Competing with the Big Guys . . .
One of the joys of being in business for yourself is it’s all yours. You control the creative direction, you get to make key decisions and you get to run the IT department.
What? You don’t have an IT department you say? Uh, check again - it’s you!! Today, the DSL went down and there went 6 hours of my life - I will never get back. Approximately twenty-six transfers later, a near aneurism (mine), and some very unhappy people at the phone company - and all is well with my DSL.
So, what did I learn from today's experience? A) I need to drink less coffee, and B) Big Business is not very good at customer service.
Often clients wishing to launch a new venture worry, “How can I compete with the Big Guys?” If my personal experience is any indication, it is customer service . . .
Your customers are likely speaking to the “expert” and “the decision” maker. While the Big Guys are routing their customers to a call center, most likely in some foreign land. You, on the other hand, are answering your phone (please, answer your phone) and connecting with your clients.
While outsourcing might be good for cost control, it hasn’t been my experience that it’s done much for customer satisfaction. Your clients come to you for a level of service that only a nimble, small business can provide - that’s how you play with the big guys. That's your differentiator!!
It was like spending the afternoon with Lily Tomlin's Ernestine - "One ringy-dingy. Two ringy-dingys. A gracious good morning to you. Have I reached the party to whom I am speaking? Pardon? Customer Service? Oh! (snort, snort), that's so cute! No, we don't do that. Sir, there is no reason for that kind of tone. Sir, perhaps, you've forgotten - we are the telephone company. Hello?"
Final tip of the day - Never argue with the phone company, they always win . . .
What? You don’t have an IT department you say? Uh, check again - it’s you!! Today, the DSL went down and there went 6 hours of my life - I will never get back. Approximately twenty-six transfers later, a near aneurism (mine), and some very unhappy people at the phone company - and all is well with my DSL.
So, what did I learn from today's experience? A) I need to drink less coffee, and B) Big Business is not very good at customer service.
Often clients wishing to launch a new venture worry, “How can I compete with the Big Guys?” If my personal experience is any indication, it is customer service . . .
Your customers are likely speaking to the “expert” and “the decision” maker. While the Big Guys are routing their customers to a call center, most likely in some foreign land. You, on the other hand, are answering your phone (please, answer your phone) and connecting with your clients.
While outsourcing might be good for cost control, it hasn’t been my experience that it’s done much for customer satisfaction. Your clients come to you for a level of service that only a nimble, small business can provide - that’s how you play with the big guys. That's your differentiator!!
It was like spending the afternoon with Lily Tomlin's Ernestine - "One ringy-dingy. Two ringy-dingys. A gracious good morning to you. Have I reached the party to whom I am speaking? Pardon? Customer Service? Oh! (snort, snort), that's so cute! No, we don't do that. Sir, there is no reason for that kind of tone. Sir, perhaps, you've forgotten - we are the telephone company. Hello?"
Final tip of the day - Never argue with the phone company, they always win . . .
posted by Mike Doherty at
5:27 PM
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