Feb 12, 2010
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.
Feb 11, 2010
If you’ve followed whatifitdid.com for long, you pretty much know what to expect. You expect to see my hounds, Libby and Gracie. You expect posts that are rich in photos, talk about taking them, polishing them and what/who is depicted in those I choose to share. You expect to hear about the burg, relive memories I have from growing up in my small town, and hear about current happenings that revolve around my family and friends. You expect posts about things I find amusing and a link or two provided to crazy finds. You know that I will talk about current events (primarily crime/justice/Nancy Grace) from time to time. You expect posts about customer service, marketing, advertising and the Internet — because you know a big part of my life is my work. You expect Perry to post an occasional sports commentary.
I’m surprised (and flattered) that I have visitors — I don’t know why, but yet the number of you increase month after month — and I’m not talking about HITS, I’m talking unique visits. So what would happen if when you visited here tomorrow, you found that this had transformed into….say a political blog? Would you keep coming back?
On blogs that I follow, I feel like I get to know the writer. And, occasional posts that don’t fit the norm are expected (sort of like this one) — I’ll skim over the topic and go on. But when a blog you follow changes dramatically, and you’re no longer getting what you expect — you want to stop following, but you’re loyal to the point you don’t really want to. Like… what’s up with the dude I’ve followed for over 2 years who now posts nothing but plugs about a new book, lizard brain this and lizard brain that, and long-winded blah blah blah stuff that I simply don’t care enough about to get to the end. What’s he thinking? I feel like the little girl that opened up her happy meal and got a toy for a boy! Woah – that’s not what I expected, and it’s not what I like.
Sometimes we get what we expect (like snow in the burg in February), and we don’t like that either.
Feb 10, 2010
What it is? It is a heat wave in the burg! It’s a whopping 27 degrees (I’m not going to mention the 30 mph wind gusts that make you think it’s 20 below zero instead), up from 12 yesterday. I don’t know how many inches of snow we ended up with, but I do know there’s a bunch of snow on the hot tub lid, and it would take a shovel to clean it all off. I love getting in the warm, relaxing water when it’s snowy — but if there’s wind blowing at ALL, the steam floats up and freezes on your face. You can hardly count that as enjoyable.
It’s no secret that Facebook has a new layout. Most hate it. I would fall into the ‘not crazy about it but who cares‘ group. But while I was playing around trying to find out where they moved everything, I ran across something amusing. There’s a Facebook app called ‘social interview’ that asks you random questions. That question and your answer then appears on the friend’s page that it pertains to. My friend, Alisa, evidently loves this app! Below is what I found, along with responses that I didn’t leave on Facebook:
Stay warm y’all!
Feb 9, 2010
I’m sorry, but I’m not able to make it to work this morning. It’s still snowing and the forecast is calling for even more throughout the day.
What do you mean I work from home? You’ve got to be kidding me!! Everyone else gets the day off!
Feb 8, 2010
Posted by Perry
Super Bowl XLIV is over. The New Orleans Saints have won their first championship in team history by beating the Indianapolis Colts 31 – 17.
First, I have to say congratulations to the Saints, their fans, and the city. They played a great game, kept their composure and made big plays when they had to in the biggest game of the year.
I’m severely disappointed that the Colts lost, but devastated by how they lost. They missed opportunities for big plays, they dropped passes that they catch nine times out of ten, they had silly penalties on defense that kept the Saints explosive offense on the field, they had blown coverages on defense that they practiced all year. In short, they didn’t come to play.
Much was made of coach Jim Caldwell resting his starters heading into the playoffs, costing the Colts a chance at a perfect season. I truly didn’t have a problem with his decision for one basic reason – it doesn’t mean anything. Yes, they could have gone 16-0. Yes, they could have had a chance to be only the second team in NFL history to win every game should they have won the Super Bowl, but they didn’t.
In the NFL, fair or not, the only thing that fans and media remember is who won the championship. The Patriots had a chance to go undefeated if they could beat the Giants in the Super Bowl – they lost – and no one talks about them going undefeated in the regular season. Because it means nothing.
The lesson the Colts learned last night is this; you have to play hard every single play. They looked tentative defensively at times, the offense missed chances to put the Saints in a huge hole, the play-calling at times had you scratching your head. The perfect example is the Colts final drive of the game. Down by 14, they passed their way down the field, but failed to get out of bounds and stop the clock. Everything was over the middle and time kept ticking away. Once they get close to the end zone, and with under two minutes to go, they tried a running play – which promptly got stuffed – more time ticked away. The last chance for the Colts fell to the Miami turf when Reggie Wayne dropped a touchdown pass in the endzone, sealing the Colts fate.
In the NFL, history is reserved for those who hoist the Lombardi trophy over their heads, nothing else you do during the year matters – Peyton Manning and company have done it once, they failed to capitalize on chances to do it again.
Knowing the Colts, they’ll use that knowledge for next year and bring the Lombardi back home to Indianapolis. Where it belongs.
Go Colts!
