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Customer service?
Wondering, I have been dealing with a company who I have been generally happy with. However their communication has been in my opinion lacking. Phones go unanswered, no call back. Email was suggested at the best communication method. In this they are often days before a response.
In my last email I suggested that the key to a good service business is not only the service they provide, but the interaction side of that service, in many ways being equally important. They then suggested that they are not as bad as the rest of the local businesses, and that maybe I should check them out... Which I thought was really making the point I tried to make to him.... I assume I am not a high dollar enough customer for them... Is service dead or am I expecting to much? |
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08-01-2019, 07:39 AM
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Kantry Member
Join Date: Feb 2001
Location: N.S. Can
Posts: 6,788
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It sounds to me they are willing to risk losing you as a customer.
Might as well follow up on their suggestion. You might get the level of service you're looking for. Best Les
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Best Les My train of thought has been replaced by a bumper car. |
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08-01-2019, 07:59 AM
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Join Date: Oct 2005
Location: Capistrano Beach, Ca.
Posts: 7,235
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Unfortunately, from your post, it sounds like they are not a bad service company but changing their communications is a lost cause. They feel they are "above" the competition but have no desire to increase their distance above the competition. Their message to you, "Take it or leave it."
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L.J. Recovering Porsche-holic Gave up trying to stay clean Stabilized on a Pelican I.V. drip |
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08-01-2019, 08:26 AM
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Yea, I think they are good at what they do, they are likable people. I was trying to give the guy a helpful critique to better the business.
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08-01-2019, 08:50 AM
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Non Compos Mentis
Join Date: May 2001
Location: Off the grid- Almost
Posts: 10,592
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He used to be in the boat business. Full service marina with sales & service. Told me he likes good competition, as it keeps him sharp. Got tired of the other area marinas with such sloppy business practices. Sold the marina to open up his FBO. Really bugs me when businesses don't strive for continual improvement. |
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08-01-2019, 08:58 AM
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^^^^ yes this!!
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08-01-2019, 09:15 AM
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My wife bought a baffled oil pan for me for Christmas from Kevco. She didn't know it required a different pickup tube. By the time I was done talking to the guy I was ready to take him out for a beer for all his help and knowledge.
Skinner Sights has great service also. Jeg's on the other hand is about as pleasant as artificially inseminating a cow, without gloves. OK, I exaggerate, the cow thing wouldn't be as bad.
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Brent The X15 was the only aircraft I flew where I was glad the engine quit. - Milt Thompson. "Don't get so caught up in your right to dissent that you forget your obligation to contribute." Mrs. James to her son Chappie. |
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08-01-2019, 10:50 AM
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Join Date: May 2017
Posts: 15,530
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Generally it sucks. But I had an exceptionally great experience with Sprint on Tuesday.
I have had two phones and a tablet with Sprint at least 10 or 15 years. My tablet had been acting squirrely so I was looking to upgrade. My current plan was not available if I upgraded and I wasn't sure if the new plans would meet my needs. There was a way to text with a customer service rep if I had any questions. My first question was responded with bot statement. "Did this answer your question. If not type 'live representative' and you will be transferred". So I typed live rep. About 30 seconds later I get a reply. "Hi, this is Amy P. I read your question. Give me a second and I will get back to you ". No problem I said. In no time she was back. "I have great news! Being a special long term customer of Sprint I am authorized to give you a special rate!. We will give you the New Tab A tablet with unlimited everything. We will also give you unlimited everything on the two phones you currently have. Includes Hulu and Amazon Prime. 2 phones and tablet for $110 a month." I told her to make the change and to pat herself on the back for a job well done. She replied "You made my day  "I was stunned. Last edited by Sooner or later; 08-01-2019 at 02:12 PM.. |
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08-01-2019, 02:06 PM
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Back in the saddle again
Join Date: Oct 2001
Location: Central TX west of Houston
Posts: 55,844
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Wow' "If you don't like it, go somewhere else"
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Steve '08 Boxster RS60 Spyder #0099/1960 - never named a car before, but this is Charlotte. '88 targa  SOLD 2004 - gone but not forgotten
Last edited by masraum; 08-01-2019 at 03:47 PM.. |
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08-01-2019, 03:41 PM
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It'll be legen-waitforit
Join Date: Jan 2002
Location: Calgary, Canada
Posts: 6,975
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What is your contract with them or is their one? Any SLA?
I pride myself and my employees to be responsive, even to our “break/fix” customers even if it’s to set the expectation of when we can help. All in all customer service is a dying art...
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Bob James 06 Cayman S - Money Penny 18 Macan GTS Gone: 79 911SC, 83 944, 05 Cayenne Turbo, 10 Panamera Turbo |
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08-01-2019, 03:56 PM
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To be fair some customers are a PIA....
I have customers that I'm not in a hurry to respond to, either because they are hard to deal with or they will keep you tied up on the phone forever.. I also have customers i bend over backwards for.. You get to know the ones that are just sucking all the free information from you to purchase the product elsewhere and those customers that are truly interested in you doing the work and paying your price without trying to beat you up on what it'll cost.. As a business owner you should take care of your customers needs...BUT as a customer, you should respect the time of the business owner |
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08-01-2019, 05:58 PM
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Make Bruins Great Again
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Likewise, customers always demanding discounts. If you don't see the value in what we offer then I have no problem you looking elsewhere. You may find cheaper but I doubt you will find the same quality. Many years ago I had a sales manager tell me that with some customers, the best deal is the one you turn down.
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-------------------------------------- Joe See Porsche run. Run, Porsche, Run: `87 911 Carrera |
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08-01-2019, 06:51 PM
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I can tell with in minutes of talking to a potential customer if they'll be difficult, those customers get the "special pricing" just because the stress and aggravation sometimes just isn't worth it.. So you... Por_sha are 100% correct, some of the best deals are the ones you walk away from... I do like how everything seems to fall on the business owner. Every customer seems to think they should take priority, you should stop your work day to attend to them when they call.. Rant over😁 |
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08-01-2019, 07:20 PM
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How dare a customer want to be your priority... :|
Which customers should take priority? |
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08-02-2019, 03:51 PM
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You think because you call you should be #1 on the list, go straight to the top....unfortunately it just doesn't work that way... If the business is any good at what they do, they probably have a back log of work, so to drop the work they have going on for all customers that are a head of you is just unrealistic... I do get what your saying about a return call or a reply.. Ever stop to think maybe it's easier for them to not reply then to tell you no!!? |
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08-02-2019, 04:31 PM
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No, it isn't actually. Doing so just prolongs the inevitable, and frustrates the customer. Your job is the manage expectations, which isn't always easy, but that is the price of doing business.
When I had a business, I often had to educate my customers before even getting the work, it was part of doing the business I was in. When a customer called they were the most important person at that time. |
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08-02-2019, 06:48 PM
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You do not have permissi
Join Date: Aug 2001
Location: midwest
Posts: 39,824
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I've had great customer service from AT&T even though I'm not with them now. Phone reps, customer retention, installers, everyone.
Bit surprised at that. |
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08-02-2019, 06:53 PM
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Join Date: Mar 2010
Location: Socal
Posts: 2,384
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That allways works ..... |
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08-02-2019, 06:58 PM
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Make Bruins Great Again
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-------------------------------------- Joe See Porsche run. Run, Porsche, Run: `87 911 Carrera |
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08-02-2019, 07:08 PM
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Join Date: Jun 2008
Location: LEEDS ,UK
Posts: 2,169
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I had a niche manufacturing business for 40 years( recently sold) and I agree with freeform911. I also, in parallel, had a wholesale distribution business until 1996 and I still agree with freeform911. I will say that we gave a same-day response to every enquiry even if it was just to say we will get back to you with a quote as soon as we can.
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1986 924S bought new. Now used for AutoX and street. Chipped, throttle cam, highflow filter in original airbox/snorkel, 14mm rear sway Hyundai Ioniq hybrid daily driver Vindicator Vulcan V8 spyder, street legal sports racing car (300hp,1400 lbs kerb weight) used for sprints on circuits, and hillclimbs |
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08-02-2019, 11:36 PM
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Max
