Square Zebra

Why people hate tech support:

From a series of emails this morning between me and in-house tech support:

Me: I am currently having problems logging into xyz system. I am getting error code "789 - User Name/Password invalid" - Please confirm that my user ID and Password is: Me/111. If so, please either reset and send new ID/Password or call me at # to go over trouble shooting options.

Them: Your user name and password is: Me/111

Me: Thanks - But seeing how those don't work can you reset?

Them: Sure, your new user name and password is: Me/111

Me: That's the same one as before. Please clarify. Or call me at #

Them: Your identification code to log into xyz system is: Me/111

Me: SERIOUSLY! Are you even reading my emails? That user name and password don't work! Please call me ASAP at # to go over this issue.

Them: I tried to reach you at your number and was unable to get through. Have a nice day.

****Banging head against desk*****

But I'm right!

I know I have mentioned this in the past, but just to say it one more time. ... Even though I know I'm right - sometimes you have to allow the client to make the wrong decision.

"No you can't stick a sandwich in the CD drive and expect it still to function properly. I know your child does it to the VCR, but still not the same thing..... Seriously. ....... OK..... If that is what you REALLY want to do...."

*Shakes head and find's client a sandwich.*

:)

Client Relations

So one of the hard lessons I have had to learn is letting the other person win.

You know when you are right? I mean really right. So right everyone agrees with you because you're right. But the client still doesn't believe you? I'm guessing most of us want to give our clients the best option for their needs. But sometimes they just won't accept those options, results, or ideas.

I have a friend who was hired as a consultant to gather data, analyze it, then share his findings. But his findings weren't received well by the company that hired him. Timeless story for many of us. The trick is knowing when to shut up, smile, and let them go on thinking the insane or wash your hands and walk away. He washed his hands and a few months later they came back to him and asked him to sign on full time because his results had been right on target.

You might have the right answer but sometimes you have to let them figure it out on their own.

Amazon Phone Service:

Have you figured out that Amazon seems to be missing a phone number? (What a brilliant deduction my dear Watson.) Ah ha! But look what I found!

Amazon doesn't believe in publishing its service number it turns out. Seems they believe their automated server (which has not replied in 5 days) is as good as anyone needs. Nice thing about them taking credit cars means you can dispute the charge so that they must call you so that they can get their cash.

Turns out the credit card companies get this brought up to their attention enough that they keep the secret service number around though :)

1-800-201-7575 is the key. - post

Bad Amazon for not publishing!

Books!

I'm addicted to books. I own thousands of them. As a matter of fact I have a storage unit that is so crammed full of boxes of books that when I open the door I have to put my hand out quickly in order to stop the books from toppling over me. Because so much of my finances go towards books I have learned the joy of the used bookstore. Currently I drive down to Ballard to a mother and daughter owned store called Epilogue Books. (If you are local you must go down and check them out. Tell them Danielle sent you.) What is great about this store is how connected they are to their clients. I can run in and blurt out "Rebecca, help! I only have 3 minutes and I need new authors. Can you pick something out for me?" Before I'm done talking off she runs to the back of the store and 48 seconds later she is ringing up 6 novels. I don't even have time to sneeze before she is done. How she knows exactly what I am in the mood to read that week is beyond me. But God bless that woman for picking out 'new to me' books that I would had never even bothered with if left to my own devices. I love that kind of customer service. I just stop by for a few minutes or I can plop down anywhere (I personally like the children’s section) and read all day long. I think a review on GoCityKids stated the culture of Epilogue the best:

The store's owners are helpful and friendly - we came in with a chirpy preschooler who wanted to get her hands on all the books and who generally shattered the hush in the store, and we felt perfectly welcome.

Why the post about books? Because in this issue of Inc. there is a feature story on Powell. My second favorite bookstore. :) And even though Michael states "I want to marry that author up to some reader somewhere" I think Epilogue is doing it.

My passion is to marry my customers with the right technology. (I adore how that sounds.)

Dell...

I have always abhorred the Dell customer service and sales departments. A few days ago I became livid over some service I received. I could barely breath from the anger flowing through me. I couldn't believe the sexist and demeaning comments that were stated to me over the phone and was blown away by the straight out rudeness. The next day I tried a new sales representative and was met with the same behavior.

Where did value of a customer go?

Be that as it may, I still had unresolved issues with Dell. Today I made one more attempt to work with Dell using a contact forwarded to me from 6 months ago.

By the way, this whole time I'm actually trying to BUY product.

Enter Mr. S. In one phone call (that lasted less then a minute) and a few emails he completed my order and for $5,000 under my budget! He even called me later on in the evening to go over the specs in detail. **Our conversation of course sidelined to tattoos, blogs, and other fun topics.**

He was friendly, to the point, didn't bother me with details I had already covered, and asked key questions to help me design the perfect product for my clients needs. He valued my time. He valued me as a customer. He valued me as a person. He restored my faith in Dell customer service.

Thank you Mr. S!