Archive for the ‘customer service’ Category

A Little Code Won’t Kill You!

Monday, December 8th, 2008

I’ve been actively involved in web development for more than ten years now, and that’s where I spend most of my day.  Having had lots of success with getting our web sites found by Google and other search engines, I am regularly asked about to get better search results for web sites by both our customers and suppliers.  I try to help when I can.

For years, I have used a number of log analysis programs to help me see how our many web sites were performing.  A web log (we’re not talking about “blogs” here) is a record of all the traffic that comes to your web sites, how it gets there, and what the visitor does while he or she is at your site.  It’s fascinating information.Until recently, being able to analyze web logs has required using expensive and complicated software and has called for someone with a pretty high skill level. Not anymore!

Google Analytics has simplified the process, made it intuitive for someone with just a little web site building skill and, best of all, it’s free.

It does, however, require that you have a little experience with managing web pages at the code level.  If this is an area you are unfamiliar (or uncomfortable) with, Google Analytics really makes it worth your while to do a little work on the code level.  The returns for your efforts are incredibly valuable.

Most web users may not realize that if you open a web page in your browser (I use Firefox) and look at the page source, you will see something like this (source code for hooptape.com):

<html>
<head>
<title>hoop tape for hula hoops</title>

<style type=“text/css”>
<!–
.style1 {
	font-size: x-large;
	font-weight: bold;
	color: #FF0066;
Th
.style2 {font-size: x-large; font-weight: bold; color: #FF0066; font-style: italic; }

This underlying code tells your web browser how to present the information you are seeking in a format that makes sense to you rather than the information that actually resides on a web server.

By adding a few simple lines of web code that Google Analytics will provide (a simple cut-and-paste) process, you can make use of a service that will allow you to see things like  what key word was used to find your site, when someone visited, what source they used to find you, how long they stayed, etc. etc.  Just knowing the keyword that led them to your site is incredibly powerful.

If you don’t manage your own web sites, ask your web master to add Google Analytics to some of your pages.  Make sure they give you  log in privileges.  

Happy analyzing!

GoodBuyGuys.com is your online source for Shurtape gaffers tape, Duracell Procell batteries, MagLite flashlights, Nashua duct tape, Bay State wire ties, Enterainment 1 extension cords , OnStage Stand mic stands and quality speaker cables.

Hard To Feel Too Bad About This Downsizing

Thursday, October 30th, 2008

spokesguy American Express announced today of their intention to reduce their work force by 10%, shedding 7000 jobs over the next year.  It’s rarely good to hear about job cuts, and the current downturn in our economy is impacting everybody.

Still, a company as unresponsive and unconcerned about their merchant members as Amex probably needs to trim way back. After all, their 2007 profits were only $3.7 billion!

Maybe those whose jobs survive will show a little more interest in providing good customer service.

You may not be aware that when you place an order at goodbuyguys.com and pay with your American Express card, Amex takes almost 3% of the transaction off the top before they pay the merchant you made the purchase from.  This is a fee they earn in addition to any interest you may pay in carrying a balance from month to month.

While the merchant does get fairly quick payment (4-5 days), the impact of losing a 3% fee has a serious effect on what you pay.  It has to be reflected in the price.

If you have a rewards card that gives you a cash rebate, that rebate comes from the merchant, not from Amex.  Again, if the credit card company is going to give you money back, the merchant you made  your purchase from must factor that rebate into the price of what you purchase.

In exchange for these fees (American Express merchant fees are higher than both Mastercard and Visa) AMEX consistently makes things as complicated as they possibly can for the merchant, making their fee structure almost impossible to interpret.

If you challenge a charge on your card (even if it is valid) AMEX can charge the merchant as much as $20.00 in something called a “chargeback” fee for the merchant to prove the charge is valid, even if they have done nothing wrong.

American Express’s new initiative to cut employee jobs is intended to save the company $1.8 billion dollars in costs in 2009.

Think any of that savings will be passed on to the merchants that keep the company alive?  Don’t count on it!

GoodBuyGuys.com is your online source for Shurtape gaffers tape, Duracell Procell batteries, MagLite flashlights, Nashua duct tape, Bay State wire ties, Enterainment 1 extension cords , OnStage Stand mic stands and quality speaker cables.

Customer Service At Lightning Speed

Thursday, October 16th, 2008

mike2 This blog seems to continually find its way back customer service issues, and I guess that it really is a passion of mine.  Unfortunately, most of my postings address negative customer service issues, but I really enjoy having such a positive experience that it demands to be acknowledged.

I recently had to return my daughter’s digital camera, an Olympus FE230, for service.  She has  become quite a good photographer and was concerned that her camera suddenly seemed to only take”out of focus” photos.

She located Olympus’s online site for customer service and repairs and we shipped the camera off to an Olympus service center.  I’ve been through this sort of thing before, and I was prepared for the usual fist fight-slow or no service, warranty claim denied, six week wait, etc.

I shipped the camera on Monday.  Today is Thursday and she has the camera back in her hands.  That’s right!  In less than 72  the camera had gotten to the service center, been repaired, and returned to us.  They had even made sure that the memory card she mistakenly left in the camera was returned.

In an age when consumer electronics have become disposable items, its great to find a company that stands behind its products and understands how to build customer loyalty.

I’m guessing that there will be something from Olympus under our Christmas tree.

GoodBuyGuys.com is your online source for Shurtape gaffers tape, Duracell Procell batteries, MagLite flashlights, Nashua duct tape, Bay State wire ties, Enterainment 1 extension cords , OnStage Stand mic stands and quality speaker cablesNeed customer service?  Ask for Jeff Harrison by name! (that’s me)