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Topic: 10 Ways to Please Us, the Customers.

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  1. #1
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    10 Ways to Please Us, the Customers.

    From the New York Times (link may die any time):

    10 Ways to Please Us, the Customers.


    Summary:

    1. Thou shalt not entomb thy product in indestructible plastic.
    2. Thou shalt hire native English speakers to translate thine instruction manual.
    3. Thou shalt not hype irrelevant specs
    4. Thou shalt not charge tech-support fees for thine own mistakes
    5. Thou shalt not participate in rebate rip-offs
    6. Thou shalt not hide from thy customers
    7. Thou shalt remember the customer's phone number (We call for help; we're asked to type in our 10-digit phone numbers or 20-digit customer numbers; then when an agent picks up, we're asked for that number again)
    8. Thou shalt not prevent "zeroing out" of thy phone-mail maze
    9. Thou shalt not hog the power strip
    10. Thou shalt not plan obsolescence

    Some of this doesn't apply to our service (we don't offer rebates and have personal phone service). Nevertheless, let me know how I can better serve you the customer.

    Add your commandments:

  2. #2

    Re: 10 Ways to Please Us, the Customers.

    Thou shalt launch Garritan Philharmonic OrchestrA without hesitation!

  3. #3

    Re: 10 Ways to Please Us, the Customers.

    Though shalt reasonably price the product (of course you are the best at this . . . others are not )
    Sean Patrick Hannifin
    My MP3s | My Melody Generator | my album
    "serious music" ... as if the rest of us are just kidding

  4. #4

    Re: 10 Ways to Please Us, the Customers.

    Thou shalt continue steadfastly as thou has gonest...
    ;-)

    Jim Jarnagin - no not THAT Jim Jarnagin, the other one.

  5. #5

    Re: 10 Ways to Please Us, the Customers.

    Thou shalt do group buy that is worthwhile for your european customers too.

  6. #6

    Re: 10 Ways to Please Us, the Customers.

    Thou shalt not use Sony DRM copy protection

  7. #7

    Re: 10 Ways to Please Us, the Customers.

    Thou shalt not use Sony DRM copy protection or any of its brothers, sisters, cousins, ancestors, or descendants.

    Chet

  8. #8

    Re: 10 Ways to Please Us, the Customers.

    Thou shalt not leave the seat up on the commode.

    That hasn't a darned thing to do with software, but I hear women really appreciate that.

    David
    www.DavidSosnowski.com
    .

  9. #9
    Senior Member Styxx's Avatar
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    Re: 10 Ways to Please Us, the Customers.

    Thou shalt not worry about thees those and thisis!

    And as far as the seat goes, what was all that liberation jive cosmic debris about?
    Styxx

  10. #10

    Re: 10 Ways to Please Us, the Customers.

    None of these apply to GPO, in my experience, but apply to plenty of others:

    • Thou shalt make thine updates and patches easy to find and download from thine website;
    • Thou shalt put basic troubleshooting information in thine manual, so that some customers may be able to fix their own problems without wading through Tech Support;
    • Thou shalt not hide thine email address;
    • Thou shalt reply to the customer's email;
    • When thou repliest to thine customer's email, thou shalt first read the customer's email and not merely provide a canned response.


    I can think of two examples right off, of how NOT to do it.
    (1) A software company offered its antivirus scanner by download. I bought it, downloaded it, and tried to install it. Wouldn't install. Company website did not provide any way at all (no phone, no email, no snail address) to contact tech support: seems they had some chat or email contact built into the product, but you didn't get access to that until after you got the product installed. No way to get help with installation issues. Finally got through to them by contacting the sales department, and finally got someone to refer me over to tech support.
    (2) When I finally got through to tech support, I sent them a description of the problem, the install program's behavior (i.e., where it crashed), and a description of my system. Received in return a canned reply saying essentially "try this...". Tried "this", with no luck. Replied and advised that it still didn't work. Received in return the same canned reply.

    Canceled the sale, and won't go back to that company for antivirus or anything else.

    Grant
    ==============================
    Grant Green ||| www.contrabass.com
    Sarrusophones and other seismic devices

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