Customer Service: How Not To

[E-Sharp]

Saw this recently on a site's FAQ (identifiers removed by me):

Amazed this guy's still in business with this attitude. I realize some customers can be dense or unreasonable but ...

Perhaps the products are miraculous.

 

Dislike ads? Remove them and support the forum: Subscribe to Fastlane Insiders.

[GuestUser155]

The burgmeister strikes again.

One of the only reasons he's still in business is because the niche is severly EMPTY.

OPPURTUNITY is knocking (or maybe kicking? ) at the door.

 

[E-Sharp]

One of the only reasons he's still in business is because the niche is severly EMPTY.
OPPURTUNITY is knocking (or maybe kicking? ) at the door.

Yeah, I thought about that! Seems he has two parts to the business: products and service/repair. And almost all the problems and customer service issues are on the service/repair side, which would present Time and Scale issues. He says as much himself: "I just don't have time for my customers!". But you may be right about opportunities on the product side, simply because the awful attitude towards service/repair customers might turn away those who would otherwise buy.

 

[SweetTooth]

This guy has one of the worst ecommerce websites I've seen, crappy, design, crappy pictures, a crappy logo, crappy fonts, crappy customer service, crappy product descriptions, and crappy products from the sounds of it since they keep breaking down. It's definitely a niche with a lot of opportunity if you're into it and know how to build those things.

 

Dislike ads? Remove them and support the forum: Subscribe to Fastlane Insiders.

[Ecom man]

If the FAQ doesn't drive customers away not being able to read the webpage will. If you have a website please please please make sure the font color is actually readable on your background.

 

[speakers4u]

Damn. Dark blue on black.

We back in the 90s!

Mike

 

[Mr. Gray]

I recently went to a Social Media event and met Jay Baer.

He made a point to let business owners that you need to respond to where your customers are for example Yelp, Twitter, Facebook, etc.
But, it just doesn't matter that you respond, you have to respond in a way to show that you care and want the best for them.

The biggest takeaway I got was to spend more money in your customer service department, because it correlates with marketing. What is the point in marketing if you can't retain your customer.


I would recommend his book "Hug Your Haters". In the appendix it explains everything you can do to treat your customers right.

The guy above should've read his book, but you guys can take note.

 

Dislike ads? Remove them and support the forum: Subscribe to Fastlane Insiders.

[speakers4u]

Most people believe marketing remains in its traditional sense of brochures, flyers, advertisements etc.

We're in a new age...everything your business does is marketing.

• Sending an email? The way you present it, the tone, the signature. That's marketing.
• Out with colleagues with identifiable labels or telling people where you work? The way you look, the way you speak, the way you act. That's marketing.
• Setting up a voicemail? Who you choose, the words you speak, how quickly you reply. That's marketing.

Potential customers remember (either consciously or subconsciously) every interaction they have with your business, whether you want them to or not.

Get good at marketing, and you'll be set for life.

Mike

 

[MJ DeMarco]

Am I missing something -- is the original picture missing?

 

[Mr. Gray]

Am I missing something -- is the original picture missing?

The picture is missing, it was there before. It is gone now.

 

Dislike ads? Remove them and support the forum: Subscribe to Fastlane Insiders.