I ask you a question live, you answer me live. If you don't do that, or I ask you a question online and you don't answer me and you don't answer me on night, then you should at least let people know like how you reach back or offer them kind of options.
That's basically the idea, let them how you will reach back or give them the power to decide give the power to you users to decide how you will reach back again, very simple idea, but one that can remove a lot of frustrations, obviously, because there are special jobs where no phone call will ever arrive.

If you are a nurse you will always work during office hours and you will be, you will, you don't have time to answer the phone.

That's, that's obvious. You know, there are kind of jobs where you just can't answer to the phone, but where answering to an email is just working.

And that's something where you can remove this kind of frustrations and where you don't ask the customer to adapt to your system, but you adapt to the life of the customer.
That's it.