All posts with the tag 'Customer Service'

Good for GoToMeeting

I can host unlimited conference calls, unlimited web meetings and unlimited web seminars for less than $3 per day. Let’s look at what this means to any business:

• Unlimited conference call #s are generated at the touch of a button (phone or PC based access)
• Unlimited Web Seminars (show anything on your PC to as many as 1,000 other people – anywhere in the world)
• Custom landing pages for your web seminar registration and virtual waiting room
• Automatic registration for your web seminar, selecting required or optional registration fields (name, email, phone might be required, but city, state and zip code are optional)
• Detailed registration and attendance reports
• Record the presentation and audio for training, future presentation use or load onto your web site for viewing
• Real time collaboration (sharing) of information – work on the same document at the same time – from anywhere in the world
• Ability to view other people’s PCs (they can show you anything they like on their PC)

That’s a lot of computing power for three dollars a day – perhaps too much? GoToMeeting recently sent an email that they were going to increase prices for companies requiring larger 500 and 1,000 attendees meetings – BUT – they were not going to increase prices for existing customers. That’s a good, customer oriented attitude that shows their loyalty to customer and earns the same in return. Cloud computing solutions like this are relatively new, but great customer service has been around for a long time, virtual or not, for those who understand the importance of customer loyalty. Good for GoToMeeting/GoToWebinar/Citrix – seems like they get it.

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Posted in business, Customer Service, emerging business, Entrepeneurship, Home Office Business, Insurance Agency Marketing, Virtual Business | Leave a Comment »

TKO – Client Always Wins – Virtual or Not

I recently ran into a dispute with a vendor I use. I use the term vendor in this case, because during the dispute my perspective about them changed from a partner to a vendor. I had signed a one year agreement with them at price point A, and when I went to reorder, they asked for a new price higher then price point A. I was working with a new sales person; my original sales person had departed for parts unknown. The new sales guy towed the company line, leveraged all the standard catch phrases like undervalued, new pricing parameters, top down management directive. These probably made perfect sense to him but I thought I signed a one year agreement. Technically – he said, I didn’t have a one year contract – reorders weren’t actually part of the agreement. Hmmm… in a way, he was going to win this dispute. After all, I wasn’t likely to sue his firm. But what he and many others don’t realize is that you can’t win an argument with a customer on a technicality (I would simply say you can’t win any argument with a customer – you lose as soon as you start arguing).

I asked to speak to his manager – was initially told that wasn’t necessary. In today’s virtual world, however, shielding management doesn’t work if a customer is really ticked off. So, I simply went to LinkedIn, searched for senior managers at the firm, and reached out to them. To their credit, they responded promptly, and honored the intent of my agreement. If things continue on a positive path, they might regain my complete trust and loyalty. If there is any hiccup of any type, I’ll move my business right away. In this virtual world, if you are a customer service person, a sales representative or simply a customer, you should always assume that the senior most management of your company or almost any company is just one or two degrees away – easy to contact from a virtual and pragmatic perspective.

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Posted in business, Customer Service, emerging business, Home Office Business, Virtual Business | Leave a Comment »