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Customer Service is Dead? Rep from Top Internet Guru Hangs up on Me! | discoveryourpowerteam.com
 

Is Customer Service Dead? – Top Internet Marketer Rep Hangs Up on Me!

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? 

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However, my years of designing, delivering and coaching customer service programs and techniques to service professionals all over the world made me take a deep breath and say, “Yes I have been listening.  I asked you three times and three times you have told me it depends on my needs. You are refusing to give me a ball part price. I am not willing to invest time discussing my needs if your coaching program is not within my budget.” 

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Telling your client they MISCONSTRUED what you said does NOT build rapport!

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Let’s just say things didn’t get better when he went on to say that I had “misconstrued” what he was telling me.  Let’s just say we didn’t exchange emails and promise to send each other fruit cake at Christmastime!  I nicely said that I thought it was time to end the conversation.  He said he agreed and hung up…leaving me listening to the dial tone and great content for my blog and training programs!

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It costs 5-8 times more to gain a new client!

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Seriously though, so many business owners I meet are looking for the magic pill to attract new clients.  If you have clients — even if you have only one, cherish them!  It costs 5-8 times more to gain a new client than retain one that you currently have…one that has already invested in your products or services. 

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Stay tune for future posts where I’ll share with you the feedback I provided to Guru X and what happened next. I assure you it will be beneficial for your business too!

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What kind of experience do you want your clients to have when they do business with you or members of your team? Click here Your comments are important to me! and leave me a note!

  1. 1 Christine

    Hi Sherley,

    Great post! This happens all too many times! I’ve had it happen myself, leaving me, well, more likely to never call THAT person again.

    Our clients are GOLD and should always be treated that way, upsell or not!

    Christine

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