Thursday, November 20, 2014

Customer service is not for sale

I probably shouldn't be writing this while I'm annoyed, frustrated, angry, disappointed... you name the less-than-positive emotion that goes with not getting what you pay for.

When I call tech support, it's because I have an issue with your product or service. I'm a fairly resourceful person and can, the vast majority of the time, figure out the solution myself. Regardless, calling tech support is not something most people do just for kicks. It's because they're a customer of yours and they have an issue that only you can help solve.

So when I do break down and gird myself for the endless hold times and bad music associated with calling tech support, do not make the first 6 options something about sales. At that point, I'm really not terribly interested in adding any of your services, since what you currently provide me isn't working.

Another thought: If you know 'help' content on your site is wrong, fix it. Don't just apologize for it and say that's someone else's department. And speaking of departments, do I really need to be transferred 5 times during the same call? Did I not explain myself clearly enough with the problem, which was repeated verbatim to each of you?

Automation can be a good thing. I know some people prefer it because it lessens the chance of error, which is always introduced when a human is involved. Human error is a natural way of life. But it's customer service which differentiates you from your competitors. Don't drive your customers away. It's much more cost-effective to keep them than to replace them.

<rant over>

Thursday, November 6, 2014

Is this thing on?

I don't know about you, but each day, I get fresh inspiration and random, mostly creative ideas about things that would make an interesting blog post. It's really great, ideas flowing fast and furious...

... as I'm trying to fall asleep. Don't want to get up and write down the ideas because then I'll be awake, but certain that by the morning I will have forgotten what I wanted to say. Maybe it's age, or early senility, or a lazy yet overactive brain. Who knows.

What I do know is I need to get back into the practice of writing. Letters, proposals, pitches, blogs, web content, you name it. Work out the kinks and get the rusty machinery running smoothly. So we'll see how I do holding my own feet to the fire.

If I can get on track with this, I might look into a gym membership. Hmmm, maybe I better pace myself.