Archive for November, 2009

Get The Hang of Social Media Before It Hangs You

Tuesday, November 24th, 2009

ted_head.jpg We got to the web early-almost 15 years ago-and at least partly because of that we were able to claim consistent page one search results for relevant key words like gaffers tape,  Procell batteries, and microphone stand.  In those early days, a reasonably well designed web site with good meta tags and some incoming links from other sites gave you a very good chance of scoring high search engine rankings.  It was a tremendous help in  growing our business.

Well optimized web sites may have gotten us to page one, but it certainly won’t keep us there.   That’s because search engines are looking in a lot more places in order to determine the rankings that web sites are given.

A search engine is as likely to return a posting from this blog about one of our products as it is to provide a link to one of our primary websites.

You’re almost as likely to be led to a video on our youtube channel as you are to be shown the same animation on our own site.

We try to present lots of good practical tips regarding how to get the best use out of our products, but search engines may now provide a link to the tips on twitter as well as on our own web pages.

It means a lot more work to keep your name in front of your customers, but it also gives us lots of new ways to be found.  Even though our newsletter is distributed to thousands of readers every month, you’re just as likely to encounter it in a Myspace search as you are at the newsletter’s own site.

The best part about developing a social networking initiative has been the opportunity to build a community and have a real dialogue with customers and prospects.  Answering questions, locating difficult-to-find products and solving problems dramatically change how the web works for us now.

What’s your social networking plan?  Please share it with us.

GoodBuyGuys.com is your online source for Shurtape gaffers tape, Duracell Procell batteries, MagLite flashlights, Nashua duct tape, Bay State wire ties, Hosa and Entertainment One extension cords and OnStage Stand mic stands.  We enjoy sharing ideas about web development with you.  Want to know more?  Please subscribe to our newsletter.

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Can You Hear Me Now?

Friday, November 13th, 2009

good-idea-jeff_small_bigger.jpg When I called AT&T this morning to inquire why my IPhone wasn’t working, I didn’t really expect it would become a big deal.

After 10 minutes on hold, the customer service rep I finally spoke with informed me that my service had been suspended because my payment was past due.  After a quick check with our bookkeeper, I was able to inform her that the payment had been made almost two weeks ago and that it must have been misapplied.

My expectation was that a company that had worked so hard to get me to become a customer would simply allow me to pay online, adjust the misapplied payment and get the phone working again.

Boy, was I wrong!

She proceeded to tell me that she had no record of a payment and that the service would remain suspended until the payment was received.  Moreover, she informed me that  I would be charged a $36.00 reconnect fee and it might take several days to reactivate the phone after payment was received.   Finally, she went out of her way to lecture me on the point that I should make my payment at least 10 days before the due date to give them time to apply it properly.

It was clear that she didn’t believe me when I said I intended to terminate my contract.

It’s now five hours later.  The AT&T contract is terminated.  I have a new account with Verizon (at a considerable savings) and a brand new Google Android phone.  It took Verizon all of 15 minutes to port my number and activate the phone.  (AT&T had taken two days!)

I had gone to the Verizon store just to see what my options might be for new phone service, but was met with such a high level of customer service by a knowledgeable sales person that I left with the new Google smart phone and new phones for everyone else on  my account as well.  It was the first time I had ever left a cell phone store not feeling like I had been beaten with a rock.

Tomorrow I’ll return the AT&T Microcell that I had to buy to get cell coverage at my home, even though the AT&T service maps show that my location should have been covered.

As to the $175.00 AT&T termination fee, I’ll gladly pay it and make a matching charitable contribution as well.

GoodBuyGuys.com is your online source for Permacel gaffers tape, Duracell Procell batteries, MagLite flashlights, Nashua duct tape, Bay State wire ties, Hosa and Entertainment One extension cords and OnStage Stand mic stands.  I enjoy sharing observations about customer service with my readers.  Want to know more?  Please subscribe to my newsletter.

Posted in customer service, good business ideas | No Comments »