#74 – “Customer Service Collapses, How to Get More Customers Without Advertising, and a BIG Marketing Lesson from the Austin American Statesman Newspaper”
September 22, 2009Episode #74 – “Cleverly Disguised as a Responsible Adult” 
Websites and resources mentioned in the show:
Membergate (Grab the FREE Videos)
Service Magic (Get household tasks done for you)
GotBiz WebTV Network (The NEW Place for Unconventional Business Education)
NiftyClicks (Discover the very latest web tools and resources)
Get a Private Telephone Consultation with me (to Help YOUR Business)
Buy This Week’s T-Shirt (from National Media Services)
I’m upset with Archos, a company that makes high-end portable media players. My new unit broke after using it just twice, and the company didn’t seem the slightest bit interested in helping me, or even keeping my future business. I returned the broken unit for repair.
They kept me waiting for 30 minutes on the phone to speak to someone. Then I discover that they apparently have some kind of insane policy where they offered me a new unit at a 15% discount. That in itself is okay, but I would have had to let them keep the original unit. So I would have paid for TWO units, and only have ONE. Er, that doesn’t seem quite right. They get to repair it then sell it on for profit, at MY expense. Not the way to treat customers as far as I’m concerned.
On to business. How do you get more customers without it costing you an arm and a leg? That’s the question posed to me this week, and the answer will work for virtually any business, so take note!
What about all those long overdue jobs around the house - will they ever get done? Well, fret not. I have a handy solution in the form of a simple website where you can outsource any such maintenance or repair that needs to be done.
Finally, our big marketing lesson is from a newspaper. Really. I found one that’s doing a good job at marketing using a simple graphic on the front page that takes up just a couple of inches of space. It’s a no-brainer mareting strategy, and I’ll give you a few pointers about how you can adapt it for your own business, regardless of the niche you’re in.
Let me know your opinion about the show – simply write a comment below.
Enjoy the show!
Regards,
September 23rd, 2009 at 12:26 am
[...] See the original post: #74 – “Customer Service Collapses, H… [...]
September 23rd, 2009 at 5:13 am
Interesting, I enjoyed watching it. It was informative but also appealing and kept my attention.
September 23rd, 2009 at 6:11 am
I’m surprised Archos behaved like this. I was under the impression that they are a reputable company.
September 23rd, 2009 at 6:32 am
Customer Service? Not from Archos. I run a photography studio and at times as we’ve grown and changed staff we’ve had hick ups that have resulted in delays in completing portraits for our clients. I can’t take back time but I can provide more that what was ordered and that’s exactly what we do. We, at my cost, add in additional real value for the customer like extra photos and at times I’ve even drive 40 minutes to deliver the order to the client directly at a time that suited them! Sometimes you have to do the extra for customers even if you are able to just keep them happy instead of being dissatisfied. Better that you bring them back to neutral instead of leaving them in the negative.
What do you think Andrew ?
September 23rd, 2009 at 6:38 am
Hi Andrew, a few months ago you were discussing websites wrt the background color and black was usually not the best choice. I referred to my web site which at that time was all black with some writing in white and lots of photos. We, I’m happy to say that after a heap to time playing with the CMS it’s now undergone a major face lift. Not only is it white with clear text, the sections are easier to navigate, the targets have been clearly identified and the information directed at a specific audience PLUS I now have a strategy for what I want the customer to do when they visit the site and it’s designed so that as they read from left to right the call to action unfolds before them – i hope:) Check it out http://www.ikonimages.com.au and please let me know what you think of the new and improved version. BTW – after watching every episode every week I’ve implemented the various ideas on the site to make the user experience easy, directed and clear.
Cheers
September 23rd, 2009 at 6:43 am
Oh yeah one more thing, I gave a webinar to 174 business coaches about 2 months ago regarding my other business ikon Virtual PA and as part of the my marketing must dos I referred everyone to, of course, your program and told them to view all the past episodes. Your information is so clear, to the point and so useful in my businesses. Thanks a million for keeping me sane and on track each week
September 23rd, 2009 at 7:30 am
Hi,
I think Archos should have lot at least 1000 prospective customers after this show. Are they reallying doing business in this current economic situation with this kind policy? I think you should not more time with them.
Good luck Archos team.
September 23rd, 2009 at 7:44 am
I have been in retail before, and in actuality, this is very much the norm for many (And by many, I mean most). It is unfortunate that this is the case this day and age. From also being involved with a manufacturer as well, I’ve gained a bit of insight on why your experience is as it is.
While the unit to replace what you had may cost $175($180) and the drive replacement is $167, there is a bit of a logical concept (Albiet not a ’sane’ one from a customer support point of view). For the $180, you get a mass-produced product in some foreign country which the cost of the labor of assembly of the device is mere cents (or at the upper level a dollar or two). They hire people who do their one thing to the item. They know how to do it well, unless something goes wrong.
Now, when they do the repair, it is generally in-country, and paying some tech $10-$15 an hour (Or more possibly) to rip the thing back apart, evaluate and fix. Now the cost of the hard drive is negligible (They usually have an assortment in bulk pricing), the cost is in the drive replacement labor. Not only are you paying for the replacement drive, but you’re also paying for the labor of other people saying ‘No thanks’ to the repair (It does cost them labor even if they don’t money and the cost of shipping), and also offsetting the cost of in-warranty repairs. Surprisingly, most larger companies actually expect their warranty repair department to be breaking even, or even profitable. In this day and age of high-volume foreign-produced items, it is truly a disposible world.
From my experience, they actually excelled (on average — This isn’t saying much) compared to many other electronics companies. Many charge an ‘evaluation’ fee which comes in one way or another. While your vid did not state so, I assume they were not going to charge you to ship back your device. That’s an added cost per returned unit ($10-$15). As well, I’m assuming at some point they only had option #1 and #3, but someone said somewhere in the chain said ‘hey! To be a little more customer friendly-, let’s offer 15%! We’ll get the good parts from their unit, save $10-$15 on shipping, and still make a couple bucks cash from it too.
Unfortunately, this mindset is not going away within manufacturers for off-warranty repairs. I’ve actually seen a SLIDE in quality of off-warranty service, support, and post-repair warranty (Plenty of companies won’t warrant an off-warranty repair for 2 hours, let alone the 30- or 90-days of times past).
What Archos could have done to improve your process was used the serial number to see when the device was manufactured and offered you warranty based on that (Almost every manufacturer can tell you what month your device was made based on the serial number — Even possibly to the exact time.) Many electronic devices have a very short shelf-life these days and likely at most would have ate 1-2 months of your warranty that way. This is where Archos failed in customer support is by not going the extra mile to perform this aspect. This would cost them cash however and a little more effort (Seconds if it was done correctly).
This day and age, what we ultimately need is a way that a warranty/serial number can be registered as a purchased at the time of purchase. In states with privacy laws like California, the time of sale on the serial number would suffice enough to help companies. Other states where they can request a quick name capture to go with it would be the final step to not only aiding in warranty, but would be usable for theft recoveries too.
To sum it up; Yes, that is terrible customer support these days. But unfortunately, it is the norm now.
September 23rd, 2009 at 8:57 am
How ironic, your featured article story about Alchros lousy customer service, Now coincidentally is placed side by side to exist with MERCHANTS CIRCLE -equally is a company whom similarly I exist having had a lousy customer service experience with,(by my being one of their service providers), so that it winds up thru no fault of my own costing much time, aggravation, costing me hundreds of $ just to cancel their lousy service, and now I find I’m still being phone called daily by automated callers to subscribe to their service(I am on DO NOT CALL LIST). What a bunch of idiots!
September 23rd, 2009 at 9:48 am
QT Download doesnt work, only 200 kB
thanks for the show !!! greaaaat as always
September 23rd, 2009 at 11:27 am
Thanks for all your comments.
Kon,
I took a look at your site, it definitely looks much better, congratulations. Just one observation – it’s not clear when you load the page who the site is for. It could be stock photos for example. So, I suggest adding a USP to clearly state the benefit to the visitor.
btw, thank you for recommending the show to others, I really appreciate it.
Mohan,
I agree with you. What a contrast to the way that Disney handled my dissatisfaction.
Andrew,
It’s sad if this is the norm. You’re explanation is understandable from a logical point of view, and as you said, it also completely neglects the customer. It’s as if the customer is a nuisance that has to be dealt with. Those pesky customers getting in the way of running our business!
Steve,
Thanks for sharing your experience.
Paul,
The QT download is working now, sorry for the inconvenience. I severely reprimanded myself for that mistake
Regards
Andrew
September 23rd, 2009 at 11:46 am
I agree; They punish the customer does get punished for being anything but a buyer. In the race for the bottom, many aspects have suffered. Unfortunately, with the race for the bottom, even if someone shoots to be higher price, they’re still going to get sucked into this aspect. We wouldn’t have tolerated this attitude 20 years ago from American companies. We seem to tolerate it more these days, but again, with the new media outlet, the Internet, the companies should be doubly cautious on what they present or suffer the bad PR far worse than before.
Like you said, it may be the logical point of view to a company; It’s not the correct point of view to maintain your brand.
You know what’s worse though? I betcha someone from Archos in the next while will contact you about this, because you made a stink. It’s a reactive world nowadays; Not proactive.
September 23rd, 2009 at 11:49 am
Wow. Look at my stellar grammar and lack of proofing that time. I hope you got my drift.
September 23rd, 2009 at 12:28 pm
Archos probably repaired someone’s broken unit and sold it to you in the first place which is why it went bad so quick. Those people are idiots.
September 23rd, 2009 at 1:38 pm
I usually love the show… This one I found was very weak, maybe Andrew is just busy with gotbiz.tv Usually his information is engaging and creative.
So we got a story from this manufacturer, which yes, the cost of replacing a part in a product costs almost as much as buying a new one. Simply because the ORIGINAL manufacture has externalized costs. (off short or automated outsourced labour, etc, watch “the story of stuff” for more info) but yes I agree, if you purchase a product and it breaks very soon, and they indeed see that it is in fact broken. It is your property, to get 15% off is a very minor “oopsie” concession on their part. That doesnt mean that they are allowed to steal your property.
The nifty click isnt really that nifty, its hardly a substantial improvement from typing “stone repair, sacremento california” in google. Nothing as good as many of the other nifty clicks. Just seems like someone paid andrew some money to promote this idea.
The ask andrew question was looking for a creative out of the box, unconventional marketing tip to help us get more done. Instead we (I am a membership based business as well) got something we can get from a 1000 other marketing idea, and if she is a personal trainer, she probably does this already. Ask for referrals? That is like standard operating procedure and if she is a good trainer, she is probably getting those clients results, and thus their friends are saying “Where are you working out?” and they are probably more than apt to tell them. Problem is, if you only have a few clients, and they are introverts, and thus not likely to be big word of mouth sources. Wheres the help.
Something unconventional should have been offered. Such as maybe capitalize on the summer months, take your clients out of the studio, get them all t-shirts made (cheap) saying “body sculpt bootcamp” (or something) take them into mall parking lots as a group to run stairs, or in the parks. And have rest periods, previously set up your bootcamp course and put up signs, with station numbers for each excersize, and have phone numbers or website addresses for potential walkers by to see and pick up on. Do runs for charities offering your clients 10% off on their next batch of sessions if they join you. Then your clients can get their friends to donate to your walk team, whichever client gets the most donations gets 4 free sessions. that will get htem talking about their trainer and the good work shes doing for the community. Start a “biggest loser” contest, and go to competing companies for fun corporate challenges. Such as a two accounting firms, or two neighbouring tanning salons, and get them to buy larger group ex classes twice a week at greatly discounted rates and use a portion of the revenues to come up with a prize, including bragging rights, some workout shirts, maybe an iPOD for the biggest loser on the winning team. Get local sponsors such as supplement stores and athletic attire stores to offer coupons and discounts to all the entrants to get them started with workout gear.
Make your own workout diaries with nutritional tips. Like theres HUNDREDS of better ideas that andrew could have said than;
“ask for referrals”
The success story was good, congrats to being inspired. I think that a better idea than finger puppets (or forgetting the prize lol) Would be to start a success stories PAGE, so that people can use them to get inspired, as well as see ways that people took your valuable advice, and converted it into applications to their business. Its multiplying your “Advice” for free since the viewers are submitting marketing tips.
I enjoyed the big marketing lesson, but again, it seemed like it was something your quickly snatched up on the walk to the studio tuesday night. It just seemed “weaker” than your usual highly CREATIVE big marketing lessons, like jetblues all you can fly event. However, its still a helpful tip. For me, someone who tries to constantly find ways to get more memberships in the tanning business, I thought of the idea, to show how much more economical it is to get the membership, by comparing the regular price of pay as you go minutes. (250 minutes for $150) and the potential minutes for membership (365 days times 15 minutes a day since its an unlimited membership. $50/mo x 12 months) or 5,475 minutes for only 600. 4x times the price, but 18x the minutes.
So a weak episode here is still packed full of great lessons! Keep up the good work Andrew, love the show, even though you probably hate my opinion today.
September 23rd, 2009 at 1:44 pm
Andrew, I find Archos’ logic as disastrous as you do. The concept of “you give us the first unit and we sell you another for 15% off” is stunningly abusive. On the other hand, I have so far NEVER experienced fair treatment from any supplier of technological devices other than Apple/Macintosh. Their service to me has always been exemplary. I even had a keyboard two days away from the one-year warranty expiration replaced by the Mac dealer in Prescott, Az, quickly, happily, with good cheer and a free upgrade. Go Mac.
September 24th, 2009 at 12:09 am
This was a good episode! I now know to stay away from Archos, before I lose a lot of money. Great information, discussion and content, plus I love that accent; kept me interesting. I’ll be waiting for more episodes to come out!
September 24th, 2009 at 12:53 am
I like this video. It had a lot of interesting points, I think that customer service should be keep more important like he is saying. I hope customer service gets better and businesses will get more revenue.
September 24th, 2009 at 6:36 am
I thoroughly enjoyed this webisode. How could I have not found your website before this in all of my internet browsing?
Thank you for the warning about this company. Archos is definately not a company that I’ll buy products from now. Their 3 options only benefit the company not their customers.
Tip for the Chrissy, personal trainer: Try offering your services nationally for people vacationing in NYC. I’ll leave the details up to you how to do that.
September 24th, 2009 at 7:43 am
I love this show but it’s progressively turning into just an ad.
September 24th, 2009 at 2:20 pm
it is really good…useful for youngster…me also…great job keep.. it up..
September 24th, 2009 at 6:53 pm
I agree with Andrew that this show was extremely weak regarding content…in all areas. This is the only show I would not forward to a friend and all other shows are great. We all have our off days so Andrew…keep up the good work.
September 25th, 2009 at 8:17 am
I’m with you Andrew, the original Archos unit belongs to you, you paid for it and no mention of “trading it in for a 15% discount” was in the three options. I would have the unit shipped back to me and fix it myself, seeing as I’m an electronics tech. but even if you are not familiar with electronics, replacing a hard drive is relatively easy. They not see any business from me or my friends.
Glynn
September 25th, 2009 at 9:37 am
Enjoyed the video show like always. Thanks for the new material.
September 26th, 2009 at 9:09 am
Andrew,
When it comes to customer service, ALL companies seemt to be staffed by brainless drones. I have had a NIGHTMARE dealing with PayPal – they keep sending me the same, irrelevant copy & paste reply. It’s impossible to get any answers, or to speak to someone in charge.
Have you tried contacting Facebook? Good luck even trying to find a contact form. It’s not there. They do not want you to email them.
It’s a dirty shame! What can we do about this? Start a protest group? A website? Boycott all these companies? What does it take to make them understand?
September 26th, 2009 at 11:54 am
Love your weekly shows. I subscribe to your show in Itunes – and for some reason I was NOT able to get this most recent show? Is there something I have to do differently now that you are on GotBix TV?? Any help you can provide on this would be helpful – I hate to miss even one new show!!
September 26th, 2009 at 4:22 pm
Andrew, I so agree with you….send back the damaged product. It isn’t theirs to keep. Terrible customer service.
Thanks for the Nifty Clicks. I have servicemagic.com on my list to check out, however, my kudos are to your spotlight on how to highlight “what’s inside”. I’m an avid “couponer” and love to see the amount of coupons spotlighted in my Sunday paper. I’ve never thought to use a similar marketing tool to highlight coupons in my scrapbooking newsletter. My customers have said, “Oh, I didn’t get to the coupons….wish I had thought to scroll down. I’m taking your advice to heart and using it in my next newsletter.
Thanks.
Carol
September 26th, 2009 at 7:56 pm
Very informative show. I definitely will never buy from or deal with the arkos company. Customer service is very important and for sure is a part of company marketing. Great show keep up the good work. I have never heard of the show but will begin tuning in i think.
September 26th, 2009 at 8:25 pm
My friend had same story with Archos so he was so angry at them that he just took his old receipt from newegg.com changed name to Archos changed date and sent to them and they gave him a new one.(He also lost receipt same as you).
September 26th, 2009 at 10:25 pm
Andrew,
Great show! It was loaded with very useful information. I was considering buying the ARCHOS 7 internet Media Tablet. Boy, I am glad I watched this first. I definitely do not want to purchase from a company that has this kind of customer service. Thank you so much! I will certainly be a faithful follower of your show.
September 27th, 2009 at 12:25 am
I find this to be soo true! It usually works out when something is broken, you may as well buy new instead of repairing it. They should have given you the discount and let you keep your old player. You are right, they would have just fixed it themselves and made another profit!
September 27th, 2009 at 5:24 am
VERY INFORMATIVE VIDEO FOR HELP MY BUSINESS,I AGREE THAT CUSTOMER SERVICE VERY IMPORTANT AND TO HALP TO GROW THE BUSINESS SHORTLY,IT VERY HELPFUL FOR THE PERSON WHO ARE ALL GOING BUSINESS,THIS VIDEO VERY IS GIFT FOR ME AND I KEEP IN MIND…THANKS
September 27th, 2009 at 9:57 am
FIRST OF ALL, I THINK THE COMPANY’S POLICIES ARE SIMPLY DESIGNED TO PROTECT THEM. WHEN A PRODUCT IS NOT UNDER WARRANTY OR CANNOT BE PROVEN TO BE A PRODUCT UNDER WARRANTY, IT IS BETTER TO TREAT IT AS IF IT IS NOT UNDER WARRANTY BECAUSE IF 80 PEOPLE CALLED THE NEXT DAY CLAIMING THAT THERE WAS A PROBLEM WITH THEIR ARCHOS PRODUCT, AND THEY WERE ALL UNDER WARRANTY BUT COULD NOT PROVE IT, THE COMPANY WOULD LOSE TREMENDOUSLY IF THEY SIMPLY REPLACED EVERYONES PRODUCT.
THE COMPANY’S DECISION TO KEEP THE OLD ARCHOS, I THINK THAT IS JUST RIDICULOUS. YOU PAID FOR THAT DEVICE WHETHER IT IS BROKEN OR FUNCTIONING PROPERLY; IT IS YOUR PROPERTY. I THINK THAT THEY SHOULD ALLOW YOU TO KEEP WHAT IS YOURS AT LEAST WHILE STILL OFFERING YOU THE COURTESY OF A DISCOUNT TOWARDS A NEW PURCHASE. IT IS NOT A LARGE DISCOUNT ANY WAY, BUT IT’S MORE SO A KIND GESTURE OF GOOD CUSTOMER SERVICE SINCE YOU COULD NOT PROVE YOUR WARRANTY STATUS, AND IT IS A WAY OF ENCOURAGING YOU TO PURCHASE AND TO CONTINUE USING THEIR PRODUCT. YOU’RE PROBABLY BETTER OFF RETRIEVING THE BROKEN ONE AND PURCHASING THE MATERIALS YOURSELF TO REPAIR IT ON YOUR OWN, IF YOU KNOW HOW TO.
September 27th, 2009 at 12:38 pm
archos sucks. All companies are there for one purpose lately their money only. No wonder companies are closing. Also most customer service reps are horrible.
September 27th, 2009 at 1:05 pm
Archos is a great example of corporate GREED. Glad you are getting the word out and aren’t purchasing any more of their items! I personally haven’t heard of them, but regardless, will know to never do business with them. Interesting show, I’m going to be a new follower of your show! Thanks!
September 27th, 2009 at 7:25 pm
I’m so glad that I watched your video! I am glad there is someone else out there who feels the same as me! You made many valid points! I don’t think you are being unreasonable at all and I would have a bad taste as well! It doesn’t matter who you are or what position you have you need to use common sense and at least act like you care when dealing with customers!
September 27th, 2009 at 8:27 pm
very interesting video, there is a lot of good information to take from this video.
thanks for sharing this!!
September 27th, 2009 at 11:08 pm
Your video was really interesting and informative. I will be sure to reconsider buying an Archos product, as I don’t want to run into the same situation you did. Thanks for the tips and keep the videos coming!
September 28th, 2009 at 12:03 am
Enjoyed it very much. Easy to listen to, entertainingand informative. Sorry to hear about your experience with Archos.
I went to a major retailer to buy a gift for someone. I knew exactly what I wanted but the clerks were involved in conversation and seemed irritated that I would interrupt them to buy something. I’m sure they will be the first to cry the blues if their store location closes and they lose their job.
The smart business people will go above and beyond in customer service because these days, they will really stand out in the crowd.
September 28th, 2009 at 2:23 am
It was a good reminder to tell us we need to explicitly state the value of our service or product. It’s true we usually assume because we think what we have is a great service that our client will automatically see the value of it when in fact we really need to spell all those advantages out for them.
September 28th, 2009 at 8:45 am
I have had similar problems with companies. It pretty incredible that in these days when companies are trying to get as much business as possible, they would treat telephone customers as badly as this. Andrew has the correct handle on this – every time someone calls in it is an advertizement for the company and will influence the customer and make them decide if to buy more from them.
September 28th, 2009 at 8:52 am
I am sorry for your issues with archos. Possiably had you had a receipt or proof of recent purchase their attitude would have been defferent. Their bad attitude and unfriendly attitude certainly would make me reconsider purchasing their product.
September 28th, 2009 at 9:00 am
That is too bad that you had to deal with the poor customer service with archos, but it reminds me how important it is to me to have that friendly customer service.
September 28th, 2009 at 9:43 am
Archos clearly are not prioritising customer service, and in doing so are ultimately losing out on customer loyalty.
I think that the only kind of organisation that is able to get away with this kind of service and continue to be successful is a company which offers a unique product or service, as otherwise the customers will simply convert to another provider. Names that spring to mind are Sky – the quality of service is often decidedly below par, however there is no other provider of its kind.
Sony has it right, and offers an excellent customer support service, especially in the case of faults. It helps to spread the loyalty of their brand and maintain their place in the market as a leading electronics provider.
It is a lesson for all of us business people wishing to promote a solid brand!
September 28th, 2009 at 10:07 am
Really very interesting vedio
I have learnt what kind of customer service that the customer expects
Sometimes i am unable to hear the words properly from the vedio
Mainly what i like in this vedio is this is an example for every company to always check their customer service
September 28th, 2009 at 10:09 am
I believe that today, many companies only try to sell their product without regard for customers, it is really scandalous that these companies give this kind of guidelines to their phone support. This public denounce is great.
September 28th, 2009 at 11:14 am
It seems like now a days you can not get any good customer service. I have had my troubles with customer service myself and feel your pain. It leaves you feeling helpless and in a state of wondering how people can be so heartless.
September 28th, 2009 at 11:39 am
I really enjoyed watching the video, you are an entertaining person. I empathize with your frustration with the lack of customer service at Archos; I’m sure they won’t be in business for long with that type of (idiodic) service! Keep up the good work; this was educational.
September 28th, 2009 at 11:55 am
Nice job you’ve done on your site – are you having fun with it? It’s interesting and well worth the time to visit.
September 28th, 2009 at 1:45 pm
Unforutnaly arcos customers service seems to be the same as what most customer service has been lately! I personally go out of my way when I have a good customer service experience to get ahold of a supervisor to let them know about a their employee’s great skills!
September 28th, 2009 at 3:05 pm
Once again you have given us great ideas on markekting and on how to look at our buisiness.
September 28th, 2009 at 3:17 pm
I can’t say that I blame the company entirely for your frustration. I do believe the 3 options were absurd but we also must take into consideration how many dishonest customers are out there trying to get something for free. Love the “nifty clicks” section!
September 28th, 2009 at 4:09 pm
The Service Magic Screening Process is a farce. It is no more rigorous than any other lead service or advertising medium. Service magic earns it money from sending leads to contractors. The more contractors the more revenue, Somewhat of a conflict if you ask me. I used them for sometime until they caught on in my service area, then I was competing for jobs against the usual suspects and if some of those guys actually qualified then there must be a fatal flaw in there screening process.
For contractors they are extremely expensive to use as a lead service and for a consumer there is 0 value added as far as I am concerned. You would do just as well with a google search or the local BBB.
September 28th, 2009 at 5:12 pm
I feel your pain! I have had that kind of experience many times with different companies. I just smile and laugh when their sales go down the toilet. I think your advise is right on. You have to give the best service in every facet of your business. Giving poor support to a current customer just takes away any of those “referrals” that you spoke about. This video is so on the money!
September 28th, 2009 at 6:25 pm
This episode is not published in the Feeds.
I use Miro to subscribe and watch your videos but it was not being updated.
Same problem with iTunes, by the way.
Other than that. Excellent show.
September 28th, 2009 at 8:46 pm
When it comes to customer service, some companies should take lessons from Logitech, Amazon.com and Apple! I have had great customer service from all these retailers for years now.
My Logitech mouse which I had bought as a set with a keyboard stopped working, Logitech sent me an entirely new set, not just the mouse and did not even ask for the old one back!
Excellent show with lots of great advice!
September 28th, 2009 at 10:33 pm
Excellent presentation on a subject I have no clue about. Empithized about you customer service nightmare. I will be back for more. Especially liked the explanation about the reasoning behind the Austin papers advertisement regarding there savings.
September 28th, 2009 at 11:39 pm
i have problems like that with companies all the time and it makes me think about just not buying anything at all. i agree it really gets on my nerves also when these companies are being unreasonable.
September 29th, 2009 at 3:04 am
Yea companies just want to make money. Most companies that are support full are already rolling in all the money. Kinda sucks, but what can we do :s
Pretty interesting stuff on marketing.
September 29th, 2009 at 5:56 am
Thanks.
I think that customer service should be keep more important I hope customer service gets better and businesses will get more revenue.Really excellent work that you conducted.
September 29th, 2009 at 7:59 am
Okay, I’m hooked. You are not only personable and easy to listen to, but you also give common sense advice from well designed set. I want to visit your site often and get your advice and tips. We’ve all had to deal with illogical customer service depts. and you found a great way to connect with us.
September 29th, 2009 at 9:36 am
I hate to say this but I’m a receipt fanatic,as I have been screwed too many times for not having one.I think the company should have been a bit more amicable, but,that’s what you get for losing your receipt.You should have been more responsible especially when buying an expensive electronic.
September 29th, 2009 at 10:02 am
Excellent work on keeping my attention on a subject that I know virtually nothing about. The host really kept my attention and helped me sympathize about customer service drama.
September 29th, 2009 at 12:13 pm
I was not going to do this hit until the link caught my eye. I liked this it was friendly and easy to follow, I’m trying to start my own business and always wish there was something like this on.
September 29th, 2009 at 12:29 pm
Great Video andrew was a great presenter and makes me have confidence in starting my own business
September 29th, 2009 at 9:51 pm
Well, yes that ARCHOS deal STINKS.
What stinks even more is that it broke down WITHIN 2 WEEKS.
I won’t buy anything from Archos now not only because of such poor service, but primarily because poor reliability.
October 11th, 2009 at 10:16 am
[...] post: #74 – “Customer Service Collapses, How to Get More Customers … September 23rd, 2009 | Tags: archos, changed-date, friend-had, money, most-customer, newegg, [...]
October 15th, 2009 at 7:32 am
I find it very hard to believe that Archos couldn’t figure out the date the unit was manufactured from the serial number.
December 27th, 2009 at 8:28 am
Hi Andrew, I just wanted to share the idea my local gym is doing to get more customers:
Every member gets 3 tickets to give away to his friends, so they can use it for free for 1 visit. This person needs to fill in all personal data like name, address, email, phone number and agree so they can contact him. Then a few weeks later they send him an invitation for joining in with some special offer. I hope it helps the NY guy.
Regards.