So I have been switching over to a new credit card and shopping cart system. Sigh. The process is horrendous and I keep finding new things I have to fix. We have to transfer people from our old database, we have to get all our people to re-optin (Tammy Mac this means you…:) We have to set up forms and autoresponders and other terrible things. I have been on hold with customer service for what seems like days!
The bright spot in all of this is the great guys over at 1shoppingcart.com. Today I talked to Andy who did everything he could to help fix a form for me (I am still working on getting it to look right BUT he really tried!!). I also tend to get Mark a lot when I call – I am SERIOUS, it has been over 20 times in the last two weeks. He is VERY patient and knows A LOT about the product.
Having chosen a vendor, I have definitely had my decision reinforced that it was a good one. Great customer service is NOT the norm these days so you find it, treasure it!
That having been said, I have also had terrible customer service lately.
Adobe. A HUGE company that just got $643 from me for a software update has terrible customer service. The customer service rep I spoke with had no knowledge of the english language. He put me on hold for over 10 minutes to try and find a form that I needed to have emailed to me and never sent the form. He was rude. I am sorry I have to use Adobe. NOT a good experience.
Discover Card sold me out. I have a merchant account with Bank of America now (it is going away soon!). BOA has a terrible back end system that is impossible to reconcile, making my accountant sad BUT that is not why I am so glad to be leaving them! I opted to have Discover offered as one of the credit cards I accepted. No fewer than 8 different “Discover Partners” have called me offering services for “free”. They are not free, they just want me to sign up for a service for free for a little bit and then start charging me when I forget to cancel. Double sigh. I have told them I do not need a website or promotions or anything else but they still call. I hate Discover now.
This is not rocket science. Having a company culture that rewards customer service is vital. Letting your customers know that you will not sell their name should be standard. Having someone answer your phone with a cheerful hello costs exactly the same amount as having a surly receptionist.
It all starts at the top. If you are a small business owner with no employees, take a look at how you are operating. If you are a small business owner with a staff, talk to them tomorrow about what they can do to make your customers happy.
Happy is good. Hate is bad.