New Year - New Service Levels Needed
Happy new year to everyone. It’s going to be a fantastic year despite all the media negativity around at present I believe. Which leads me to customer service and sales. In these times of economic downturn it is amazing to me how many businesses still treat new customer enquiry and new customers so poorly. If there was ever a time to show the love ( and you should anyway) it is now. Recently I had two cases in point. The first was a referral by a mutual business colleague for a business supplier who could assist me with some business services I needed. Based on the referral I was about to engage him and being xmas he demanded payment in advance. Ok I thought. But then I got his invoice. He spelt my name incorrectly, got my business name wrong and my address wrong. All of this detail I might add is at the end of my email footer. So do you think I am going to trust this guy with my business? I think not. The second case was an online business provider. I contacted them via their web site and did not hear anything for two days. I called their office, spoke to the principal and advised them of the non response in case they had a server issue. Their response. “Oh we get so many emails its not the fastest way to connect with us, you are better to call my mobile”. Well if thats the case then say that on your site instead of providing a web form! How about that, an online company that does not answer email. Reminds me of the plumber who’s own drain pipes leak. Good luck in 2009 and remember - cover the basics first.
