Customers Want Great Service, Not Just Great Technology
Posted on Tuesday, November 3rd, 2009
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.
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Just wanted to say HI. I found your blog a few days ago on Technorati and have been reading it over the past few days.
Thanks, Sue! It’s an honor to be followed by the author of “Business Management ABCs” http://www.businessmanagementabcs.com/
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