Customer Support in Today’s Economy

As always, customer support should continued to be great or even top notched!

For today’s economy, customers are considered “GOLD” for all business owners. This should be a no brainer and especially when we need all the business we can get.

You’d asked why blog about something like this when this should’ve been done already. Well, it’s amazing that I am still seeing technology companies are giving unreliable and bad support to their existing customers. I have heard in some cases where they are not returning the phone calls or respond to technical support emails.

It’s rather strange!

Although, I’ve noticed a declining rate in customer service for the past few years. Blame it on the holidays or that we’re just in a bad economy? I think not. Just recently, we got a phone call from a potential customer wondering if they can transfer their website to us. I said sure, not a problem and somewhere along the line I had asked, “May I ask why you are leaving your current provider?” The customer responded, “My email hasn’t worked for 2 months and the website has been down on and off from time to time. I had called my website provider and left many urgent messages. The only thing I got in response was an email stating that we are working on the problem.”

Needless to say, we got the business and the new customer is enjoying a reliable service from DotTrend.

Another example (non technology related), I went shopping at a local department store. I had asked for a price on the particular item since there’s no price shown on the shelves. So, I tracked down a store employee for pricings. Found one and he responded, “Well, what does it say the cost on the shelves?” I looked at him with pure amazement on his response. He sighed and said, “I guess I go find out the price for you.”

Gee, seriously?

I don’t get it, it’s terrible and many of my friends have noticed it as well. It makes you wonder why businesses are complaining about the economy is bad and wants the government to do something about it.

Wayne
DotTrend, Inc.