Seizing The Opportunity to Make it Right- Offer Great Customer Service When There is a Problem
I have written countless emails and made considerable posts about plugins on developer blogs with usually disappointing results. I don’t; expect much in the way of support I am pretty grateful when some one creates somethings and lets me use it for free and don;t like to make waves or do anything to curb the future efforts.
I was very pleasantly surprised this evening when the developer of WP-Spam Free, Scott Allen commented on a recent post I made about tracking down scripts and plugins that were slowing down my blog.
Here was Scott’s comment:
Hi Lisa, Sorry to hear you had a problem with WP-SpamFree. I really do wish you had contacted me first before posting this if you were having problems because I don’t think that’s an accurate diagnosis. If it’s slowing down your site then there is something else going on, possibly some kind of conflict. It’s actually engineered to be extremely lightweight and fast. Most other anti-spam plugins use much more server resource bandwidth. We’ve tested it on many different configurations and servers and it shouldn’t be slowing anything down. Please feel free to contact me if you’d like to try it out again and would like help diagnosing anything.
Scott is so smart on so many levels I don’t know where to begin. He has done everything right from a marketing an service perspective. He followed up on a quasi- negative post about his product/service QUICKLY and saw an opportunity to make it better.
In a world of “what can you do for me” mentality was refreshing to have someone contact me and say- “hey, what can I do to help you ?”
Scott did not whine.. he did not say hey - its your fault the plugin in didn’t work, he didn’t flame me for criticizing his plugin, he saw a way to address the issue and ameliorate the situation and create some synergy.
When I owned my own brick and mortar retail store, a floral design studio, I saw every customer service problem or customer complaint as an opportunity. If some one called to complain about dead flowers- not only would I resend the flowers AND refund the money with a smile and a no questions asked policy I would send a little bouquet with note of apology.
Every time someone walked in the store with a problem I would address it and exceed their expectations. Customers were almost universally caught off guard that it wasn’t a huge hassle and and they were SO grateful .. and walked out of my store with a smile on their face. They did not tell 10 friends about the dead flowers and awful my store was.. they did not walk by my store and remember that there last experience was negative.
When you EXCEED expectation you have given good customer service.
I am stunned by the crappy customer service we are shoveled daily by the stores around us- we are so used to we do not even question it any more.
Try and return something.. EVEN if you have a receipt some stores now hang on to your money by making you accept a gift card as a form of refund.
I have lots more to rant about but my vision is fading and I am giving my spell check a real workout tonight.
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Customer satisfaction should be at the top of the list as that is what people need in any industry. I know a ton of people who keep going to the same company for some type of product or service because they enjoy the way they are treated even if it does cost them more.
People who can solve problems always make more money.
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Hi Lisa,
Thanks for your comment on my blog. I’ve added you to my post about DoFollow Directories and Social Media.
I’d also like to thank you for approving my website in your DoFollow Directory.
Good luck with your blog
Arjen
Arjen’s last blog post..10 Photoshop Poster tutorials