This one happened just this morning. And is getting funnier the more I think about it.
My work phone rang, I picked it up. "This is Jenny..."
The person on the other end told me her name and the company she was with. Then asked me what my name was.
It was a sales call - she had already interrupted my flow - so I decided to have some fun!!
"___, you called me. Do you not know who you're calling?" That messed her up. It was off script.
"Ma'am, I'm sorry, I make so many calls a day, I do sometimes loose track." Points for honesty!
"Well, just tell me why you called". Still not giving my name. Want to see how long she can bluff through without asking for it again.
"I'd like to know who in your company is responsible for ____".
"___, no one in my company is responsible for that". Intentionally using her name to emphasize that I'm the one who was paying attention...haha
"Well! Would you like to start this program? I'm sure your employees would love it!"
"No, ___, my employees don't want that"
"Are you sure?! You're employees' deserve ___ and it would really increase their productivity...." She went on with the script. I just listened and let her ramble.
" ____, I am the only employee, and I don't enjoy ___ at any time, regardless of whether I'm paying for it myself or through my company"
She was obviously deflated: "Ok. Thanks for your time".
It was funny! It was a little mean too - but if she had bothered to "know" who she was calling and/or actually listen to my name when I answered the phone... As it was, I had some fun aggravating her.
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Friday, September 2, 2011
There is No One to Help You
"There is no one to help you" was an actual recording on a tech support phone call I made yesterday. For some reason it just set the tone for my whole experience with this company and their software. And not for the "good".
I'm helping a client set up their e-newsletter. They found a service provider they want to use and asked me to set up the template for them. Works for me - should be easy enough to do.
I was wrong. This software is not user friendly. After fighting for a bit, I finally decided to call tech support.
My first issue was with the background noises on the recording telling you options. I heard what sounded like household noises; water running, cabinets or doors closing, kids (or young people), etc.
My second issue was when I made it through the menu and dialed 1 for tech support, the phone rang 5 times then clicked over to a message that actually said: "There is no one to help you." Ok... I understand if there is a lot happening and "no one is AVAILABLE to help me." But to hear "there is no one to help you" set me off.
I did not leave a message, opting to wait a bit and call back.
This time I made it to a person. He had the personality of a door knob! He answered the phone with "this is ___, how can I help you". In and of itself a decent answering. However, when I answered his direct question with my own direct answer ("I'm trying to do ___"), his attitude changed.
With an impatient tone: "I need to know who you are and what account you're calling about." But that was not what he asked for. I can go on for days about asking the correct question to get the answer you want...
After some less than pleasant banter and him finally understanding that I was a NEW account and did not know his preferred system to get him to help me; he finally answered my question with "you can't do it that way, you have to go through [those] 8 steps to get there".
So, my third issue is a severe lack of customer service skills or personality. I admit, my non acceptance of his attitude was tainted by that original "there is NO ONE to help you". But still...
Customer service is essential!! And having the RIGHT person in that Customer Service roll is even more so.
.
I'm helping a client set up their e-newsletter. They found a service provider they want to use and asked me to set up the template for them. Works for me - should be easy enough to do.
I was wrong. This software is not user friendly. After fighting for a bit, I finally decided to call tech support.
My first issue was with the background noises on the recording telling you options. I heard what sounded like household noises; water running, cabinets or doors closing, kids (or young people), etc.
My second issue was when I made it through the menu and dialed 1 for tech support, the phone rang 5 times then clicked over to a message that actually said: "There is no one to help you." Ok... I understand if there is a lot happening and "no one is AVAILABLE to help me." But to hear "there is no one to help you" set me off.
I did not leave a message, opting to wait a bit and call back.
This time I made it to a person. He had the personality of a door knob! He answered the phone with "this is ___, how can I help you". In and of itself a decent answering. However, when I answered his direct question with my own direct answer ("I'm trying to do ___"), his attitude changed.
With an impatient tone: "I need to know who you are and what account you're calling about." But that was not what he asked for. I can go on for days about asking the correct question to get the answer you want...
After some less than pleasant banter and him finally understanding that I was a NEW account and did not know his preferred system to get him to help me; he finally answered my question with "you can't do it that way, you have to go through [those] 8 steps to get there".
So, my third issue is a severe lack of customer service skills or personality. I admit, my non acceptance of his attitude was tainted by that original "there is NO ONE to help you". But still...
Customer service is essential!! And having the RIGHT person in that Customer Service roll is even more so.
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Monday, July 18, 2011
Price or Service/Quality?
Which is the most important to you - or to your business? Price or service? Where does quality come in?
A group of small business owner friends and I had a lively discussion this morning about price verses customer service. We were split almost down the middle.
Half think price is more important and the "low bid" should always win. Then customer service becomes "get what you pay for" or an unexpected perk for better than expected customer service.
The other half think price is important, but clients pay for the service they get. Especially when looking for a long time provider. They believe good clients are willing to pay a fair price to get what they want and expect from their service provider. Some in this group mentioned they tend to provide a little more than the 'expected' service for their clients.
Then "Quality" was added to the mix. The "low bid" group saw quality and service as the same. "You get what you pay for."
The others considered quality as important as service. "Good clients pay for what they want."
I'd love to know what you all think. Price or Service/Quality?
.
A group of small business owner friends and I had a lively discussion this morning about price verses customer service. We were split almost down the middle.
Half think price is more important and the "low bid" should always win. Then customer service becomes "get what you pay for" or an unexpected perk for better than expected customer service.
The other half think price is important, but clients pay for the service they get. Especially when looking for a long time provider. They believe good clients are willing to pay a fair price to get what they want and expect from their service provider. Some in this group mentioned they tend to provide a little more than the 'expected' service for their clients.
Then "Quality" was added to the mix. The "low bid" group saw quality and service as the same. "You get what you pay for."
The others considered quality as important as service. "Good clients pay for what they want."
I'd love to know what you all think. Price or Service/Quality?
.
Friday, May 27, 2011
Call me by name please.
I realized something interesting at the fitness center this morning. One of the trainers was there early to workout. He knows almost every 'regular' patron by first name. And sometimes knows a few details such as spouse's or kids' names, etc.
It always feels good when he walks by and says "Hey Jenny" - actually using my name instead of just "Hey".
So this morning I noticed something interesting. He spoke to me and several other people he passed on his way to the back of the room. Everyone he spoke to seemed to perk up just a bit.
Thinking of other times I've watched him interact with patrons, I've noticed the same thing. When he speaks to someone, calling them by name, they perk up. Their workout seems to get just a little more energetic or they have a new smile on their face. It's really noticeable if he stops and chats with them.
I've also seen him stop and speak to people he didn't recognize. One lady in particular. She was visiting relatives and staying a local hotel. The hotel and the fitness center have a deal where hotel guests can come workout. I heard him telling her he didn't recognize her and ask who she was. She told him she was a guest from the hotel.
Then the fun began. He asked her about her relatives and where she was from. He offered to show her how to use any of the machines. And just chatted for 4-5 minutes.
That's all it took. This lady, who didn't know anyone in the place, suddenly 'looked' like she had been coming there for years. Her demeanor changed, she looked comfortable, she stood a little straighter, she had a smile on her face and she started chatting with people around her. It was nice to watch.
I'm not sure if he's doing it on purpose, or if it's just his nature to be "personally friendly" with people. But he seems to have a perfect way to make his patrons feel welcome. And in a gym, that is not always easy!
Now I wonder, if we all treated our clients/customers the same way, would they feel more welcome, and even "wanted"? I know I like to be called by name.
.
It always feels good when he walks by and says "Hey Jenny" - actually using my name instead of just "Hey".
So this morning I noticed something interesting. He spoke to me and several other people he passed on his way to the back of the room. Everyone he spoke to seemed to perk up just a bit.
Thinking of other times I've watched him interact with patrons, I've noticed the same thing. When he speaks to someone, calling them by name, they perk up. Their workout seems to get just a little more energetic or they have a new smile on their face. It's really noticeable if he stops and chats with them.
I've also seen him stop and speak to people he didn't recognize. One lady in particular. She was visiting relatives and staying a local hotel. The hotel and the fitness center have a deal where hotel guests can come workout. I heard him telling her he didn't recognize her and ask who she was. She told him she was a guest from the hotel.
Then the fun began. He asked her about her relatives and where she was from. He offered to show her how to use any of the machines. And just chatted for 4-5 minutes.
That's all it took. This lady, who didn't know anyone in the place, suddenly 'looked' like she had been coming there for years. Her demeanor changed, she looked comfortable, she stood a little straighter, she had a smile on her face and she started chatting with people around her. It was nice to watch.
I'm not sure if he's doing it on purpose, or if it's just his nature to be "personally friendly" with people. But he seems to have a perfect way to make his patrons feel welcome. And in a gym, that is not always easy!
Now I wonder, if we all treated our clients/customers the same way, would they feel more welcome, and even "wanted"? I know I like to be called by name.
.
Monday, May 16, 2011
Moving forward sometimes means going backwards!
A wise man said something to me today: "Moving forward sometimes means going backwards"!
It made some sense at the time. It is really hitting home now, a couple hours later!
We were catching up at lunch; talking about family, jobs/work, etc. I mentioned I sometimes feel like I'm spinning my wheels and not moving forward (about work things). His question: "What does moving forward mean"?
Good question! I stumbled a bit and finally came to this answer. In my world of graphic and web design, moving forward means new projects, new things/designs/ideas to work with, etc. I need some forward movement to remain interested/creative.
He then answered me with his own thought that moving forward sometimes meant going backwards - or at least looking backwards.
My friend has worked in several industries for large and small companies. The past couple of years he worked for small businesses and had become increasingly unhappy with what he was doing for a living.
Last year on a trip 'home' to visit realatives, he had a chance to look around his home town. He told me about houses remodeled, streets changed, store fronts gone, etc. He realized, that simpler time might just be what he was looking for.
With only a few years left until he officially retires, he decided to just go get a job doing something for someone else. He clocks in, works, and clocks out. Then he goes home to enjoy his family and hobbies without carrying the stress of work with him.
And I have to tell you... he looks great and he seems relaxed and "happy"!
For my friend - "going backward" was how he moved "forward".
.
It made some sense at the time. It is really hitting home now, a couple hours later!
We were catching up at lunch; talking about family, jobs/work, etc. I mentioned I sometimes feel like I'm spinning my wheels and not moving forward (about work things). His question: "What does moving forward mean"?
Good question! I stumbled a bit and finally came to this answer. In my world of graphic and web design, moving forward means new projects, new things/designs/ideas to work with, etc. I need some forward movement to remain interested/creative.
He then answered me with his own thought that moving forward sometimes meant going backwards - or at least looking backwards.
My friend has worked in several industries for large and small companies. The past couple of years he worked for small businesses and had become increasingly unhappy with what he was doing for a living.
Last year on a trip 'home' to visit realatives, he had a chance to look around his home town. He told me about houses remodeled, streets changed, store fronts gone, etc. He realized, that simpler time might just be what he was looking for.
With only a few years left until he officially retires, he decided to just go get a job doing something for someone else. He clocks in, works, and clocks out. Then he goes home to enjoy his family and hobbies without carrying the stress of work with him.
And I have to tell you... he looks great and he seems relaxed and "happy"!
For my friend - "going backward" was how he moved "forward".
.
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