Crappy Customer Service Followup

By Jim Whelan, The Joan Randall Agency

Friday, August 17, 2007

I'm slowly floating back to earth after yesterday'smeltdown about Verizon, who today still occupiesthe chair as the worlds rudest and dumbest company.Twenty four hours have past and they still suck.

The solution to my problem was for me to solve it byoverpaying these jackasses once again to the tuneof almost $800.00, so they can credit my account,which they promised to do over three weeks prior, andfailed to do.

(At The Joan Randall Agency you are going to talk withreal people who care about you and your business.Everybody at The Joan Randall Agency will walk a milein your shoes, including me, Cowboy Jim. Give us acall at 206 407 3124 TODAY!)

Here is what they do in customer service there. If theydon't know how to solve a problem, they transfer you.They tell you they are going to transfer you to a live body,but what they do is transfer you to their voice mail systemwhere you have to repeat all the info you have alreadyinput several times. This alone is enough to drive a personcrazy. They also operate from the position that you arewrong, and they are right. If you get angry, they say theywon't listen to that kind of language, and hang up, or transferyou to nowhere.

I had at least fifteen conversations with representatives ofthe company, and with one exception, not a one cameanywhere near solving my problem. Not one of them detailedour conversations in their notes. They just don't care.

Pretty soon, they will go the lowest route of all, and sticktheir call center in India or Pakistan, where not only will thesystem not function, you won't even understand the personon the other end.

This is billion dollar stupidity. I have friends in sales who can'tcommunicate with the companies they represent becausethe people in those companies just turn off their phones anddon't answer them.

I have run into this myself, and you know what I do? I juststop calling those people. A couple of weeks ago I put togethera deal to bring revenue to a publication that could really use it.I had new advertisers ready to go.

I couldn't get through to the guy, so I packaged those advertiserssomewhere else. His loss: 22 K a month, or a cool quarter milliona year in revenue that he needed, and didn't have.

His bad, not mine.

If you want to be in business and survive, have people answer thephone live, and know what they are doing.

From the big saddle,
Jim Whelan

P.S. A lot people make the mistake of not advertising this time ofyear. They think it's slow, it's summertime, people don't buy, I'veheard every excuse in the book. The simple fact is that people buyall the time, especially on the internet. It's kind of like living in SanDiego, where the season doesn't change. The internet has changedthe buying model of the past. Everyday isn't Christmas, but an adin the right spot can make it feel like that. Make sure you stay tappedin to market year round. Call us at The Joan Randall Agency NOW.206 407 3124

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