customer service: Great customer service can be hard to define
- 03/16/14 08:05 AM
Recently, I've seen several commercials on television where my wireless carrier, AT&T, was touting their new 10 Gig family data plan. As it turns out, my current data plan with them was only 6 gig, so when I was passing an AT&T store, I decided to stop in. Shawn, my representative was outstanding. Engaging, personable, and informative. He looked up my current plan, and not only could he move me to a plan with more data, it would also be $45/month cheaper. A few minutes later, I was a happy camper walking out of the store with a better plan that … (24 comments)
customer service: If you don't have a relationship, you better be the first to call back
- 05/25/12 10:28 PM
I thought about this two days ago when I was having trouble with one of my computers. No worries about data loss since I have the data backed up in two different ways. I was too busy to actually troubleshoot it myself, so I left some messages for in house repair people. I left the messages around 7:30 AM with no expectation of actually talking to someone. Pretty much, the way it was going to work was, the first one that called back got the job.That’s exactly what happened around 9:15. The first repair technician who called and said he could … (38 comments)
customer service: A call gone bad
- 05/12/12 08:56 PM
Sometimes, an initial contact with a new customer doesn’t go quite well and I have to decide quickly whether it can be saved, or whether it’s best to just move on. Like most of you, I don’t celebrate losing a possible client. There are many reasons not to be able to work with a new customer. Their lack of financing is usually at the top of the list, but lack of respect for me, or what I do is right up there too.Mr. X called while I was on the phone Friday and left a message to call him back. He … (74 comments)
customer service: When I politely say no, by all means, insult me to try and get me to change my mind
- 01/09/11 11:05 AM
I can’t imagine many jobs that are worse than being a telemarketer, having to call Realtors selling lead generation or Google placement services. Do they really get out of bed every morning wanting to go to work? "Oh boy, I can't wait to talk to some Realtors today." Despite that, the calls keep coming. It's a new year but the old scripts haven't changed all that much. I got one again Friday. I know I talked to this company two or three months ago, and they're still trying to sell the same keywords, in the same zip code, in Annapolis. … (18 comments)
customer service: Vendor Outreach Appreciated - Kudos to Diverse Solutions
- 01/06/11 08:11 AM
I received a call today from my IDX vendor, Diverse Solutions. No, not a sales call, or trying to upsell me on anything, they were reaching out to me because they noticed I wasn't using their product to my full advantage. This is the first call like this I've ever received and I was kind of taken aback. He made some quick recommendations, but then we scheduled a time for next week to get into more detail when I have the time. I’ll be the first to admit that I'm the kind a guy who tries to put things together … (9 comments)
customer service: Time for SEO and Lead Diverting companies to change their script.
- 07/18/10 11:31 AM
Like many of you, I get the periodic calls from companies who want to help with my web presence, or with lead generation. Some of the calls come from finding me on Active Rain, and others find me on the web. It's a cost of doing business by putting your phone number out there for all to see. It doesn't take much to tell that they're reading from a script during the conversation. It doesn't matter what company, they all ask pretty much the same questions. Not only do they all ask the same questions, they all pretty much trigger my … (19 comments)
customer service: Customer loyalty with a plastic card. I think not.
- 07/12/10 12:03 AM
The other day I went to get a haircut. Chuckles aside, it does get scraggley every once in a while. I should get a discount but I don't. I always go to the same place, $16 haircut, #3 clipper cut, in and out in 5 minutes, pretty easy. When I went up to the register to sign in they asked for my name. Rich has always been good enough, but not that day though. They wanted name, address, telephone number...just to get a haircut. As it turns out, their corporate office now requires this so they can enroll you into their … (81 comments)
customer service: A win by forfeit is still a win.
- 02/02/10 07:55 AM
I got one of those calls this morning that we all like to get. "Hi Rich, I found your number on the Internet, do you have a minute?" Yes, and thanks for validating what I do to maintain an Internet presence. After all, it's not just about trying to impress other real estate agents. During the course of the conversation I was trying to ferret out where she found me, and what prompted her to call. That is just terrific marketing information to have. As it turns out, she thought my website was all right, but she's seen better. My … (91 comments)
customer service: Customer Service. Taking responsibility for an oversight, and action. A powerful combination.
- 12/28/09 10:44 PM
The week before Christmas I called to have my dogs groomed. I should have done it earlier but it slipped my mind. As you can imagine, there were no openings. Seems like most pet owners want to get their doggies groomed before major holidays. The groomer apologized for not being able to get them in before the holiday. Her business is new and my two Schnoodles were one of her first customers when she opened a couple of months ago. As we're talking she's looking up my account in the computer and she says, "we were supposed to call you at … (13 comments)
customer service: Your call is important to us, just not enough to answer apparently.
- 12/16/09 10:27 PM
Recently, I was speaking to an insurance provider who asked why I don't recommend his company to my clients. We met at a trade show and he was calling to follow up.I actually had tried to recommend his company in the past, but changed my mind after several complaints from my clients. "I no longer recommend your company to my clients because your main 800 number goes to voicemail, all the time." I am a firm believer that a main sales number should be answered by a live person during normal business hours.He went on to tell me that they do … (63 comments)
Recently, I've seen several commercials on television where my wireless carrier, AT&T, was touting their new 10 Gig family data plan. As it turns out, my current data plan with them was only 6 gig, so when I was passing an AT&T store, I decided to stop in.
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