Just about everything you sell is a commodity – It’s your Intellectual Capital and Customer Service that will set you apart.
Google Has Great Support!
In my last post I shared a few words on CRM and why I made the move to Infusionsoft. There’s a lot here and I’ve been through a number of training classes, and have a personal coach working through the final steps of conversion.
Part of my conversion involved moving to gmail – and Google Apps…
Yesterday I had the opportunity to contact customer support while connecting my HP Printer to Scan to Email with Google. My experience was exceptional…some things to consider:
1. Simple menus – when I call Time Warner Cable the menu tree goes on forever and the hold times are enormous. In fact, many times I have to leave a message and they call me back. If I’m on the phone when they call, it’s my tough luck. Not with Google; two menu items and a pin number provided to me through my admin console and I’m speaking to someone live.
2. They use Join.Me to access my computer – with permission of course. This gets them right to the problem. During this migration I’ve called Google numerous times and each time they’ve solved the problem quickly by looking at my screen and walking me through the process.
3. Taking responsibility – even when it might not be their issue. My issue yesterday could easily be an HP issue, not Google. But the Google support person never even mentioned pushing me to HP. He did ask if I had HP support – generally that costs a fortune. As soon as he heard that, he pushed on to try several things. He must have spent 30 minutes with me – never hinting at giving up. How many times have you been online with a support person who insists on giving you meaningless projects to go do and get back to them on? He never did this.
4. In the end, I had a work around, but we did not solve the problem. He agreed to look further into this – and asked me to keep him updated on anything I find. Even after hanging up without a complete solution, I was ready to give him 10 out of 10 points on my customer service rating. He was that good.
In today’s commodity product reseller world, customer service might be the only long lasting differentiator…
© 2014, David Stelzl
P.S. Anyone ever tried calling Microsoft for help?