Reading the Signs

I’m sit­ting in a down­town Star­bucks in Win­nipeg, doing some online work, drink­ing a cof­fee. There’s a sign on the door out­side, and another one on the sec­ond door in the entry­way that says “Atten­tion Cus­tomers: Due to tech­ni­cal dif­fi­cul­ties we will ONLY be accept­ing credit, debit, or Star­bucks cards. NO CASH!! Sorry for the incon­ve­nience — Team Broad­way”. I should men­tion that the all-caps words are high­lighted in orange and green, and double-underlined.

Every­one (well, almost) stops to read the first sign, stand­ing out­doors, some­times hold­ing the door open as they read. Those who skip the first sign will usu­ally do the same process at the sec­ond sign. And in case you ignored both of those, there’s one on the cash register.

Are You Giving More than You Bargained For?

Counting MoneyYou get what you pay for.

You got more than you bar­gained for.

Ever notice that phrases like these mean some­thing neg­a­tive when on the face of it, they shouldn’t? You pay for some­thing, and you get it. Nat­u­rally. You bar­gain for some­thing, and get a lit­tle extra. Who wouldn’t be happy about that?

Yet these phrases don’t mean good things. These phrases mean there’s an unan­tic­i­pated short­fall in the deal, and you’ve been short­changed in one way or another.

Money-back guar­an­tee. In other words, if you don’t get what you’re sup­posed to, you can return it for a refund. This is your bare-minimum: both sides of the ledger bal­ance out, one way or the other. Dollar-for-dollar, equiv­a­lent value.

The Customer Has the Podium

united-airlines-logo.jpg Cus­tomer ser­vice will never be the same, thanks to the Inter­net. Those who deal with the pub­lic — espe­cially in the com­plaints depart­ment — need to remem­ber that fail­ing to impress the cus­tomer at a crit­i­cal moment could back­fire in a very big way. In Inter­net time it’s already old news, but the after­math of United Air­lines declin­ing lia­bil­ity for a gui­tar they broke is going to cost them far more than the cost of a gui­tar. Even a custom-built one. Maybe they didn’t know that Dave Car­roll was going to launch a viral video. Maybe they weren’t pay­ing atten­tion to Terry Heaton’s visit to Com­pUSA. In con­trast to United, Tay­lor Gui­tars responds with help­ful infor­ma­tion about trav­el­ing with your gui­tar — they’ve also offered to repair his dam­aged Tay­lor 710ce, and have given him his choice of a new guitar.

Let the Customer Exclude Themselves

I was read­ing Seth Godin talk­ing about What to do with spe­cial requests, 632229_decisions_no_thanks and as I often do, related it back to my own prac­tice to see whether I was doing the same thing or some­thing dif­fer­ent, and why.

When I was in the gen­eral insur­ance indus­try, clients with a poor claims record or high-risk prop­er­ties were quoted higher rates and/or higher deductibles. Some­times very high… but we tried not to say “no.” Some­times clients would accept the rates or terms offered, and some­times they’d just keep shop­ping and place their cov­er­age elsewhere.

A Happy VoIP Customer

I put off switching from my ILEC to a competitive provider for way too long, especially now that it's easy to find a competing provider, thanks to VoIP offerings. I'd been through switches with CLECs before, and can tell horror-stories about number porting. I never really split out my long-distance, just always left that with whoever provided the dial tone. I have a friend who seemed to spend way too much time getting set up with Vonage, but had heard good things about Primus — the rates compared well, and I decided to give them a go. But first, I'd put them to the test.

Customer Service: Does it Still Count if You’re Forced?

Terry Heaton took himself down to CompUSA a month or so ago, and found to his surprise that the store was going out of business, and a big sale was going on. He splurged, purchasing a number of items, which came out to $3,300. One of the items was a $269 Canon A620 digital camera — good choice. Unfortunately, when he got home and began to unpack all his new electronic baubles, the camera box turned out to be empty. You'd think that'd be a very obvious oversight and one that the store would quickly remedy. You'd be wrong.