Yeah, I know. Customer Service is the most unfashionable topic on the Internet Planet.
Let’s combine with the current buzz on The Four Hour Workweek. Suddenly everybody has a Virtual Assistant and they’re delegating everything…even sensitive customer service challenges.
Awhile back I hired a marketing coach. It wasn’t working. I should have realized it after the first couple of calls, but I held on. She was so well known and she charged a ridiculous amount. Clearly I was not in a good frame of mind and didn’t read my own e-book on Intuition.
So finally I socked it to her. I said, “Hey, I want out.”
“OK,” she said coldly. “I don’t want to work with people who won’t work with me.”
Gee, why didn’t you say so, instead of setting up a ferocious contract?
So next thing I get a call from this woman’s assistant. She says I have to pay $200 for a manual that was included with the coaching. Are you serious? I spent a ridiculous chunk of money on coaching that was a waste of time. And she wants $200? She didn’t get it. But that last little gesture was so petty and so ugly…and would you believe she asked to be my Facebook friend? No way.
Then I got an email from another assistant of another Famous Name. “Hi Cathy. I realize I forgot to answer your question two months ago. I had personal problems. Gee, our special is over (sorry), and it was my fault I didn’t get back to you. But you can buy at the regular price…”
And “Cathy, I’m X’s affiliate manager. We have to reverse your $25 affiliate commission. We set up the file wrong. We didn’t intend to give commissions for that product.”
Sure. If you’ve been around awhile, you know: most affiliates send you zero business. I’m talking up X’s service and sending him clients. And he wants to risk this relationship for $25?
And that’s why I’m in a bad mood all week. I just happen to have a Report on customer service: How to Create Lifetime Streams of Income with Heart, Soul and Chocolates on the Pillow. Check it out.
I need to add a bonus about Nickel and Diming. Just when I thought I’d seen everything…