Exceptional Business Service Awards – Pay It Forward

Maybe it’s the holiday season, or maybe it’s just the rare sense of appreciation I felt when I noticed the missing number on the monthly invoice. An epiphany even! This company actually wanted, appreciated, and knew how to retain my business.

Moments earlier, after wrestling with a 300 pound Sumo telephone menu system, and after too many wasted minutes waiting to speak to a “representative”, my final conclusion was that I really needed to find a more responsive insurance company.

Consumers waste millions of hours annually punching numbers into keypads, just hoping for the opportunity to scream “representative” at the top of their lungs out of terminal frustration. Yes Virginia, the last thing most companies want you to do is actually speak to a person.

If I were really cynical, I might even theorize that the larger companies purposely place their dullest, rudest, and most aggravating employees in their service departments. Companies that once had golden reputations now resort to nickel-and-dime service fees that they hide fraudulently on their statements, unfair late-charge practices, and exorbitant credit card interest rates.

Someday I hope to call a major company and speak to a real live person with the ability to get me to the person I need to speak to, without ever listening to a menu.

So let’s all take a minute to show our appreciation to those businesses and professionals out there who don’t torture us with telephone menus and rude employees. Let’s give a firm pat-on-the-back, a written standing ovation, if you will, to those we have done business with lately who remember what fair, and personalized service is all about.

Please, limit your praise to those you deal with infrequently, where you are not the big customer. And, if you can use services provided by the two companies I mention below, please do so. If we all take the time to find the merchants, professionals, service providers, and general good guys in business out there— well maybe, we’ll convince some of the others to get their heads back on straight.

Vision Payroll (VisionPayroll.com) is located in Leominster, MA and I forgive their employees for being Red Sox fans. I have no clue how big or small they are, but a friendly and helpful human being answers the phone whenever I call.

Yesterday I realized that my payroll package had not arrived on time (maybe the first time in the four or five years of our relationship). I called; they investigated. They called, took the blame for what was probably a misunderstanding from a conversation a week earlier, and overnighted packages to three locations for an on time, no problem, payday.

I am perhaps their smallest client, but they charged me not for anything— nadda. Not a lot of money, but it took a wealth of business character.

ImprovementsCatalogue.com is an Internet Marketing Company located in West Chester, Ohio. Yes, they have a telephone menu, but in the height of the Holiday Season, when our brand new “pop-up” lighted Christmas tree was flawed out-of-the-box, they were mounted on their white horse, ready to save the day for the grandchildren.

One section of lights wasn’t working, and we certainly could have dealt with it.

With a wink of an eye and one little phone call, the real live elf at the end of the line arranged for pick up and delivery (still at the sale price of yore). Our living room was seasonally aglow again in three business days— shipping and handling included.

Let’s all try to spread the idea that smart business practices and true personal service are valuable. Businesses like these deserve recognition— and our patronage. Think about it. Most of the companies you deal with really tick you off— don’t they.

Customer Segmentation Needn’t Create Poor Customer Service

A popular way to segment customers is by revenue or profit generated, with “A-list” customers receiving more perks and personal service than “lower” categories. There are right and wrong ways to do this.

Doing it right means cultivating customers so they all feel appreciated, by developing or improving products to meet each customer segments’ needs. Result: pleased customers and higher profit.

Doing it wrong creates risk of sub-standard service for “unimportant” customers, making them feel unappreciated and resentful. Result: missed profit opportunities and disgruntled customers.

Brand Image

When deciding how to service each customer segment, remember that every point of contact with a customer reflects on the brand, regardless of customer “importance.” Over time, this has an impact on brand image and company reputation.

With the Internet so prevalent today, each individual has more power to voice his/her opinion than in times past, which directly impacts brand image and goodwill associated with the name. Each mistreated customer has the means to tell the world of her/his experience on Web sites that allow reviews (such as bizrate.com and Amazon.com) and online discussion forums.

An Example of Bad Service From the Customer Viewpoint

The way each of my credit card issuers treats me is a prime example. I always pay my bill in full (often early) and belong to the “cash back” rebate programs, so I imagine I’m in a similar customer segment for each and would expect to be treated similarly by these three competitors.

Not the case. Two of the companies make me feel like a valued customer. The third made me feel so unappreciated I closed the account. How the three companies handle “suspicious” activity on my account demonstrates the varying degrees of service:

– Discover card has a fraud specialist (or customer service representative) call me in person to ask that I review recent transactions with her/him.

– Citibank’s computer calls me with an alert, asking that I call a number or go online to verify transactions through a computerized process.

– Advanta locks the account and sends a letter informing me they have done so. In my experience, the letter arrived a week after the incident and I was not notified by telephone (I called them when the “offending” vendor notified me of the decline). I asked customer service to allow future charges from that vendor, but they could not do so. Presumably, this meant an account freeze each time my authorized vendor attempted to process a legitimate charge.

All three of my card companies require that I take some sort of action to verify suspicious charges, which is to be expected. The approach, however, leaves a very different impression. Citibank and Discover both apologize for the inconvenience of transaction verifications and — while I have to go through an extra step with Citibank — both fall within my subjective definition of quality customer service. Advanta, however, does not apologize for the hardships of declined transactions and a frozen account.

To be fair, I do not know that my negative experience would have been handled differently if I were in a more profitably customer segment. It could have been result of badly trained customer service representatives, or perhaps this is standard procedure on all accounts.

Tips for Segmenting Customers Without Sacrificing Service

Customer segmentation is a good thing. It helps you recognize how customers are different and it should draw your attention to needs of different segments, prompting you to better meet those needs. Some ideas on successful segmentation:

– Segment by need rather than profit or revenue. A low-profit customer today could be high-profit tomorrow if you offer products and services that fill her/his needs.

– Look for ways some customer segments can effectively be more “self-service,” which cuts costs for the company while meeting customer service needs.

– Build in ways to create exceptions in automated customer service processes, so as not to alienate those with special situations (in my example, by allowing a way to preauthorize account activity).

– If offering promotions, rewards, or other incentives to some segments but not others, “spell it out” for customer service representatives and structure your Web site and promotional mailings accordingly. By taking steps to assure customers receive consistent information across all channels of communication, you avoid customers being exposed to offers for which they do not qualify.

Advantages Of Outsourcing Website Design Services For Your Business

We need to discuss certain imperative steps associated with website design which could be worthwhile for you. Web design services are heralding a significant role within the web marketing sphere, as an imaginative and striking website is capable of attracting a greater number of visitors.

Thus, website design is consequential for online business. It is but obvious that people would wish to increase their business globally, and if you are desirous of enhancing your business on a universal level, it is imperative to have an eye-catching website which would be more capable of attracting a grater number of visitors. Reputed websites have a single thing in common, other than rendering qualitative products and services; they have a compelling plus user-friendly websites. For this purpose, it is essential to opt for a creative web design firm.

Constructing a website can be quite a monotonous and wearisome task, and this is even more so if you are not a proficient web designer. This is primarily the reason why it is becoming more prominent to outsource your website requirements, to a skilled and educated designer. There are certain things for which you should be equipped, as you are outsourcing your website design. A famous website designing company can comprehend the precise requirement of the user and based on it, they render the total website design solution which can assist in generating additional revenue for your online business.

In this day and age, outsourcing web site design has created quit a buzz on the internet. From the small to large-scale organizations, all the people are now outsourcing their web design services, to a Web Development company. There are certain reasons as to why this is deemed as favorable.

Value of web sites design
Extremely capable talent pool
Access to better-quality technical ability
High-quality infrastructure
Risk sharing
Scalability
It is less time-consuming
Earlier execution time-holding fast to deadlines
Expand competitive benefit
You can get your money’s worth

Outsourcing is valuable for those people who are aware of the value of time. In the sphere of outsource web designing, there are specialized web designers who cater to the requirements of either an entity or a company, on the basis of their business needs. Outsource web design services guarantees a plethora of web services such as e-commerce website, flash animation web site design and the like. Thus, it is always advantageous to outsource work connected with web design services to India as you can be assured of inexpensive as well as ideal output.

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