Friday, September 02, 2005

The Best Buzz - Customer Support Issues

First and foremost, the best buzz and word of mouth comes from having great products, great service and great support. I just got this email from a friend telling me about her job.

It's a great business to be in, and the growth has been huge (I believe it was 80% increase in profit last year). Somehow they have a difficult time understanding that when they're selling more product, they're going to have more support calls, and will have to increase the support staff. So we've got 1/2 hour hold times and sometimes sites don't even get callbacks for 24 hours. We have more customers, but they're not happy with the support, so I'm sure we'll start losing them soon.

Considering how hard it is to get customers, you would think everyone would work hard to keep them. If you do not want to have good buzz turn bad, have a growth plan.