Actually, I disagree with your example. You let your customer down, not Qwest. Did you route them out your secondary transit? If you didn;t have one, thats not the customer's faught. Did you let him know that you are trying to contact Quest yourself to get more information on an ETA, and influence a work around? Did he feel you were in control of the situation? Or did you leave him to fend for himself, even though you were the expert on the technology?
Sending the message, "oh well, its down, not my problem, let all my own customers suffer, so what" is not taking care of your clients. If you had communicated with your client making him feel like you were working towards defending his interests, he never would have took action into his own hands and called Qwest directly to investigate further, and get false answers. So yes, Customers can be irrational, often unfair and unforgiving, but if you want to keep your clients its up to you to deal with it and take care of them. Who's faught it is, is irrelevent. Customer Service is about taking care of the customer. I just lost a customer 2 weeks ago. Power went out AGAIN! It keeps blowing breakers on electrical panels not under my controll or access. I can put UPSes there all day, but that does no good if breakers turn off upstream of my electrical Demarc. But DSL, CABLE, and Cellular EVDO didn't go out every time the property had power failures. It was my faught that I designed a business install to be behind an electric breaker that was outside my control to manage. If I did my job and took care of the client, I would have called the power company or property management and redesign an alternate solution, after the first couple of times the power went out. But I didn't. Yes, I lost the client, and yes, it was my fault. Blaiming it on the Power Company didn't work for long. Just keeping it real. Tom DeReggi RapidDSL & Wireless, Inc IntAirNet- Fixed Wireless Broadband ----- Original Message ----- From: "Ryan Ghering" <[email protected]> To: "WISPA General List" <[email protected]> Sent: Friday, July 31, 2009 10:22 AM Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? > Yesterday, we had a long term upstream outage. Someone in Qwest killed our > ATM upstream and somehow we were getting crosstalk to another ATM PVC. > (Don't ask nobody can tell me how this was done). > > In the mean time customers are calling us screaming that they need their > net. Our staff politely informs them all day long that this isn't a issue > with us, its upstream. Some customers accept that and move on for the day. > > However the kicker!! One of our customers which is a dedicated 3 meg calls > up and asks, "Are you down" I say yes at this time the internet is down > due > to a problem with qwest in Denver. The customer says "ok, do you have an > ETA?" I tell him no not at this time the problem is with qwest not with > us. > Customer says "ok thanks" and hangs up. > > Not 20 minutes later I get a phone call from the customer, he's mad as > hell > and spitting nails. I only caught about 1/2 of what he had said. But it > sounded like. "Your a damn lier, I call qwest, they have NO issues > anywhere. > I want my ****** Net or you can kiss my account goodbye a**hole.." > > Then he hangs up. ( mind you this is a business customer ) > > I call him back about an hour later and he says he's canceled. And will > get > service from somewhere else. > > How can this be? How was this my fault? > > Customers are irrational and stupid.. Agreed. lol.... > > > Ryan > > On Fri, Jul 31, 2009 at 1:58 AM, Marlon K. Schafer > <[email protected]>wrote: > >> roflol >> >> Rick this is a GOOD thing.... Your customers call you for all problems >> because YOU WILL ANSWER THE PHONE!!!!!! >> >> Sometimes great service levels suck. lol >> marlon >> >> ----- Original Message ----- >> From: "Rick Kunze" <[email protected]> >> To: "WISPA General List" <[email protected]> >> Sent: Wednesday, July 29, 2009 5:40 PM >> Subject: [WISPA] Are customers increasingly clueless? Or is it >> gettingbetter? >> >> >> > Customer calls just now. They ask if the Internet is "having trouble", >> > I reply that there are no outages. She then says she called a couple >> > of >> > her friends in neighboring towns and they were all down too. She asks >> > if any other people have called today with problems. I replied stating >> > that a day doesn't go by without someone calling with such an issue >> > etc. >> > >> > I ask her for some details, "any message on the screen?" She says that >> > a message popped up that said, "No Input". I thought to myself for a >> > minute and replied, "I'm unaware of any Windows message that says >> > that." >> > I asked, "This is in Explorer"? She said, "No, she can't get Explorer >> > to run, nothing will run, the monitor is dark and a small message on >> > the >> > blank screen says "No Input." >> > >> > I would have thought that by now more of the general public would be >> > starting to figure some of this out. It's discouraging to me that such >> > an obvious hardware issue resulted in a call to see if the Internet is >> > down. >> > >> > Rk <-------- slapping self in forehead! >> > >> > >> > >> -------------------------------------------------------------------------------- >> > WISPA Wants You! Join today! >> > http://signup.wispa.org/ >> > >> -------------------------------------------------------------------------------- >> > >> > WISPA Wireless List: [email protected] >> > >> > Subscribe/Unsubscribe: >> > http://lists.wispa.org/mailman/listinfo/wireless >> > >> > Archives: http://lists.wispa.org/pipermail/wireless/ >> >> >> >> >> -------------------------------------------------------------------------------- >> WISPA Wants You! 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