Comments on: #74 – “Customer Service Collapses, How to Get More Customers Without Advertising, and a BIG Marketing Lesson from the Austin American Statesman Newspaper”

By: Tomasz

Tomasz — Sun, 27 Dec 2009 15:28:37 +0000

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.

By: Howard Rothstein

Howard Rothstein — Thu, 15 Oct 2009 13:32:39 +0000

I find it very hard to believe that Archos couldn’t figure out the date the unit was manufactured from the serial number.

By: #74 – “Customer Service Collapses, How to Get More Customers … | Newegg.com Sucks

Sun, 11 Oct 2009 16:16:10 +0000

[...] post: #74 – “Customer Service Collapses, How to Get More Customers … September 23rd, 2009 | Tags: archos, changed-date, friend-had, money, most-customer, newegg, [...]

By: Hermann Strijewski

Hermann Strijewski — Wed, 30 Sep 2009 03:51:51 +0000

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.

By: brandon Street

brandon Street — Tue, 29 Sep 2009 18:29:13 +0000

Great Video andrew was a great presenter and makes me have confidence in starting my own business

By: Adam Harling

Adam Harling — Tue, 29 Sep 2009 18:13:05 +0000

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.

By: Angelique

Angelique — Tue, 29 Sep 2009 16:02:56 +0000

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.

By: Larry

Larry — Tue, 29 Sep 2009 15:36:51 +0000

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.

By: Jeanne Palmer

Jeanne Palmer — Tue, 29 Sep 2009 13:59:11 +0000

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.

By: b

Tue, 29 Sep 2009 11:56:00 +0000

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.

By: Greg

Greg — Tue, 29 Sep 2009 09:04:21 +0000

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.

By: megan

megan — Tue, 29 Sep 2009 05:39:55 +0000

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.

By: Zane A Cooper

Zane A Cooper — Tue, 29 Sep 2009 04:33:48 +0000

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.

By: Latoya Jones

Latoya Jones — Tue, 29 Sep 2009 02:46:53 +0000

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!

By: Josep

Josep — Tue, 29 Sep 2009 00:25:01 +0000

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.

By: Patrick Phillips

Patrick Phillips — Mon, 28 Sep 2009 23:12:04 +0000

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!

By: Mark C. Loukedis

Mark C. Loukedis — Mon, 28 Sep 2009 22:09:37 +0000

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.

By: Collin Miller

Collin Miller — Mon, 28 Sep 2009 21:17:20 +0000

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!

By: Jennifer Ward

Jennifer Ward — Mon, 28 Sep 2009 21:05:11 +0000

Once again you have given us great ideas on markekting and on how to look at our buisiness.

By: sarah Kovacic

sarah Kovacic — Mon, 28 Sep 2009 19:45:04 +0000

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!

By: Phillip

Phillip — Mon, 28 Sep 2009 17:55:35 +0000

Nice job you’ve done on your site – are you having fun with it? It’s interesting and well worth the time to visit.

By: Karen Schudy

Karen Schudy — Mon, 28 Sep 2009 17:39:40 +0000

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.

By: Paul

Paul — Mon, 28 Sep 2009 17:14:32 +0000

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.

By: Jose Roberto Arevalo

Jose Roberto Arevalo — Mon, 28 Sep 2009 16:09:38 +0000

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.

By: bharathi

bharathi — Mon, 28 Sep 2009 16:07:05 +0000

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

By: Alice Overton

Alice Overton — Mon, 28 Sep 2009 15:43:15 +0000

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!

By: Aaron Clapp

Aaron Clapp — Mon, 28 Sep 2009 15:00:32 +0000

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.

By: diane howells

diane howells — Mon, 28 Sep 2009 14:52:24 +0000

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.

By: Paul Wrightson

Paul Wrightson — Mon, 28 Sep 2009 14:45:26 +0000

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.

By: cw

cw — Mon, 28 Sep 2009 08:23:55 +0000

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.