Thoughtful Thursdays – Two very different experiences
Today’s thought was inspired by two customer service experiences with the same business resulting in very different results.
It involved a business that is launching what looks to be a very useful communications product.
Thumbs up: I became aware of the communications product via an email. It looked intriguing and engaged me to the extent that I reached out the business owner to ask a few questions. Response was quick and I was directed to a site where I could sign up to participate in a beta version. I registered and received an auto-reply with information about thanking me with this message: We will be in touch when we have more exciting news to share with you. There was also a link to a social media site where you can follow latest developments. Thumbs up.
Thumbs down: That was a month ago… no exciting news and no social media updates so far. This went from thumbs up to thumbs down in a big hurry and might have been easily avoided. Adding to the loss of confidence was no response to a follow up email I sent.
- Don’t invite people to a participate if you might not be there.
- I get that life happens, and so do most others. Have the courtesy of communicating what is going on, especially if asked.
- Do say what you are going to do – it has a lot of influence on the credibility factor
- In this case it appears the launch strategy was not thoroughly tested – anticipate the “What ifs”.
- Don’t work in your comfortable bubble, ask outsiders for objective feedback and suggestions.
Launching a new product is exciting, do the due diligence to mitigate the small things that can contribute to a fail.
Good selling,
Richard
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