Dear Technology Companies and New Tech Business Models,
Can you do me a favor? Please stop the upgrades, the tweaking, the new interfaces? I get that you are tech geeks and that you feel the need to implement new, new, new all the time. I get that you are a lean start up with maybe 4, 5 employees max. I know the wave of the future is to start your service for free and get a KA-BILLION users all over the world.
This is were you miss the mark…you then offer premium plans and have no customer service in place for your new paying clients. You do upgrades that don’t take (even crash miserably) and you don’t have staff to handle the KA-BILLION complaints. You don’t even offer a deadline of when the problem will be fixed.
In fact, you don’t even have a PHONE NUMBER on your website.
You offer a paid service without realizing what customer care is all about. You complicate your service and then survey me to see if it is too complicated. Did you receive my survey? Are there enough of you to even read my survey? It’s the third one I have filled out, by the way. Remember the old saying, “If it ain’t broke don’t fix it?”
Just be old fashioned and take care of the people that are paying you real dollars. Do your ONE thing really well. Be the best at what you offer. Have staff in place to fix things IF they go wrong and hire a friendly voice to assure me that things will be fixed quickly. I am using you for my business and that is why I pay you.
Signed with love from,
I-miss-old-businesses Monica Lee over at Smart Creative Women
Whew! I feel a LITTLE bit better. Maybe if you share this it will fall into some CEO’s lap and it will jog his memory as to where value really lies.