Taking notice of service – part duex

Mar 20, 2009

As promised in yesterday’s post, here are a couple things that I’ve noticed recently that are HORRIBLE examples of how customers/clients (ME!!) are treated:

I have an 800 number that is forwarded to my iPhone. When I want to stop taking business calls, I simply let those coming to the 800 number roll into an answering service until the next morning. I never, ever use my “regular” Verizon phone for outgoing calls, and matter of fact, if it rings, it can only be attributed to one of three. (1) generic telemarketer (2) my friend and client, Rod Farrow, (3) Verizon.

You’ve got it – Verizon spams me on the very service that I PAY them for! They interrupt my life at least once per week — most often times, they call twice a week. Is that any way to treat a valued customer?

And like most of you, I have credit cards. I always pay them online and on time. Matter of fact, unless I make a very large purchase that I simply have to stretch out, they maintain a zero balance, and are paid-off monthly. Since January 1, 2009, every one of them have reduced my credit limitations. When is it ever a time to piss off your best customers?

So I call one of the companies in particular, and I was told that they reviewed all their credit card accounts, and reduced the credit limit allowed on the majority of them — no matter the payment history. One card that had a high credit limit of $15k was reduced to $800. I was told my new credit limit was based on the average monthly amount I charged to the card over the past 12 months.

For those of you playing along at home — this practice screws with your credit rating!! Beacon scores (basically credit risk ratings) are based on several things — one of which is how much of the total credit extended to you is used up.

I understand that the above companies are struggling to do damage control — trying to maintain their existence. What I don’t understand is why any business would allow their most loyal customers to be treated with such disregard.

Taking notice of service

Mar 19, 2009

With the release of Collapse of Distinction, I find myself taking a much closer look at how I’m treated as a customer. Every single time I go to buy something new or even pay for an existing service, I think more about the actions (or lack thereof) of those that I choose to do business with. With everything that’s going on insofar as the economy, you’re probably noticing it more too! It’s harder to turn lose of hard-earned dollars, and we’re all more conscious of who we give them to.

Over the past few days, I’ve collected a few experiences and thoughts that I’d like to share. Today, I am posting about two wonderful customer experiences that I’ve had recently. Stop back tomorrow for a few that are in direct contrast of these!

A few days ago, we celebrated my birthday at the Cheesecake Factory in Greenwood. Of course, we would’ve eaten at the Pines, but Scott and Tammy didn’t have time to drive to Seymour because of prior obligations that evening. The cheesecake decorated for my special day was pretty cool , but that wasn’t what really caught my attention. You know how sometimes when the food you ordered is brought to your table, they hold out the plate, say what it is, and you hold up your hand, or say, “MINE” to get handed your meal? That doesn’t happen at the Cheesecake Factory! No matter who delivers your meal or your cheesecake — they know exactly which person ordered each specialty — even if it isn’t your waiter/waitress bringing it to your table. How do they know that?? Do they make some kind of note when they take the order??

As Scott mentioned on his BLOG today, Perry had a computer problem yesterday. You would’ve thought someone chopped off his right arm when his beloved MAC refused to cooperate. We took it to L’ville to the Apple Store, and we received fabulous service from the Genius that helped with the problem. Everyone representing Apple had a smile, offered help, and made our otherwise unpleasant visit a very pleasurable event. In the process, they even cross-sold another product (or 2) to me while they were doing diagnostics on Perry’s machine. They treated us like they WANTED us there — even though we had a problem and didn’t plan on spending more money that day. How cool is that?

Clear Purpose

Mar 15, 2009

Do you have one? Can you even describe what it is you do? I could go on about how you need a ‘high concept’ (Scott McKain philosophy) — but this post isn’t about that.

When meeting new people, I’m often ask what it is that I do. I usually say something like, “I own my own business and I work for Scott McKain.” Normally, the next question(s) is along the lines of, “What kind of business?” and sometimes even, “Who is Scott McKain and what does he do?” ::gasp::

The whole exchange has got me thinking how I can explain what it is that I really do. I know what I do…but sheesh — explain it in less than 30 minutes? No way! Scott often says that “he’s just the mouthpiece” and I do the rest. But I can’t say that I do everything but be a mouthpiece. That makes about zero sense.

I have a very clear idea in my own mind about what I do every day: wake up, solve problems. I solve problems by scheduling Scott to consult or present to organizations; I solve problems by creating a web presence or publications for Scott and other organizations. I am an expert at damage control — fixing things in the best possible manner to help make others happy.

I’m going to try a new line from now on when I’m asked what it is that I do. I’m going to say, “I solve problems for Scott McKain and other corporations.” I’m sure that will only lead to the more intricate conversation as mentioned above, but hey, at least it’s a little more interesting.

So what’s your clear purpose? C’mon — be brave and share!