Customers Want Great Service, Not Just Great Technology

Some tech companies deliver an unforgettable customer experience. I had one such moment with a web design outfit. I’d sent over a list of days/times I was open for training.  Rado the designer’s response: “How dare you presume I’ll be available.”  I fired him on the spot.

That same day I hired The Complete Website out of New Hampshire, and never looked back. Great people. Outstanding work quality. Rapid response time. Reasonable pricing. To this day, any time I need help, Peter, Jean, Chris, Kate and Jordan are all over it before I can even finish my sentence. Never any need for me to come up with a thought on how to improve SEO, create Google-friendly content, etc. — in their quest to continuously “surprise and delight” the customer, TCW comes to me with these and many other ideas.  They are unforgettable in the best possible way.

I’m not saying this merely to praise TCW or single them out as an exceptional provider of the superior customer experience, but rather, to observe that all tech companies — from the simplest hosting outfit to the maker of sophisticated OSS/BSS solutions — should be just this good.

I’m sure my ordeal with Rado the web designer is the exception, not the norm, in the IT arena.  But if you have any doubts, remember that the customer experience is the thing. Customers may well love you for your extraterrestrial-level technology.  But they rate you on service.

Related posts:

1. Customer Service: The New Bottom Line for Tech In smokestack industries, a mentality pervades that customer service is...
2. Does Your Social Media Drive Customers to “Seppuku”? Last year a handful of lost souls, fatigued to the...
3. Pac-West: Keeping it Simple for Customers Leonardo da Vinci wrote, "Simplicity is the ultimate sophistication." As...
4. PR Online: It’s All About You[r Customers] Imagine you walk into a shop and the store owner...
5. Why a Great PR Person is Many People at Once I once had an outstanding employee who lived in two...