A lot happens before ideas become solutions.
At ElixWare we want to bring you more than just great, affordable software. We want to let you know how and why we do what we do.
Our Ruminations blog will bring you insights into how we got here and some of the things we consider when trying to help you run your business. We hope it gives you a better understanding of how we strive to better serve your needs.
Today I bring you three examples of customer service that happened recently. Two I personally experienced; and one was endured by the Santa Clara County Fire Department. What we have is the Good, the Bad and the Ugly.
I reward good customer service — and a good customer experience — by voting with my wallet. $20 isn't going to make or break any business, but it all adds up.
The next two places I tried both said they could not provide next-day service (both farmed their laundry out to another service). They both seemed to think my request for next-day service was unreasonable. I also tried a wash ’n fold laundromat, who told me they could do it, but they had a weight minimum. This proprietor was polite and professional. She was genuinely apologetic that they could not service a single shirt.
The last place I tried was more than happy to provide next-day service for a single shirt. The price was $1.95, and the shirt was ready at noon as they promised. I happened upon this business accidentally while headed to buy a new shirt. I know where I’ll go for any other dry cleaning or laundry needs in the future.
Verizon claims that the throttling was just a "customer service error", which is hogwash. After SCCFD notified Verizon of the problem, Verizon continued to throttle SCCFD’s data. The public outrage towards Verizon was easy to predict. After Verizon removed the speed limitations they proposed a new (more expensive) data plan for SCCFD and similar organizations.
Some members of Congress have called for FTC investigations into Verizon’s handling of this. There have also been statements tying this event to the need to reinstate Net Neutrality. Verizon not only miscalculated the public’s response, but they completely missed the political backlash that they most deservedly received.
My personal experience with Verizon’s customer service is dreadful. It was so bad that I switched to another carrier after 12 years of paying for 3k - 4k minutes per month. I endured the dropped calls and less than great coverage area with the new carrier. The new carrier improved its service area and call quality over the last decade. I have never looked back.
We try to treat our clients special. We try to provide a high level of customer service as well as being honest and forthright. My mechanic is like that, and it's why I trust him implicitly. If he told me that I needed a new flux capacitor I wouldn't bat an eye, but I would want to buy it at my local auto parts store.