I am always astounded as to what some organizations think ‘great customer service’ is — and I have the perfect example to share.
Our office purchases a service that we pay for yearly. Our third year renewal came up this week, and I tried several times for 3 days straight to get a real person so I could give them a pretty darned big sum of money. Finally, I get an email from them as a response! Wuwu! I guess it’s ok my name on the email is spelled “Shelly Irwin” (not enough that they misspell ONE name) and attached are 2 documents they require just so I can give them money.
So I read the email verbiage, “You have access to our free inhouse IT support staff that is dedicated to the sale and support of (specific product name here) product and strongly committed to Customer Service.” Yah. Right. I might HAVE access, but I sure can’t GET access! Not even to give you money!
So one of the forms is a purchase order, and at the top it says, “[Insert logo here]” (what??). The PO requires a number from the 2nd document, (their quote for services) that correlates to the purchase order. That’s not filled in — it’s “xxx”. The ‘quote provided’ date is “xxx” too! So I have to cross reference that information — plus, they didn’t pre-fill our business name or address either. I JUST WANT TO PAY YOU MONEY!!
Please know that if any of you want to pay ME money, you won’t have to do all that stuff. With your invoice (all filled out) and agreement (all filled out) you’ll also get a W-9 (all filled out). If you want to pay by check, simply sign your name and I’ll fill that out for you too!
Wouldn’t you think that in a weak economy, organizations would try to make it as easy on the customer/client as possible? Most could learn a few things from Gracie — she always tries to please, and always delivers.