• Ordinary = do what you’re supposed to and expected to do.
• Extra = Surprise and Delight! (On top of doing what you’re supposed to and expected to!)

Now I’d like to surprise and delight you!

Please enjoy the video lesson on how to surprise and delight!

Please join the conversation – what do you presently do to surprise and delight your customer?  (Extra points if it involves music!)

Good by Mr. Wagoner, best wishes in your retirement. Good luck President Obama, I hope your patient survives!

I was feeling nostalgic for the good ole days with GM, and came across a video of Johnny Cash singing “One Piece at a Time”, about building his own custom GM, one piece at a time!  He went to work at a GM factory and snuck parts out, in his lunchbox and in his buddy’s RV.  If you’re nostalgic for the good ole days, and want to hear the song, and see a great slideshow on vintage cars and trailers, here’s the link:  Vintage Trailers.  Watch closely, the creator has done a fabulous job matching the expressions on the faces of the people in the slides to the lyrics in the song, it’s a great tribute to GM in days gone by!  Let’s hope GM will survive to continue the legacy that my Grandfather and many others like him started!  (More about GM’s current troubles.)

Technorati Tags:GM Customer Service, GM Song, Funny GM

Dear Valued Partners: At this busy time of year for all of us, we wanted to take a moment to update you with some important information on how LinkShare is prepared to handle the expected increase in transaction volume in November and December.Over the past several months we have experienced intermittent challenges with the performance and presentation of data in our reporting systems. First, we want to say thank you for your patience and your understanding as we have worked through these issues. Second, we want to emphasize that our core capability to capture and track clicks and transactions continues to be the most robust and precise in the industry.We are happy to report that we have made great strides in all areas. Here is a summary of our current progress:

Account Access
We recently identified and resolved a database problem that was preventing user access to our systems during peak usage times. Since implementing and monitoring this fix last week, we are confident that prolonged, unannounced downtimes are unlikely.
Data Quality
The intermittent downtime we were experiencing contributed in many cases to inconsistent data in our reporting systems. The interruption in sequence and flow of data from the main database (MainDB) to our reporting servers created a lag in the system’s ability to present the most up-to-date information. Now that data access issues have been resolved many of the reporting issues will also be resolved.

However, there are currently some infrequent, yet persistent inconsistencies in the data in SynergyAnalytics that we are investigating. We are also improving the performance of Traditional Reporting and working to resolve remaining data inconsistencies. We expect to make swift progress in these areas in the coming weeks.

Investing in the Future
Over the last 10 months, we’ve made significant investments in our systems. We have replaced our data center networks, reinforced our database systems, upgraded our ad and click servers, assigned additional servers to existing services to allow for increased capacity and automated fail-over, and installed a new software system to monitor and report on performance. These investments have prepared us to handle not only the additional load we expect in November and December, but well into the future.

In our effort to be as transparent as possible, we want to make you aware of some upcoming scheduled maintenance windows over the next few weeks:

Thursday, October 23, 2008 5:00pm – 9:00pm EDT (GMT-4) -Regularly scheduled software release.

Thursday, November 6, 2008 5:00pm – 8:00pm EST (GMT-5) -The last scheduled software release of the year.

On behalf of the entire team at LinkShare, we truly appreciate your business and your patience. We look forward to building even stronger partnerships and wish you strong sales during the 2008 holiday season.

Sincerely,
Jonathan Levine
Co-President
Yaz Iida
Co-President

Here’s a message that filled my screen today when I logged onto my Wells Fargo account.

To Our Customers,

The dramatic changes taking place in the financial services industry and economy these days are historic in scope and proportion. And as you may know, Wells Fargo & Company and Wachovia Corporation have agreed to merge and create the nation’s premier coast-to-coast community banking presence.

You may be asking yourself, “What does this mean for me as a Wells Fargo customer?”

The answer simply is – it’s business as usual. That’s because perhaps never before in our company’s 156-year history has Wells Fargo enjoyed a greater reputation for strength, security, financial discipline, and doing what’s right for the customer than it does today.

You trust us with your business. You continue to give us even more of it. We’re attracting more customers and earning more business from our current customers like you because many of our customers rave about us to their families, friends and business associates. We’re known and admired for our conservative financial services approach and time-tested business model, and it succeeds because you trust us to do what’s right for you, the customer.

We still focus, as always, on what got us here – building lifelong relationships with our customers and communities. Our team works hard to know you, understand your complete financial picture, listen to you, provide you value and reward you for doing even more business with us. We put you at the center of everything we do. And we work together to decide locally how we can help support the communities in which you – and we – live and work.

Thank you for entrusting us with your business!

John Stumpf
President and CEO

October 2008

I had a tricky problem a while back, and I was very glad that eBay has a good Customer Service Department! I listed a diamond engagement – wedding band set for a family member. (One of those relationships gone south things…) I went to a lot of trouble to photograph the ring, brought it around to local jewelry shops to get an idea of the type of diamond, size, condition, type of setting, etc. I knew going in, after my research, that the style of the cut of the diamond was out of style, and the current sales prices on eBay were low. My family member wanted me to try for a high price anyway, and so we launched the listing on eBay. To my amazement, it sold! Wow! And we got an email from PayPal saying the item had sold, and the payment had been received! Very exciting! When I saw the address to ship it I was hesitant to ship the diamond. (It was Nigeria.) I told my family member, and she said since I’d been paid, I should ship it. Something still didn’t seem right! My son (out of the mouths of babes!) suggested we look in the bank account to see if the money actually was there! So we logged onto PayPal, and no money! Big goose egg! Nada! Zip! Keine! We laughed till we cried – we’d been scammed AND Phished! I tell you that PayPal email looked GOOD!

So I logged onto ebay and went to the live chat box, and explained to them what had happened. They took it seriously right away, and transferred my chat to the ebay accounting chat line, and they looked up all the information right away. They told me that I had been a victim of fraud, and that they would transfer my chat to the securities and fraud division of eBay, which they did. When the securities and fraud division came into the chat they asked me if I was near the telephone that I had listed on my eBay application, and I said yes, that I was at home, and that was the telephone number that I had listed. They also asked me if I was on a dial up connection, as they were going to call me to verify they were really talking to me. I said no problem, give me a call, I’m on a separate computer line. They called me and verified it was me. They they cancelled the transaction, and returned the listing fee and final value fee. The only thing I was out was time, about an hour at this point.

We relisted the diamond and the same scammer thief “bought” it again! He had opened another eBay account, incrementing the number by 1. I knew right what to do (rinse and repeat…) and did it! Again scam emails saying ship the item to Nigeria, and spoof emails from “PayPal”. What a bummer. Believe it or not this happened a third time with scam emails and spoof PayPay emails, this time to ship it to Spain! Needless to say, we decided to sell the diamond ring to a local diamond wholesaler and be done with it!

Back to the eBay customer service…. excellent! They pulled me out of the fire three times! And it didn’t cost me a cent. All listing fees and final value fees were refunded immediately, and no negative feedback was incurred, because they immediately cancelled the scammer’s account. Good job eBay Customer Service!

Have you had any experience with eBay Customer Service? Good? Bad? Indifferent? What do you think? Join the conversation!

I went down the block, and searched out a small local restaurant, and was glad I did!  For about the same price I enjoyed some really nice food in a pleasant atmosphere.  They were also crowded, but they were staffed for it, and it wasn’t a problem.  They were also super clean, and the restroom was working and clean.  (Not a lovely sight, but functional and clean…) 

I couldn’t get the horror out of my mind, like watching a bad car wreck, I went back to (no name given) to see if the situation was fixed.  Although this was one hour later, I was shocked to see that the mess in the parking lot was still there!  I was trying to figure out what had caused the problem in the restroom, and was thinking it was one of those restrooms that doesn’t use paper towels, so they don’t have a trash can.  (Bad idea in a restroom – you ALWAYS need a trash can!)  But no, that wasn’t the case – they had 2 small trash cans that should have been ok had they been serviced frequently.  So really no clue why all the toilet paper was on the floor.  I’ve seen that before, and never have understood it!  (Toilet paper goes in the toilet – right?)  Anyway, this time things were better, the floor was swept up and the trash cans emptied.  I ran into a lady with a large trash can that was cleaning the restaurant and told her quietly that there was also a huge trash problem in the parking lot.  She didn’t understand english, but I was able to tell her (hopefully!) hay mucho basura y es muy malo – lot’s of trash – very bad – and I pointed to the parking lot and made a yucky face.  I’m pretty sure she got the message and thanked me for the info.  (You can’t help picking up a bit of handy spanish in southern California!  Basura is the bilingual label on every trash can!)

On my way out I snapped a couple of pictures of the amazingly bad customer service example at the front door.  Nothing says bad customer service like a filthy restroom and overflowing trash cans!  I’m not posting the picture because you can clearly tell which fast food restaurant I’m talking about by the branded overflowing trash can!  Hint Hint Hint – when you brand yourself try to do it in a good way!  Rest assured that the picture will be forwarded to the health dept and the corporate office for the chain – there’s no excuse for filth!

What do YOU think about this example of bad customer service?  Has something like this happened to you?  Would you like to do business with a company that treats you so badly?  What’s more important to you – clean environment and wait 1 extra minute – or wallow in filth and get out quickly?  Do you make any assumptions about the cleanliness of a restaurant kitchen based on the parking lot and the bathroom?  After all – those are the parts that WE CAN SEE!  What about the parts we CAN’T SEE???   Please dive into the discussion – and don’t forget to wash your hands after reading this filthy post!!!

Read more about Good Customer Service.

• “Further reductions in truck capacity, and related components, stamping and powertrain capacity”
• “Reducing and consolidating U.S. sales and marketing budgets”
• “Reducing U.S. and Canadian salaried personnel costs”
• “Beginning in 2009, eliminating health care coverage for U.S. salaried retirees over 65, offset partially by a pension increase”
• “Limiting our corporate capital expenditures”

And the bad news continued, with this wrap-up;

“We have a solid position in the rapidly growing emerging markets around the globe, a commitment to technology leadership, and an ever stronger and more competitive product line-up.”

Although this letter filled the page top to bottom with business school MBA style writing, I couldn’t find a mention of their customer anywhere. Granted, the letter was to me, an investor, but how could there be anything to invest in without me, the customer?

If I was sending out this letter I would have added a sentence or two about continuing a strong commitment to customer satisfaction, to ensure maintaining market share… Without the customers, the company would not exist! What is it that the customer wants and needs? It’s certainly not a car! It’s transportation!

Since their letter spoke of a U.S. market downturn, how can General Motors make this a positive marketing position? (I was going to say if you’ve got lemons make lemonade, but nobody wants to hear about lemons and cars in the same breath!) How quickly can GM respond to changing customer needs? Customers are like flocks of birds, flying together in formation without any one leader, responding to weather and air currents, changing directions rapidly and keeping formation.

What does a market downturn mean? It certainly does NOT mean we need less transportation! It may even mean we need MORE transportation! If jobs become fewer and FURTHER APART (hint! hint!) we may need to travel MORE! Cars wear out, children grow up and need their first car, we’re not going to STOP buying cars! But what WILL we do? THAT’s the question that GM needs to be asking! Not what they can do to continue being a great big dominating car manufacturer that is now looking for new markets across the world!

Hey! Don’t abandon us! We’re your bread and butter!!! What do we need? How can you provide the customer service, GM, that we need to keep our transportation needs afloat? Don’t forget you’re in a RELATIONSHIP with your customers! We are only going to be satisfied if our expectations are met. So that’s your job – finding out what our expectations are, which may change on a dime, and then meeting and exceeding our expectations.

If there’s an economic downturn, how about doing a fantastic job with your used car sales lot? Every dealer has one! Don’t abandon your dealers! Who’ll sell cars for you when times are good if you don’t support your dealers now? Build a relationship with each customer that buys a cheap ugly low profit used car now, and they will come back to buy the gleaming shiny expensive toy when money becomes available! Good Customer Service is the key to repeat business! Here’s an idea that is so very obvious that I can’t believe there’s not one word in your letter….. Design a model specifically with ECONOMIC UPTURN in its’ name! Corner the market on cheap reliable simple gas conserving cars! Get silly with it! Cut every corner, make only one color available, only roll-up windows, no keyless locks, adjust your mirror the old fashioned way, by pulling it in! Hey – just stick a luggage rack on top and don’t even bother with a trunk! Get the price to the absolute bare minimum and make a NEW loyal customer base!!! Remember the 1969 volkswagon bug? You can be the new car for the masses!!! Make every eensie teensie part here in the good ole USA, and be a part of the economic UPTURN!!! Shout if from the rooftops! Make your message one of hope – not gloom. Your letter reads like this: We’re going to do a bunch of mean stuff and try to stay alive so we can make some money. Is THAT the message you WANT to send???? How about sending this message instead – We’re a great big powerful company that senses we have the resources to help the masses turn this economy around – we’re going to give you the economic transportation you need to keep afloat and keep moving! Bravo! There’s a challenge! Guess I have GM Customer Service in the blood, Grandpa!

What do YOU think? What can General Motors do to turn on a dime and send a message of hope, and secure customer satisfaction? You’re invited to join the customer service conversation!

When I reflect on the simple aspects of customer service, it boils down to understanding the customer, and predicting their expectations. Meeting or exceeding their expectations is the goal to retaining customers. And how is that achieved? Here’s an example of a mission statement that I copied from a framed display in my dentist’s office:

“The mission of our office is to serve our patients and each other faithfully, as God would have us. To treat everyone with respect, kindness, compassion, friendship and deliver the most comprehensive and up to date dental treatment deemed appropriate for each individual with integrity and care.”

My expectations are always exceeded when I visit my dentist. Twice a year I have my teeth cleaned and inspected, and I always feel like I’m the most important person in the office. It’s a relaxed, peaceful, clean environment. I’m always treated well, and I like going there. Why? Because these kind people have made a purpose statement which they live by. They are there to serve their customers. Coincidentally we pay well for this good treatment, and the staff is in turn paid well. This is an office that doesn’t have staff turnover, and rarely is able to accept new patients. Does it say anywhere in the mission statement that the purpose of the office is to generate revenue for the dentist and his staff so that they may live well? No, but by treating the customers well, that is the result. Good old fashioned customer service leads to good old fashioned customer satisfaction!

What are your thoughts on the relationship of customer service and customer satisfaction? You’re invited to join in the conversation!