Have you been frustrated when trying to reach a company for support? Did you have trouble finding the email address or phone number? Do you find the wait for a return email way too long? How about phone support? How many menu options do you need to go through before being put on hold hoping to speak with someone in a foreign country (who’s probably reading from a script, rather than listening to your problem)?
It has always seemed a little backwards to me that once you are a customer you become somewhat secondary. In my view, once you are a customer, you become the most important person in the universe. But most companies are happy to have your purchase or subscription and then are on to the next prospect.
For the last 30 years, my customers have been treated as I would want to be treated. Emails are answered within the hour, but customers are encouraged to just call and get their questions answered immediately. When they call, they speak with a real person familiar with the product who has answered every question possible and has a ready answer for any caller that will have them satisfied and back on track in minutes.
Another advantage of using the phone is that the answer to the initial question may lead to others. There is also the possibility that the answer to an email is not understood by the customer. With the phone, the time can be taken to insure that there is communication and understanding before the call is terminated.
It seems that the larger a company gets, the less important the customer becomes and that has always seemed backwards. A company only grows with the satisfaction of it’s customers. Helping them and keeping them happy and productive, whatever the product is, is the best thing any company can do.
I pride myself on the support I offer. I totally enjoy speaking with my customers, answering their questions, and helping them in any way I can with the retail process whether it is about myotbplan.com or not. Their success is my success. Subscribing to myotbplan.com becomes a “no brainer” since your success is insured by our Performance Guarantee and your path to success is cleared and smoothed by our support.