Offering Proper Support to Your Customers
I’m trying to watch my tone and my language on this one, but if there’s something that brown’s my butt, it’s a lack of customer service. Are you or your staff offering proper support to your customers? Bottom line is, if it’s not happening, it’s ruining your reputation and in the long run, will have devastating effects on your bottom line – your bank account.
In the last 3 or 4 weeks, I’ve contacted “support” on 3 occasions:
The first was for a JV giveaway – 4 weeks ago – regarding the initial giveaway product which, in this case, was a WordPress plugin. It didn’t work:
“Installing Plugin from uploaded file: wpebm.zip
Unpacking the package…
Installing the plugin…
The package could not be installed. No valid plugins were found.
Plugin install failed”
I downloaded and uploaded it a second time, but alas, still not the result I was expecting. I sent an email to their support link, and still haven’t received a response.
Following that lack of response, I attempted to contact the person who initially invited my to get products from the JV Giveaway. Guess where that got me? Still no response there after 3 weeks. Get this – I even got an auto response saying that my ticket had been submitted… too funny.
The second instance followed purchasing a product. The instructions weren’t too clear (or maybe it was because I had food poisoning), but once having access to the site, they wanted me to join something else, and since I was a Premium member of the first, they would automatically upgrade me to Premium at the second. I had to do a lot of reading before finding that out, but I’d already upgraded at the second (are you lost yet?). So… I contacted support from the first signup to clarify and to ask how I should proceed (should I cancel my upgrade in the second or would they look after that for me).
This all happened on February 7th and I still haven’t received a response.
The third lovely event happened about 48 hours ago. I’ve been a member of a certain site for years, but can’t put my hands on my login information. The first issue I had was trying to find a way to contact someone at the site to get my question answered. It took me about a week to track that down so I sent them an email to see how difficult it would be to get my login details. Guess what? No response.
It’s getting to the point where I want to start shouting the names of these people/sites from the rooftops to let people know what horrible service is coming out of some places.
It would never occur to me to offer such lousy service. My blogs, services, products rely on the relationships I maintain with any and all that I come in contact with. Are you offering proper support to your customers? Do you think it’s a top priority item? If not, I don’t know what to say.