I have a story to share with you today about the customer service I received with one of the programs I have used, and the story is not one where I will be mentioning the name of the person(s) or program.
Now if you have read any of my past articles you will know that when it comes to good customer service I will tell you all about the names, programs, products, etc.
When it is poor customer service, well, it?s not that I do not want you to know who or what the internet marketing business
is or does, I simply believe what Mama told me (often), that if you can?t say something nice don?t say anything at all.
And it?s a shame, as I like the person that is my contact and has their name on the program, but as they say ?this is business?.
So here is the example of their customer service:
I Skyped my contact last Friday, and we had a short back and forth where I told of the challenge I was having. I was told that it would be referred to tech support.
Great, look forward to their letting me know what?s up!
Well the following Thursday I sent a Skype message that the next day was a week and I have not heard back from this person or tech support, and this was late evening, so I did not really expect an answer until the next day.
Shortly after I went online the next morning up pops Skype and the question I received was?.
Anybody else get frustrated with this type of service? Ever happened to you?
Next I am told that tech support or I should have followed up, but they got (ready for this) ?busy?!
Well you can guess I?m as happy as a clam, right?
As we continue our conversation I am told everything is working fine on their end, it should be on my end, and, alas, I have to repeat myself that it is not?
Then, finally, I am asked a few pointed questions and abra cadabra we resolve the issue. An issue that if these couple questions had been asked the previous week this could have been resolved back then?
Ok, thanks for reading my rant (that is if you saying to yourself I run into this stuff every day, why should I read about your challenges)?
The points are:
1. I am already a customer and who are the ones that will usually buy again? That?s right current customers, do I want to buy from these folks again, NOT! Why should I? There are others doing pretty much the same thing, I?ll go find ones that will at least follow up, even if they do not resolve it right away, at least they care enough to follow up. Keep in contact with your customers, they are buyers!
2. Know your products and services well enough to ask the right questions, as you will be able to stem many challenges before they even become a challenge.
3. Finally, ask your customer more questions about them, what they think, what they like and what they might not like. Something as simple as that shows that even if you did err you care and are ready to listen, late, but better than not asking.
Be proactive, follow up, what ever it takes, use calendars, journals any kind of tickler, don?t lose the customers you already have because you got ?busy?! Don?t lose a good customer, a buying customer over something that may be so simple to resolve.
You are building a internet marketing business, or any kind of business, and every customer should mean something to you, build that report, get to know your customer, their wants, needs, etc. and you will build a customer for life!
To your continued success,
Bob
Robert J Banach
Publisher
Leadership Insights
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