Don't Go with iGo

Man am I ever disappointed!

I recently had some very positive customer service experiences that I shared here. I was thinking when I wrote that blog that when someone WOW's me, I need to share that with others. But now, the exact opposite has happened and I wanted to share that as well - hopefully with the thought I might save you from the same fate.

Our personal laptop went south on us, transformer/charger the best I could tell since the light no longer came on and the computer wouldn't charge. So, while in a mall with a Radio Shack I thought why not stop in and purchase a new one.

The district manager happened to be in the store that day, and was the person who provided the help. I described the problem, and he quickly pointed me to the solution: an iGo charger unit. Of course the model he points me too is a rather expensive unit (from my perspective, but there was an even more expensive unit next to it) but I listened to all the advantages the model had so I purchased it. Prior to payment, I again mentioned my laptop make/model to confirm this was in fact the proper model (I had even brought the bad charger with me so I would have all the proper numbers).

So - back at home, install everything and...it's back to business!

But two weeks later, problems again. And, almost exact same problem.

This time, I load everything up and take it to my local computer guy, Tom Reeves of UpTime Computer Services, who quickly discovered the problem: "Power charger not outputting the proper voltage". The unit was rated properly, but it was not putting that amount out. Tom suggested I get it replaced since it was new and still under 30 day warranty.

Our communications with Radio Shack produced no resolve ("Contact the manufacturer" was there advice). Once they found out we hadn't saved the box...TWO WEEKS LATER (and who does that??)...they didn't want to provide us any help, or any suggestions. Unbelievable!!! So, first lesson for me: Never shop at Radio Shack again.

Then, we started contacting iGo. This was an even worse experience!

iGo offers a "contact us for repair" page, which includes in-warranty repair and out-of-warranty repair options. To make a very long story short; after multiple attempts (almost daily in fact) request at these links (yes, I even tried the "out-of-warranty" link) as well as links to them on other pages, the company never once contacted me to resolve the problem. NOT ONCE!

I would provide prior e-mail message notes and dates and to what e-mail address I'd used, as well as asking if I'm contacting the incorrect department to at the least point me in the right direction. Even with all this, I never received any communications from them.

So, a month-and-a-half later, I give up. I'm stuck with a defective laptop charger from a company that provides NO CUSTOMER SERVICE and then had to purchase another charger on top of all this (Tom did find me a great deal on one. Second lesson: I should have gone to him to start with versus trying all this on my own.). But, the laptop is up and running fine since returning from Tom's shop. Final lesson: I'll never shop with or recommend iGo to anyone, ever.

I'm pondering on how these two seemingly huge companies can completely ignore a customer and provide absolutely no customer service. And on top of all that, how they think in today's economy and with even a small voice like mine that can share with an audience (regardless of size), that the Voice of the Customer (VoC) isn't important.

I've very disappointed.

My question: What company have you elected to not do business with anymore because of a customer experience you had?


[Note: photo from http://blogs.microsoft.co.il/]

“Your Success Is My Business.”™

pondering - "to think about : reflect on"

Please share with others:

Kudos - Surefire and CRKT

I wanted to publicly give kudos to two companies that I recently had some repair service done with:

First and foremost - Columbia River Knife & Tool (CRKT). I've owned a "Ryan" folder from them for several years now. Some time back, I snapped the pocket clip off when exiting my vehicle when it got tangled with the seat belt. I had let this go for some time, but recently became anxious to correct the problem. I sent CRKT an e-mail asking for information on how to purchase the replacement clip (and of course mentioned how much I enjoy all their products) and they promptly replied with a request for my mailing address so they could, FREE OF CHARGE, send me a replacement clip along with the associated set-screws. INCREDIBLE! Now that's what I call great customer service and something, even though small, that will keep me coming back to do business with them again in the future!

The other is - Surefire. If you want blinding white light for personal defense, few companies are better than Surefire. This is another case where I've owned one of their products (Z3 Combat Light) for some time and then experienced a major malfunction (tail-cap on/off switch freeze) that required replacement. So, I contacted Surefire (but note it took three attempts) and they too requested my mailing address and will ship me, FREE OF CHARGE, a replacement tail-cap which will resolve my problems. AWESOME!

So, with such great customer service and a positive customer experience, I thought I was share the news about these companies with you.

THANKS!


“Your Success Is My Business.”™

The Positives About Negatives

"I hate customer complaints."
"Why are our customers always complaining?"
"Why would we want to have a social media page that allows customers to post negative comments about us?"

I'm heard this (and more) over & over from businesses all over America. I'm sure you have as well. All of these comments are with a negative thought process & with pessimistic vision for the future of that business.

But I on the other hand see huge positives in all these comments! How?

When your customer is calling you and complaining, all they're doing is begging for help. They want to do business with you, they want to give you their hard-earned money, all they want from you is to help them resolve their problem!

If a customer uses your social media page to post a complaint, here's your opportunity to show the world what great customer service you provide.

And if the customer has a legitimate problem with your business, don't you want to know where you're failing so you can correct it, regardless of how the message is delivered?

Negative comments & complaints are a gold mine for you to refine your company and move it to the next higher level of customer service and the customer experience. Don't miss the opportunites!

Until next time, remember “Your Success Is My Business.” ™

[Note: photo from http://www.all-about-forensic-science.com/]

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The "Squeaky Wheel" Philosophy

What if your customers never had to say "I won't stop because I'm the squeaky wheel" because you're delivering such legendary service they're always WOW'd? How is your customer service department stacking up?

Customer service is harder to deliver now more than any time in history. With the advent of the internet, social media, and the new "4-second rule" (hey, it was only recently that it was the 8-second rule) we've self-created a hyper-drive customer service society.

Regardless of the size of your company, customers expect a LEGENDARY CUSTOMER EXPERIENCE (including service) regardless of how THEY elect to connect with you. Whether they communicate with you via face-to-face 'walk in' business, via the phone, via e-message, via website self-service, via social media, via whatever method THEY elect, they are expecting your immediate attention to their requests. And when you don't deliver to their expectations, this is when they become "the squeaky wheel".

The days of your business electing to provide one or two customer interaction paths are a thing of the past. Customers will seek out the businesses that provide them the method in which they want to do business. Are you providing all the paths your customers want?

I'd like to hear any success stories you've had with implementing new customer service options for your customers.

THANKS! And until next time, remember “Your Success Is My Business.” ™

[Note: photo from http://www.businessalone.com/]

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Customer Experience - Red Carpet Treatment

Isn't the customer experience the responsibility of the entire company? Shouldn't everyone employed at a business consider themselves part of the customer experience team? Isn't the customer experience the main long-term focus of all businesses? All these questions are things I constantly ponder on and discuss with the business leaders/owners I interact with.

I recently read a statement that asked (rhetorically I'm hoping) 'when did the customer experience become the responsibility of only one group of a company?'

How true.

If your business isn't rolling out the red carpet to everyone the comes into contact with your company - whether face-to-face, via e-mail, phone call, social media, or whatever touch point you provide your customers - are you assuming that your competition isn't either?

I truly believe that most businesses are working on how to WOW! their customers and that there's nothing wrong with a customer experience team to create and deliver those processes. It's unfortunate, though, that there are businesses out there that don't take the time to focus on this. I read an article recently about how a well established business, with known problems in the past, continues to let people down in their customer experience.

How does your business focus on the customer experience? How do you hold yourself personally accountable for the customer experience, regardless of your company's process? What local company (preferably not some national chain) that you do business with is the best at the "customer experience"?

THANKS for reading! Until next time, remember “Your Success Is My Business.” ™

[Note: photos from http://3rdi.ie/]

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From Your Customer’s Perspective…

How do your customer’s see you? Are you a “Tigger” or an “Eeyore”? Are you positive, motivated, even with a sense of having fun in everything you do? Or are you the bearer of bad news, have a solemn or down attitude and rarely smile with a complete lack of enthusiasm in what you do?

It’s obvious who you customers would rather do business with, but are you conscience of this while you’re with them?

As Art Williams would often state, ‘People don’t want to do business with a negative, dull, disillusioned, frustrated cry-baby.’

So, while you’re out in the field, think about being a Tigger and people will notice. Always be focused on your personal “brand”.

“Enthusiasm is a vital element toward the individual success of every man or woman."
~Conrad Hilton, hotelier and philanthropist

...See this video...

Until next time, remember “Your Success Is My Business."™

http://joeypeacock.com/

"Go Ahead...Make My Day!"

Of course we all know that famous line from the Clint Eastwood movie. And I don't think "Dirty Harry" meant it to have a positive outcome for the person he was interacting with.

But that doesn't mean we can't use "make my day" in a positive way with the people we interact with every day.

In today's hectic world, it seems that courtesy sometimes takes a back-seat in trying to make it to the next appointment.

So, I came up with some suggestions for us to do so we can all "make someone's day":

• Find the manager at the restaurant you eat at and tell them what a great meal you had and what fantastic service your host provided you.

• E-mail the company of the hotel you stay in and share the wonderful way their team took care of you during your stay.

• Next time you're getting food from a fast food restaurant, make the person behind the registers day and leave them a tip.

• While checking out at the grocery store, graciously thank your check-out person and be sure to use their name when you do it.

• Hand write a letter to your best friend's mother and thank her.

• Drop a message to your old school teachers and thank them for everything they did for you...especially for putting up with all your pranks.

• Find and tip your garbage person. Be sure to apologize to them for only doing it at year end.

• E-mail your company CEO a "super success" story about a co-worker and how they delivered a world-class customer experience to a client.

• Call every family member and thank them for a life full of love, support and blessings.

• Anonymously buy someone's meal.

• Ask someone behind you to move ahead of you in line.

• Wave at everyone you meet while driving.

• Find something to compliment about each person you see today and tell them at the beginning of the conversation.

• Find out everyone you know birthday date and, even if you have to note it somewhere, never forget to wish them happy birthday each year.

And lastly, let's all focus and "make someone's day" everyday.

Until next time, remember “Your Success Is My Business."™

http://joeypeacock.com/

Full-Service

Full-service gas stations are almost like the 8-track cassettes of years past...just a memory. I can typically only find full-service stations in small towns now. I bet most people born after 1990 don't even know what a full-service gas station is (okay, or 8-tracks either).

Years ago, all gas stations were full-service. Self-service would have been considered an insult. A full-service gas station would fill your gas tank, wash your windows, check your oil and air in your tires for you...without asking! You never had to get out of your vehicle---you just sat there while someone else provided you all the customer service you needed. There were even "bays" for you to get a service job, or tires changed/installed, and some would even do electrical repairs like AC, alternator, distributor, etc. work! A true "one stop shop" for your vehicles health.

You don't know what you've missed if you never have pulled in to a full-service station.

Personally, I'm fortunate enough to work right next to a full-service gas station. Ricky McDougald is the head-chess over there and this guy is all about customer service.

I've never seen Ricky upset or mad, and I've seen him with more than he and his team could handle. He knows so much about what he does, but is so humble about it. I've seen him "plug a tire" (repair a hole in a tire for those of us who are not mechanically gifted) and not charge anything for it...unreal! If Ricky doesn't have the part you need, he'll personally walk down the street to the local Auto Parts store and pick up the right part for you.

Ricky also makes every customer fill at home...they have comfortable chairs inside with an awesome air conditioner system that keeps you cool on a hot Florida summer day. Or, if you want, they have a really nice wooden bench out front (in the shade by-the-way) that you can wait/rest on & read the paper, and even visit with friends or other customers while you're there. Mayberry has nothing on Ricky!

So if you ever have the fortune of traveling through Blountstown, Florida, take a moment and stop by McDougald's Station on Hwy. 71 for an ice-cold drink and a full-service tank of gas. You will not regret it.

Do you know a local business like this? I'd like to hear your story of a business that goes out of their way to serve their customers like Ricky does. Please add in the comment section (link below).

Until next time, remember “Your Success Is My Business."™

http://joeypeacock.com/

Nobody Can See The Wizard...?

The Wizard of Oz...a great, classic movie. One of my favorites! In fact, I have a special collectors edition laser disc of the movie (yes, I said laser disc---UGH!).

To me, one of the memorable lines of the movie is when the door man to Emerald City says, "Nobody gets in to see the Wizard! Not no way, not no how!" Of course in the end we understand why.

But, my fondness of the movie is besides the point of my message here: I know of a business, which I frequently go to and do business with, and in this business there are some "classic movie" posters around the place---one of them being the "Wizard of Oz". Since my wife and I enjoy watching classic movies, I've found this an interesting and pleasing side-note to the business. And the business has nothing to do with the entertainment industry, movies or anything with electronics or technology.

But here's the thing that most stands out to me about this business---over the door that leads to where the owner is, there is a sign with the above mentioned quote from the Wizard of Oz movie, "...Nobody gets to see the Wizard...". I think that in some way, the sign is a joke and relates to their Wizard of Oz poster, but then again it maybe is the way the owner thinks.

In all the times I've been in the business the owner has never once, no not once, ever greeted me, spoken to me or even thanked me for doing business there. I've never seen him come out to offer any of this to anyone else either. Hard to believe isn't it?

How do you have a business and not have some conversation or interaction...of any form...with the people who give you their money?!?

Today, I ask you to re-evaluate your business. Is it customer friendly? Does someone either in a leadership position or even the owner meet, greet, interact, talk with the customers that come to your store? Does your store have posted signs that discourage interaction?

If you have any similar situations where you've seen this happen to you, or if you know of a business that for whatever reason isn't customer friendly, I'd love to hear your comments (see link below).

Until next time, remember “Your Success Is My Business."™


http://joeypeacock.com/

Raving Fans...

I've just completed the Satmetrix Net Promoter® Conference and Certification this past week. It was an incredible conference with many great speakers including Charles Schwab President & CEO Walt Bettinger, Zappos CEO Tony Hsieh and Intuit President & CEO Brad Smith to name a few. Blogger and author Joseph Jaffe also entertained us as well and caused us to reconsider how businesses market to their intended audiences.

After the conference, the certification part of Net Promoter® begin...three days of intensive training, case studies and lessons.

All this because my best friend asked me "Does your company use NPS?"

How does a simple question like that turn my career into an incredible new journey?

I've always been passionate for the customer and have always known that the experience the customer has with your business and what they tell their friend & colleagues will often make or break you company. I believe the success I had years ago in my short-term financial services business as well as my decade plus electronics business was mainly due to the service---and customer experience---that I provided my clients. I also believe that the success I've personally had in FairPoint Communications has been because we had (for the teams I've lead) a true focus on delivering world-class service in every customer interaction.

Have all those interactions been world-class? No. Unfortunately that's not possible. But when you focus everything you do around that philosophy, then you're bound to have a lot more success than failure.

In the Net Promoter® Score (NPS) program, customers who are most happy with you and refer your business to their friends & colleagues are called "Promoters". At FairPoint Communicatios, we've always referred to them as "Raving Fans!" (from the Ken Blanchard book).

It seems like every business would understand that happy (loyal) customers are the foundation for a successful long-term and profitable company...but for some reason all businesses don't make that their ultimate focus.

Until next time, remember “Your Success Is My Business."™

http://joeypeacock.com/

Do Businesses Really Care About Creating Customer Loyalty?

I visited a couple of local businesses the other day, and based on my experiences, I'm wondering if businesses are truly concerned about creating customer loyalty.

Let me share my experiences...

I went to a local fast food restaurant. Now, you may think that fast food restaurants aren't really concerned with customer service, much less customer loyalty because all customer's are interested in is food, fast (and let me add that most chain stores are locally owned and operated). But I disagree, just ask Chick-fil-A, they really care. And I really care too. What difference should it matter whether I'm sitting down in a fine restaurant or stopping by a chain? I still desire a friendly face from someone who wants to provide great service.

At this chain, the employees (all of them) acted as if someone were holding them hostage to work there. There was never a "thank you" or "your welcome" or "how may I help you". I got a "Can I take your order?" and, then as I've found common to this particular store, "...we don't have..." this and that, and a "that isn't ready and will take 20 minutes to cook" like I was putting them out!

I was the second guy in line, but more people came in after me and all got the same cold, put-off treatment. Let me also add here that all this happened right at supper time when they should have expected a crowd to come in and was prepared with appropriate food to deliver.

After about a 20 minute wait, and then not getting exactly what I ordered, I then got home to find food that was, let me say, questionable...you wouldn't find me recommending this place to my friends and colleagues. I also wouldn't say they created a loyal customer out of me either. And other than the fact that I will not state the name of the location here, you could truly call me a detractor to their business.

For the other business, I saw one of their sales people who in the middle of our casual conversation added, half-joking half-serious, "...let me sell you some (product name)." I thought, who trained them in their sales skills and how do they feel this is an appropriate approach to moving their products?? I gave the "I'm not really interested now" reply and that was it. I actually believe the person wanted to sell me their product, but the approach and follow-up were completely unprofessional.

I just can't understand how in our current economy that business owners are not focusing on training their teams to deliver world-class service with every customer interaction!!

Whether you provide your team books to read on the subject, provide on-line training, leader motivation in weekly team discussions, or by bringing someone in to lead a team meeting, growing profits is directly related to how well your employees provide a great experience with your business. But isn't this really Business 101?

Until next time, remember “Your Success Is My Business."™

http://joeypeacock.com/

Loyalty

More specifically, customer loyalty. Another one of the recurring topics that we will touch on in these messages is about the world-class service we should all be providing our customers. And as we’ve discussed, it’s not about a satisfied customer…but a loyal customer.

One of my favorite motivational speakers and authors, Jeffrey Gitomer, wrote a great book with a great title called, “Customer Satisfaction is Worthless, Customer Loyalty is Priceless”. You need this on your “to read” list if you don’t already own it (available here).

How does a company or a salesperson know when they’ve created customer loyalty? One way is when a person elects to tattoo your logo on their body, I would say that’s the ultimate customer loyalty statement.

“But Joey, I can’t get the billing department to get the customer’s billing right.” “But Joey, the service techs didn’t install the system like the customer asked them too.” STOP POINTING FINGERS about why you can’t provide world-class service! You do everything you can and provide world-class service to the customer. How?

q Treat every customer like a celebrity.

If George Clooney called and needed service you’d go crazy in serving him and falling all over him to make sure he was happy. Act like every person you talk to is George Clooney.

q Give your customers face and serve them to death.

When was the last time your Top 100 customers saw you? How about your Top 10? Is every visit an attempt to sell them something and they only perceive you as a salesman? Do you provide them marketing ideas, growth suggestions that you’ve seen in other companies or provide them other business partners who can mutually benefit from doing business together in order for everyone to succeed?

q Professionally oversee all projects.

Have all necessary pre-call calls; clearly deliver all –detailed– documents concerning your project to all necessary parties; confirm all deadlines to all parties in writing; follow-up, follow-up, follow-up!

q “Call out the Cavalry!”

I can assure you that when your customer has problems, the last thing they want is excuses, technical mumbo-jumbo or anything else that doesn’t resolve their problem. The only words they want to hear from you are:

àEmpathy (“Oh, that’s horrible!”)
àTell them “That’s my favorite problem!” You’ll amaze them when you say this.
àTell them the cavalry is in route to resolve their problem, and then make it happen.

Once the problem is corrected: follow-up with the customer, resell them on your company, and then resell them on YOU.

q Send business to your customers.
Become a professional netweaver. Help your client’s grow their business by partnering them with mutually supporting businesses so that everyone grows! When you start helping your customer’s grow, they’ll happily return the favor.

Be 100% focused on creating customer loyalty (Raving Fans!) in everything you do when interacting with your customers.

“Your company's most valuable asset is how it is known to its customers.”
~Brian Tracy

Have a great week and until next time, remember:

“Your Success Is My Business."™