With rare exceptions, computer related problems are not unique. Whether it be hardware, or operating system, or applications, or peripherals, if one person has a problem someone else also has the same problem. Even if it is user error. The trouble is, many people are reluctant to make waves. Either they don't think that the problem can be fixed and they see no reason to put themselves to the trouble, or they simply give up right away and try something else. Most casual end users will not sit and hammer away at a recalcitrant piece of code or hardware. They will snarl and toss it into the trash.
When this happens you end up with diminishing user base, and a dropping rate of repeat business. All without knowing why. This is where monitoring your customer service records becomes critical. If a complaint comes in, pay attention no matter what it is. User errors are common. But many users make the same errors so maybe you should adjust the interface, or update the manual. No matter what the complaint, you can be certain that if one person has a problem with something then there are others who don't think it is worth the pain to complain. If you forget this, you can be left dangling with dropping profit margins and a bad reputation, all without ever knowing why.
You may never get to see beyond the tip of the iceberg. But the iceberg is always there, believe it.
Principle #4: This is the hardest one sometimes. You have
to realize, and internalize, the fact that the customer does not owe you
anything at all. Not even courtesy. They paid your company money in
return for something. Either they bought a product, or they hired a service. If
they believe that they (the customer) did not receive good value for their
money, then it is your responsibility to make it right. No matter what it takes.
This is hard to keep in mind while you are being cussed at by some fool, but in
all justice if they paid money and did not get what they paid for, then
THEY are the ones who got screwed. If you (meaning your company)
took their money then it is your responsibility to see that they get good value.
Even when you want to strangle them and dump the body in some vacant lot. They
are the injured party, not you.
IT people have an attitude. No sense in denying it, the average geek is smart and well aware of that fact. The average geek is good at what they do and well aware of that fact also. And the average geek is very protective of "their" handiwork. Most programmers I have known act like you have attacked their firstborn when you make a remark critical of their code.
Fine, be proud of your work. But recognize that other people's money is just as important to them as your money is to you. Complaining about your work is not the same thing as making a personal attack on your flesh and blood. It may feel that way, but it is not. Remember that the customer does not know you or care to know you. All they know is that somehow their money is gone and they still don't have what they expected.
Maybe their expectations were unreasonable. So what? Maybe they just don't understand something. So what? They are the ones who parted with money. They are the ones who need to be placated. Once you take their money, the responsibilty for making sure that good value is returned cannot be escaped. A refund is the last resort. A refund says that you cannot, or will not fix the problem and you are giving up. This will percolate through the customers friends and family, and soon you have a small crowd of peopel who are convinced that you are substandard.
It isn't actually necessary to win this fight. All you have to do is to convince, and make the customer truly believe, that you are honestly trying to do your best for them. People will forgive much if they are sure that you are acting in good faith. Many times when people are complaining they don't really expect the problem to be fixed. They just feel impelled to vent. If you can fix the problem, then great. That is a bonus. But the one thing you absolutely must do, the one critical thing that you must do, is convince the customer that they are important to you, they matter to you, and you are going to go to the absolute limit to do your very best for them.
If you can accomlpish that, you have a loyal customer. If you can't accomplish that, kiss your paycheck goodbye.
- "Grasp The Concept, Page 1"
- "Grasp The Concept, Page 2"
- "Grasp The Concept, Page 3"
