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Customer Service | discoveryourpowerteam.com

Archive for the Customer Service

giving thanksHappy Thanksgiving to my friends, colleagues, clients in the USA! In addition to the traditional Thanksgiving celebrations south of the border, many stores and homes are already dawning their Christmas attire and the holiday tunes are playing on the radio.

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In fact, today we awoke to a winter wonderland. Needless to say I love this time of year. It definitely is a time to be thankful!
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The Forgotten – Past Clients
As small business owners, we often invest loads of time, energy, and attention in getting new clients.  Unfortunately, we often forget about the clients we already have. Those who have done business with us in the past.  This year, why not take a moment to reach out to your past and current clients and let them know they are thought of and appreciated.

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A Simple “Thank You” or “Thinking of You” Goes a Long Way!

Continue reading ‘Giving Thanks: Thank Your Clients and Team Members Too!’

If you know my work , you know that I am all about ensuring that you have the right person for the right role on the right team!  You also know that I believe in going above and beyond for clients and  that every business owner should have a goal of creating amazing customer experiences for all of their clients and prospects!  So what happens to the customer experience when you place the wrong person in the wrong role on your team?  Read on…

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So, I am in my office, working on one of my VIP client accounts, when the phone rings.  I pick up, and at the other end I hear, “Hi, this is P from Guru X’s company abc.com, you recently purchased one of our products…” 

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You see, a little while ago, I did invest a pretty penny on one of the top internet marketing guru’s programs.  My goal:  expand my service offering and add another income stream to my business.  Now, I do not pick mentors, coaches or training programs lightly.  This was positioned as one of the best in the industry, which is why I selected this program and this Guru.  And, I must say that so far, both the program and the Guru have lived up to their reputation.  Until today, that is….

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So back to my conversation with P.  It turns out he was calling looking for a handful of people who would benefit from jumpstarting their online business  by having a professional internet expert hold them by the hand and implement the key learnings from the program.  Yes, it was an up sell.  (Well, let’s call a spade, a spade.)

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Up selling was not the issue!

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But actually, that wasn’t the issue.  The situation deteriorated when I asked for the pricing structure.  P continued to follow what seemed to be a script… telling me that fees were dependent upon the level of service/intervention I required.  To which I responded, “I understand that, but you can surely give me a ballpark figure or at least a price range.”  Again, I got what appeared to be a scripted answer of our plan director takes care of this and we can’t quote you a price without knowing what level of service you need… 

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Should I have hung up?

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So I did go on to say that I totally understood that he couldn’t quote me an exact price; that I say the same thing to my prospects. However, he must have tiered service offering with a price structure, a ball park price..a range…to which he promptly replied angrily, “Were you listening?!”   Now the client in me just wanted to hang up then and there…after all this guy calls me on my time…on my business line to try and get me to hand over more cash and he has the gall to get impatient and ask if I was listening? 

. Continue reading ‘Is Customer Service Dead? – Top Internet Marketer Rep Hangs Up on Me!’