I received a really lousy email from my credit card processing company the other day and it didn’t sit well with me!
For no rhyme or reason they decided to hold all transactions for 21 days before I can access my funds.
Meanwhile, I have never received complaints.
I haven’t had to refund one dime to my clients.
The only thing I’ve done is grown my business substantially since August when I started accepting charge cards.
21 days is a tad long to wait for thousands of dollars and its unacceptable to me.
I decided to contact them about it and guess what?
They make it really difficult to get in touch!
First, of all you need an advanced web degree to figure how to even find a way of contacting them.
Once you figure that out there are only certain categories that you can contact them about (still shaking my head about that one)
Really screwed up way to treat your clients coming at cha in 3,2,1 . . .
After navigating through something that reminded me of Indiana Jones dodging boulders and booby traps, I email them only to receive an auto response telling me it might take 5 days to hear from them.
UNACCEPTABLE!
When was it ever alright to get back to someone in 5 days?
Please tell me this is a joke and right now I’m on some encore performance of that old show “Punked”
When I see things like this I see a company that feels they are unchallenged in their marketplace and . . .
They fail to see the value in actually caring about their clients.
TIME OUT! I don’t want to be one of those bloggers who gets a freakin hang nail and then has to piss and moan about it on their blog. There’s actually substance in this rant!
Consumers have more choices today than ever!
For us to think that they are stuck with us or “they’ll be back” is the equivalent of a death rattle!
And one more thing . . .
All this web stuff, is supposed to enhance and expedite the customer experience.
Sooner or later, no matter how flawless you feel your service is . . . YOU WILL PISS SOMEONE OFF!
Hold that thought and riddle me this . . . When one is pissed, does it diminish one’s pissiness when they can’t express the pissiness?
That’s when we, as the consumer click a mouse and wave bye bye.
Its really as simple and as quick as that!
Today we are all cordially invited to get a clue!
Respect your customer or someone else will!
WOW – great rant, Uncle Paul. I am equally dismayed by the total lack of customer service/care/regard when I try to contact my telephone company. Is this a “big company” thing? Maybe only the smaller companies need to exhibit any respect/love for thier clients – beacause it really does hurt us to lose even one. Just a thought…
There’s a part of me that wants to blame it on big companies but I think its more of a lack of regard, a lack of caring a taking for granted to the point of arrogance.
Unfortunately there are many small companies that fall prey to this type of “stinkin thinkin”
Thanks Julie . . . I appreciate your thoughts!
Paul,
You’re probably right – it happens to the best of us :). Good reminder, even for us “small business” folks.
Paul,
You’re probably right – it happens to the best of us :). Good reminder, even for us “small business” folks.
Hey there,
I have a training company as well and one of my clients handles all of my cc processing. She calls me back within 1 day and handles problems as well as points out things on my processes that can save me $. You should call her. her name is Grisel Wiley and her company is Equity Payment Solutions. She totally rocks! 913-226-4004
Good Selling!
Like he said, alternatives are often very easy to access. Thanks for illustrating the point!
Thanks!
Much appreciated!
Incredible, there are not the words! Holding one’s funds at Christmastime?!?!!??!!!???
Come on Dan let’s prank call them a few times today “Jerky Boyz” style.
That’ll show them who they’re messing with! 🙂
Thanks!
I would like to you follow up on this. I see more and moreof it as large companies move from desiring a “relationship”, to just a transaction.
Very true Thomas.
To that end . . . my money is always on the “little guy” who’s willing to out work and out care these organizations.
Thanks for sharing your thoughts!
I hate dealing with the bank. However I was pleasantly surprised the other day when I need to make changes to my account. I decided I didn’t want to be on hold for an hour with bad Muzak so I decided to give the webchat interface a go. I logged on and stated my case. Within 30 seconds a rep was on the chat. She let me know that she couldn’t help me because it “wasn’t her department” and that she would transfer me over to the right person. The first think I thought was “here we go, I’m gonna be waiting 20mins.” Within 1 minute another rep was on the chat. I stated my case again. With that he said “You know what it’s easier to explain by phone, would you like me to call you?”. I said “sure”. Again I thought “here we go, I’m gonna be waiting 20mins.” Within 2 minutes I was on the phone with a friendly knowledgeable bank “adviser” who got the whole thing done in 5 mins. I was flabbergasted. I honestly couldn’t believe it. It certainly turned my opinion of the bank into a more positive one. I still hate dealing with the bank but this was a really great experience I must concede. It just goes to show what a little good service can do.
Now there’s a great example of how we can turn a negative situation into a complete and utter WOW!
Thanks for sharing that. I really appreciate it!
For some reason my face is moving from red to purple just reading this and it’s not even my problem..haha Hopefully you can get someone on the phone that actually cares that this nonsense is going on with their company.
Thanks for sharing my moment with me 🙂
I have no intention of calling them at this point. I can expend the same amount of energy to call one of their many competitors.
Customers should never have to chase a supplier. That’s a lousy dynamic and quite frankly it isn’t sustainable.
Thanks again!
I have this groovy document hanging on my wall that says, “Everyday…A vendor implements some stupid, non customer friendly policy…Everyday, a buyer gets fed up.” Opportunity is knocking for someone.
That document is near and dear to my heart Rebecca. I know it well 🙂
Thanks!
Wow, tell me how you really feel OB1. As a vendor to many, I am sorry that you feel this bad about something that is big for you and out of your control. There is a lesson in your rant. a) Perception is reality b) As the customer, your needs come first c) there is something to be said for the value of good old fashion person to person customer service.
Ha! They really struck a nerve with me.
There’s good in this if you ask me. This is yet another testimonial why we all have to keep hunting for business. People get fed up. Call them when they are fed up and you are their new best friend!
Thanks Beth!
Paul I have a really great response to this post…. Ill share it with you in 5 days.
Voice System you later
Signed,
MIA
Love it! 🙂
Thanks Adam!
Well said Marc.
Do you know that in the short time since this blog post has been published I received the names of a few companies.
Thanks!
I’m still with AT&T because of their superior customer service, decide with your $$ which companies you think should prosper. And Buy American.
Thanks Cathy!
I’m still with AT&T because of their superior customer service, decide with your $$ which companies you think should prosper. And Buy American.
Don’t let it get to you Uncle Paully!
These companies are big and powerful but they are being run on ideas that worked 30 years ago. I bet if you try to find out where their customer service policy came from no one will know.
If you ask they will say “I don’t, know, that’s the way we’ve always done it”
I see it over and over “that’s the way we’ve always done it”
And meanwhile, the company is going down the drain.
Remember what Sprint went through? Between their CRAPPY customer service and the iphone, Sprint had lost 65% of their market share until they fired the blowhard running the company and brought in a guy who knew what thee words “CUSTOMER SERVICE” are.
Let’s hope for your sake the credit card company isn’t based in West Africa somewhere.
Hope you and your family have a Merry Christmas Paul