Boy oh boy did I have a crazy interaction on the phone today!
It didn’t start on the phone though. It started in a LONG Series of Support (Or lack thereof) Tickets.
And after being patient to the Inth Degree – today was the straw that broke the camel’s back!
Is it just me – or has Customer Service really took it on the chin lately? More and more – I feel I have to threaten people in order just to get good service – let alone GREAT Service.
And guess what? It DOESN’T have to be that way!
Tomorrow (3/31/2010) – I’ll be on the phone with a CEO of a company nearly everyone in Internet Marketing would know. This is a man I’ve admired in the industry for years – and my first interaction with him will be one that should have been handled with 1 Support Ticket.
Now to play Devil’s Advocate – I contacted him on his Facebook Page. So one – he’s transparent. And two – he answered my message within hours of me leaving it. That’s amazing – and deserves kudos!
But – the fact still remains – it should have been taken care of by the staff hired to do so. And it wasn’t!
I truly hope this post gets read and sparks lots of conversations among those in charge of Loyalty and Support Departments!
And if you are one of the above mentioned people in charge -
- PLEASE raise your bar!
- Under promise and OVER deliver!
- Go out of your way to please your customers and make them Evangelistic about sharing GOOD Experiences!
It might sound corny – but treat customers the way YOU would want to be treated.
March 30, 2010 at 11:39 PM
Customer service should always be number 1. if people stop feeling like there getting good value for their money. They will leave!
.-= Bill Hartman´s last blog ..The Beginning Of The End =-.
March 30, 2010 at 11:44 PM
Thanks for the comment Bill!
I agree! Customer Support / Service IS a company’s product!
March 31, 2010 at 1:00 AM
It is really hard not to get irritated by bad Customer Service. I am very curious about the company, but completely understand why you didn’t share it. There are definitely some companies that I deal with that I am amazed they allow certain people to actually have contact with their customers because their people skills are so lacking. It is good to hear that you got a response form the CEO. I hope you are able to get you issue resolved and get back on track!
Definitely something to keep in mind as our businesses continue to grow. Customer SERVICE is very important!
.-= Melissa Wright´s last blog ..Just something fun =-.
March 31, 2010 at 1:07 AM
Hi Wes,
It amazes me that so many companies today seem not to think that great customer service matters. I have purchased 4 or 5 computers online from one of the major manufacturers. They used to be only online but now you can get their products at Costco and Wallmart etc. I bought the first one because of their reputation for customer service and it was great! By the time I bought my last one, not only was the service non existant, but they really worked me over.
I am no longer a loyal customer and will tell anyone I have a chance to tell about my experience to help them not have the same kind of treatment.
I guess they didn’t care if they lost me.
You can’t stress SERVICE enough.
Thanks for the great reminder,
Sandy
.-= Sandy & Al Abrams´s last blog ..THE CASE OF THE MISSING RISK FACTORS =-.
March 31, 2010 at 4:44 PM
Hey Wes,
It is sad that you did not receive satisfaction through your calls. Makes you wonder if it’s the people on the other end or the fact that their company does not empower them to provide stellar customer service. I’d be curious to know which it is.
Val
.-= Val Wilcox´s last blog ..Who Is In Your Target Circle? =-.
March 31, 2010 at 9:37 PM
Dissed! Ignored! Treated poorly – AGAIN!
No matter HOW I say it – the fact remains I was stood up today. And this time it was by the CEO himself.
He probably emailed me to say he couldn’t honor the commitment he made though right? NOPE!
I was available from when I said I would be at 2:15p. But since it’s now a Full 8 Hours later – I’d say it’s safe to assume I mean about as much to him as I did to his rude Customer Support Manager.
Has it really come to this? Apparently so.
April 6, 2010 at 1:19 PM
I so agree with you Wes – it is very hard to find good customer service these days, let alone great service. I love when the person that is waiting on you acts like they are doing you a favor for you just by taking your order. – Hello it’s you job!
.-= Glyna Humm´s last blog ..Celebrate the Small Stuff! The Secret to Your Home Business Goals! =-.
April 6, 2010 at 8:33 PM
HI Wes,
Yes, I agree that customer service can make all the difference. Your advice on getting it better is very simple adn yet, valuable. I wish all take it!
´s last blog ..The Law of Laws (part 4) =-.
Gratefully,
Venus
.-= Venus
April 6, 2010 at 8:56 PM
Incivility makes me cranky too. Let’s all rebel and be NICE, POLITE people ALL the time!!
.-= Jodi Lee´s last blog ..Can you recognize what makes you happy? =-.
April 6, 2010 at 9:34 PM
Here here Jodi! I agree with you 100% It really doesn’t matter how irritated someone else is as long as we are responsible for ourselves and our own personal mastery. That doesn’t mean I believe we can all do it perfectly, we’ll have those days as you mentioned Wes, and it’s a good opportunity to grow. Thanks for this post!
Kellie Frazier
dot com
.-= Kellie Frazier´s last blog ..Connecting Through E-mail is Already Extinct =-.
April 6, 2010 at 11:22 PM
I could not agree with you more Wes. Customer service seems to keep getting worse and worse and with the rise of social media and grassroots communication, companies cannot get away with it anymore. Good customer service is a game-changer in the new economy. Thanks for sharing!
~Gabriel
April 7, 2010 at 4:54 AM
Yes, I agree Wes! I love when you say “under promise and over deliver”!
100% in agreement! Thank you for your post. It’s a reminder for all of us who own a business to treat people the way we want to be treated.
Aloha,
Kellie
.-= Kellie Hosaka´s last blog ..Are You Happy & Fulfilled In Your Life? =-.