Forums: Discussions for entrepreneurs and small business.

Yep, I have done that too with contracts.   It does work!

Of course it does.
At least it shows them that you know what you are doing. Lots of people are under the impression that in order to do business with them you have to abide by their policies. When in fact its wrong it has to be on a mutual agreement. If you don`t like something, why get forced into their policy. They need the sale and you need their service. So they have to budge.

But as far as customer service is concerned, Tooo much is never enough it just means that you will be in business for a long time. This topic should have been.. When a business doesn`t deliver what they promised.

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Edgar Monroy
Web Developer / Owner / Consultant
When starting your own business the need to "know-how" is greater than money!
http://www.nuevolution.net

What differentiates a business from a cult, then? If there`s no such thing as too much customer service, then those people who badger you at airports, or who call at all hours about satellite television units are simply offering more customer service.

Somewhere along the line there`s a line between "service" and badgering, pestering, being annoying, and being downright rude. Isn`t there a separation between the right a business has to do business, and the Constitutional right to privacy?

I have just gone through this thread, and am a bit confused.

Barb is annoyed by what she terms "over the top" customer service (CS), but wants that over no CS at all.... so annoying service is actually good?

CraigL is correct in saying that most of what is being discussed here is not really CS. True CS lies with resolving problems, e.g. I want to purchase a product; I need to have something fixed; I need more information; etc. Of course, the CS rep is also instructed to upsell, but that is a sales function, not a true CS function. Many times, those two functions are confused for one another.

Bill solved Barb`s problem. That is the heart of CS. We complain that companies don`t meet our needs yet we can`t be bothered to communicate what those needs are. Add to that the fact that many CSRs are minimally paid, inadequately trained people doing the best they can - the "lingo" is right out of the manuals from which they get most of their answers and procedures.... translating that into language that is "dummied down" for the masses is not part of the training (an oversimplification.... perhaps).

The challenge for CS is the need to meet the needs of a broad base - having, in many cases, to cater to the least common denominator. For every person who is able to keep track of their oil change dates, ten will need reminders. With my company, we have given the customer the choice of whether or not to receive such notifications. Even this sparks issues, as people are "too busy to be bothered" to even check a box.... but that is another topic altogether!

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Yup, I think part of excellent customer sevice is *choice!*

I run into sites that demand a login and registration. I also run into sites that offer the option of logging in and registering. In all cases, I`ll go with the choice and abandon the "forced" registration if I can possibly do so.

I don`t mind being asked if I`d like reminders, weekly newsletters, postcards, or a wakeup call each morning. If I decline, that`s the last I want to hear of it. I don`t want to badgered.

However, if I go to a store that DOES ask me for my ZIP code, I sure as hell get annoyed when they ask me for my entire address every time I go back. I`m thinking Radio Shack, specifically.

One of my pet peeves is Web sites or phone operators who ask me for my ZIP code, THEN ask me for my City and State! That`s just stupid. And it`s bad customer service.

CS should be mostly about relieving the customer of a burdern, inconvenience, or delay. It should never CAUSE those problems.