What To Do When Things Go Wrong

Posted on September 30, 2010 by Jodi Kaplan

: Image by Mike Licht, NotionsCapital.com via Flickr

My Internet broke this morning. I called Time Warner. The electronic voice asked what the problem was. I said, “my internet doesn’t work.”

It said, “there are no outages in your area.” The next question? “Do you have access to the Internet?” No!!! I just said that!

Waiting and waiting

Next, I’m on hold for 25 minutes. Oh, and of course, while I wait there are ads trying to sell me digital phone service (sure, so I couldn’t call and complain).

After that someone comes on and asks for my name and address (you have my number, you have my records, why do you need this?).

Pointing fingers

Then they blame Earthlink. I ask, how long until it’s fixed? They don’t know. But they gave me Earthlink’s number (since I couldn’t look it up!).

So I call Earthlink. Which also has an electronic system, one which doesn’t recognize the phrase, “when will my internet work?” So, I say, “my internet doesn’t work.” The electronic voice tells it’s not their fault and to call Time Warner. And gives me the number.

So, I go back to the menu, ask for a human. It makes me wait. And wait. Until finally another electronic voice tells me that they’re having a problem and hope to have it fixed in an hour.

Arghhh!!!! Now that I’ve torn all my hair out (please send Rogaine – or a wig – auburn please)….

The right way

Is this a good way to treat customers? Not really.

Mistakes and problems happen. But it’s your response that makes the difference in how people feel about you. I released a new product to my newsletter subscribers last week (coming soon). There was a problem with one sale; she couldn’t download it and e-mailed me.

Respond quickly and offer help

First thing I did was email her back, saying,

“Well that stinks. Here’s what I’m going to do. Since I don’t want you to have to wait, I’ll upload the file to dropsend (which is a service for emailing large files). This should take a few minutes. You’ll get an email from them once it’s done, with instructions on how to get the file.

Thanks for letting me know. I’m off now to investigate with e-junkie.”

I took care of the upload, sent her the file and went off to straighten things out with e-junkie. My customer got her purchase,was delighted with the quick response, and learned about a new tool (dropsend). And of course now, if there’s another glitch, the file is already uploaded and all I have to do is send it.

Problems happen

Problems and mistakes happen. If there’s a problem (and you know there’s a problem), put that message up first. ‘Hi, we’re having a problem. We hope to get it fixed in 20 minutes. If your service doesn’t come back on, please call us again. Or, press 5 to speak to a person right away. What if Time Warner had done that?

P.S. Speaking of gremlins in the interwebs, yesterday’s survey link got farkled. It’s fixed now. Please take a few minutes to fill it out (it’s quick). Thanks! Here’s the link: <a href=”https://spreadsheets.google.com/viewform?formkey=dEpmVkxrTklQTUJCSXNZRldNOFdpd0E6MA”>Feedback Form</a>

Feedback and Votes!

Posted on September 29, 2010 by Jodi Kaplan

: Image by Theresa Thompson via Flickr

Looking at yesterday’s popular posts, I started looking for a pattern. Couldn’t find one. So, I thought I’d get some feedback on what you’d like to see more (or less) of.

Here’s a quick survey. Please fill it out. It should only take a few minutes. And, it will help me give you more of what you want (and less of what you don’t).

Thanks!

Here’s the link: Feedback Form

How to Be Remarkable

Posted on September 21, 2010 by Jodi Kaplan

Image via Wikipedia

A lot of ink (and pixels) have been used to teach companies the secrets of remarkable marketing. But sometimes, being remarkable isn’t about how you run your Twitter account, or that new ad campaign you’re about to run. Sometimes, it’s something that you never even meant to be public. In this case, it wasn’t even directed at a customer (or likely potential customer).

Remarkable marketing to one person

A little boy in New York wrote a letter to the Mars Company as part of a school project. He wanted the recipe for Twix, his favorite candy bar.

A few months ago, he received a large package from the W. P. & R. S. Mars Company, with a handwritten letter inside. It said,

“Dear Bryce,

Thanks so much for your letter. We are not the Mars Candy Company. We are a Midwestern supplier of industrial equipment. So, I am sorry that we can’t tell you how Twix are made. However, we can send you some. Hope they make it to New York in one piece.”

Inside the box were two extra large size Twix bars, a pizza cutter, and a key chain.

Seems his dad had looked up the wrong address. The industrial Mars company had nothing to gain by sending goodies to a little boy, unless he grows up to open a pizza place.

But, they took the time to respond (with a handwritten note) and send him a present that would make him smile. It was remarkable enough that his dad wrote to the New York Times Metropolitan Diary column to share the story. And remarkable enough that they published it and I’m sharing it here.

What can you do to be remarkable? Or what are you doing that’s worth talking about?

And does anyone have any spare candy bars? This post is making me hungry.

Do you read these blogs?

Posted on August 6, 2010 by Jodi Kaplan

: Image by lyacadajar via Flickr

A collection of blogs that will help you get more traffic, find writing gigs, improve your life as a freelancer, or just make you smile.

Think Traffic – Not enough traffic? Want more? Here are some tips on how to get it.

About Freelance Writing – Need some tips on navigating the world of freelancing? Like where to find writing markets? How to format your manuscript? Anne can help. She also posts freelance writing jobs.

Freelance Folder – Tips on screening your clients, common freelancing mistakes, and upselling (yes, you can!).

The Write Word – Tom Bentley is a dash of John Steinbeck, a heavy dose of Mark Twain, and a gallon of writing magic all his own.

Just for Fun: What’s Your Theme Song?

Posted on July 23, 2010 by Jodi Kaplan

Image via Wikipedia

Shamelessly stealing this idea from The World’s Strongest Librarian. What’s your theme song?

If you were on the Yankees baseball team or a character in a movie, what song should they play when you come to bat (it’s your turn) or you enter the room? Josh picked Night on Bald Mountain from Fantasia.

Mine is Dancing in the Dark by Bruce Springsteen. (I’d embed it, but the code isn’t working. If they don’t want you to embed, say so!).

What’s yours? Something happy? Scary? Mellow? Tell!