Recently, while visiting a client, he offered to have his driver take my rental car out and fill the gas tank so I could spend a few extra minutes with the customer. My client was also kind enough to pay for the gas; not realizing I needed the receipt to avoid Avis' $13.99 gas charge for driving … [Read more...]
How do others present your wares?
I had the opportunity to watch a longtime customer and friend present the ColorMetrix story to one of his customer's the other day. What an invaluable learning experience it turned out to be. I was able to observe which bits and pieces of our product and services offering he feels add value to the … [Read more...]
Customer Service Automation Should Help All Involved
A self service customer portal should enable both the customer and the service provider to have a better customer service experience. Recently I've written about Time Warner Cable's customer (dis)service (in my opinion) and Sprint's exceptional customer service. Today I want to share my experience … [Read more...]
Customer Service: Let's Solve The Problem Attitude
Last Monday I wrote about Time Warner's "No I Can't" customer service attitude. I didn't name Time Warner then, but after a week of the problem still not being solved I figured it was time. Sprint on the other hand, approached a recent issue I had with a "let's solve the problem" attitude. A happy … [Read more...]
Small Business 101: Build Recurring Revenue Streams
WordPerfect had the best software tech support ever and they gave it away for free. Please don't do that, the second part anyway. Be the best and charge for it on an ongoing basis. Recurring revenue will sustain you through good times and bad. I can say this because it has worked for me. Several … [Read more...]