Quote:
Originally Posted by TheSquealer
I think you are misunderstanding. Customers are customers. The questions and concerns may certainly differ from product to product, service to service etc but that has absolutely nothing to do with treating customer service as a very important aspect of success. What concerns or questions exist, has zero to do with the processes and procedures you implement to properly deal with customer service. THAT is what does not change across any industry, product or service
This again is exactly what separate those who strive for and create excellence and those who can only reach mediocrity.
"The key to success"
Every factor is either a key to success or failure. Every factor needs to be fully addressed and managed well. Those who continually strive for excellence treat every factor involved in their success such as customer relationships as life and death. Those who don't, never achieve anything truly great, are never modeled or copied and never remembered for what they built or did and are quickly forgotten.
Who do you think will be remembered in the end? Any one of our sites? Or one of Shaps? That's something to think about.
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Well, to answer the last part first, Shap's will be remembered more than my little operation that's for sure. But that also has MUCH to do with scale. A better question might be:
If Shap and I started at the same exact time, with the same resources (little to none), who would be a bigger success and which company would last longer? I started in 2009 and Shap started ten years earlier. Another question might be: could Shap be as successful as ME if HE started with zero in 2009?
And sorry, it is you who are are not understanding ME (or my responses). I actually agree with you and Shap that Customer Support is important (and nowhere in any of my comments have I contradicted this). In fact, I myself answer every single Member email (not a 3rd party). I am also the one who does ALL communicating with Members (ICQ, emails, newsletters, etc). So I know what Customer Support is and I always (always) go out of my way to help my Members, even extending Memberships as a standard response to any complaint.
My comments are more geared towards company resource allocation. And perhaps I am merging 'Member Area interactivity/updating' with the overall general topic of Customer Support, to whcih I apologize for mixing apples and oranges. Although, in the end, it's all one big fruit basket. LOL