If you weren’t so abrasive and rude, I would’ve refunded your money – even though we are under *no* legal obligation to do so. I am now marking your email address as spam and your communication will no longer get through. If you don’t want to use our service any more, please cancel your account. I have taken this [...]
In a post which made many excellent points about customer service in general, TryBeta.com said the following about offering apologies: 2) Take the blame for ALL mistakes Did a bug in your software crash your customers computer or was it an error on their part? Who cares! Apologize for anything that goes wrong and offer to [...]
Recently, I have received a lot of mails from a customer of mine. We’ll call her Sally. Sally works for a particular state government agency and has a function coming up, which she bought Bingo Card Creator for. Sally has also sent me roughly one mail a day for the last week. Sometimes the mails [...]
I’m a big fan of all things scaling, because thats what takes you from having to scramble for money on an hour-to-hour basis and gets you to the whole “Making money while drinking pina coladas on the beach” (or, in my case, iced tea in the shade) ideal uISV existence. Two of commenters recently left [...]
I haven’t worked at Quill in years but I just remembered my favorite thing about the place: there is a wall right next to the breakroom which is devoted to customer service (have I mentioned that they’re fanatics about this?) It has daily metrics (I was never quite sure how they were gathered, but I [...]
Processed my first refund today (um, yay?). Can I give a piece of advice for everyone who has a money-back guarantee (which should be everyone): any time your customer asks to invoke the guarantee, process the refund immediately, then write back to your customer. Minimally, you should thank them for choosing your software then inform them [...]
Small business owners! Our appointment reminder software is located at our other site. Click the image below to go there.
This blog has a podcast through HearABlog (RSS feed).
People are Googling for patio11 blog due to the amount of time I spend posting under that name.
Recent Comments