Posted: Mon Jun 23, 2008 3:13 am Post subject: I am literally feeling sick to my stomach
Wow. This old thread is a HUGE lesson to me. I am getting ready to launch a website for internet entrepreneurs and I hope I NEVER create this kind of negative publicity. Here it is 2 years later and people are still able to be completely put off from doing business with JB Virtual Enterprises, Inc.
I was sent a marketing piece from another internet marketer promoting a JB product. Being a fairly savvy web consumer, I googled the company name and this thread popped up above the fold!
The takeaway for me is to make sure any refund policy I have is spelled out clearly in the pitch--not just in the fine print--and that I have some sort of system in place to monitor my customer service staff. wow. In addition to being a budding web entrepreneur, I am a freelance writer/editor. If I EVER took the kind of self-righteous, condescending tone Diane took with these paying customers, I'd be out of business in a hot second!
Reading this thread was a real eye-opener on how NOT to conduct business. Needless to say, I will not be buying this product from JB Enterprises, nor will I be promoting any of the company's products on my site.
An ironic sidenote: I clicked over to Mr. Ryder's blog (http://fromthedeskofcharlesryder.com/) and there's an entry from June 10, I believe, on how to provide good customer service. Here's hoping he's learned something in the time since posting to this thread.
Thanks for being here, Mr. Gardyne! You provide an invaluable service.
Best regards,
bizlady08
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Joined: 02 Jul 2003 Posts: 5675 Location: by the beach, Australia
Posted: Mon Jun 23, 2008 5:55 am Post subject: Re: I am literally feeling sick to my stomach
bizlady08 wrote:
The takeaway for me is to make sure any refund policy I have is spelled out clearly in the pitch--not just in the fine print--and that I have some sort of system in place to monitor my customer service staff.
That's an excellent start. However, I think you need to go further than that. When someone asks for a refund you need to provide at least what any reasonable customer EXPECTS, not merely provide whatever you say in the fine print. Better still, aim to surprise your customers by over-delivering on any promises.
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Posted: Mon Jun 23, 2008 10:16 pm Post subject: yes! over-deliver!
Yes, Allan, I agree! In fact, my mantra lately has been "under-promise and over-deliver," as a result of blowing a deadline recently. Amazon is GREAT at that! Every time they set the shipping date about 7-10 days out (with Super Saver, I think), the order ALWAYS gets delivered within 3-5 days. The first time it happened, I wrote an e-mail to compliment them on their above-and-beyond service. Now I get 2-day delivery and I'm still a thrilled (and loyal) customer.
Another example is my car wash service. I've been taking my car to the same car wash for years because of the one time they scraped off the old city sticker from my windshield (one of my least favorite things to do) without my even asking. They just did it as a part of cleaning my car--inside and out. That, plus their level of service is consistently better than any I have had for the price.
My hope is that I will be able to provide the type of service that I value as a consumer. Thanks for the feedback! I look forward to getting a website review here once it's up and running.
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