POINT STORIES: Solid vs unsolid companies (customer service)Edit

Over 1 month ago I've won in a contest 100 PLN. It's a small sum of money. It doesn't matter (to the article topic), but they've paid for an idea on website development, 50 people ideas were chosen (including me).

I've received about it information & sent (that same minute) all the necessary data (including bank acc. number) [normal thing to do, however they didn't asked for bank account data].

Here I would like to point key differences in the customer service, between company like those & e.g. mine (and how it should be dealt). I know its a "detail", but the last count hugely on your company image & overall customer experience. Avoid to looking at the closest details & your company may be bankrupt in very short period of time.

	ME		"THEM"
PROBLEM	SEND THE CASH to the winner (100 PLN)
HOW TO ACT (& HOW THEY'VE ACTED).	SEND the money (the same minute you receive the reply), directly on the bank account, supplied by the winners (e-mails were attached in this contest). ALL! (+ mark somewhere e-mails, that you've sent already cash for them)	After 2 weeks of announcing the winner I've received an e-mail to send my data, NIP all that stuff, however without bank account number. After 3 next weeks I've received (they've told they're sorry, because they were sick [comment: I don't give a fuck]) and e-mail to print, sign the agreement & fill it, send to X address. I've did that in 1 hour. I've sent it, but they're again sick I was told. Waiting 2 weeks, wrote to them – did they received the letter, the reply was that she hasn't got access to the mail (maybe she would phone somebody who has and check?). I'm waiting. I still, didn't received the money to this day. It was also promised that they would do all the work with the TAX agency (pay & fill tax for me) [my comment: WHY?].
COMMENT	100 PLN isn't such huge price to do all those things, it shouldn't interest you. In huger prizes, e.g. like winning a car, agreement is a necessity.

Personally, I've got psychotic feeling – when it comes to maximizing to the last details, all the aspect of any company I create. It would be shame to make (or rather don't) for me, even if its not as important as the main service – wait, so much time and to create such problems. Here you've got basically the answer why some companies are more successful than others – customer service & PR plays huge role in the whole process of customer experience. Why you think that others refer some companies to others? Yes, because they've received drastically "amazing" customer experience – they were treated as a Kings, as everyone wants to.

Pattern applies to many companies, who work in a not precise, unclear way. Keep it simple stupid & act – do it now (see: POINT STORIES: Sense of Urgency and you're the boss story). Too much complexity is bad, for all.

CONCLUSION(S). DO IT NOW, DO IT FASTEST & BEST WAY. KEEP IT SIMPLE STUPID, ALWAYS. CLIENT DOESN'T GIVE A FUCK ABOUT YOUR PROBLEMS, BUT WHEN YOU'RE UNABLE TO DO SOMETHING – MAKE SURE HE KNOWS & TELL HIM THE EXPLANATION & SAY SORRY AND PROPOSE A SOLUTION THAT YOU WOULD BOTH AGREE ON. Edit

Comment · 1  · 7 months ago