Responding to Dissatisfied Customers

November 14, 2005

Letting the World know you are not perfect is humbling and today I am here to say, I am humbled. I know this may come as a surprise, I am here to say that Pheedo is NOT perfect as pointed out in a post by Kevin Burton who was commenting on a post by Bluemushrooms. Point to one company that is so I can learn how they do it.

I take comments like this seriously and personally as I pointed out in Kevin's blog. We do everything in our power to nip customer concerns in the bud. We did resolve the issue with the client and they were kind enough to mention that.

What is my point?

1. Take care of the customer. Now that everyone has a "voice" in Web 2.0, it is even more important. And remember, we have a blog too where we can tell our side of the story :-)
2. Monitor your company's name using a service like Pubsub so you can catch unhappy comments
3. Respond before it escalates
3. And it is ok to admit you are not perfect (gulp).

Lastly, I am going to apologize ahead of time to those few customers we may not exceed their expectations. You have my word that we will try to do everything we can to provide you with great service but please remember we are only human.

Posted by Bill Flitter on November 14, 2005 5:00 PM
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