Dave Gardner’s “Thank God It’s Monday” 02APR12

“Thank God It’s Monday” is to help companies thrive!

This week’s focus: customer experience

What would you say about a company that offers support forums to its partners but then doesn’t respond to problems? Is it really a support forum?

A company isn’t in a partnership if it doesn’t respond to partner requests for help–it enjoys a one-sided relationship, not a partnership.

The question that arises is whether the support forums are working as designed? If they are, this behavior is shameful. If they aren’t working as designed, then managers who should be accountable aren’t doing their job.

  • A company provides voice mail as a vehicle to leave messages with the expectation that calls will be returned.
  • A company provides email as a way to have bi-directional communication.
  • And, a company should provide a support forum only if it is an avenue to get assistance with problems.

Companies that thrive treat customers and partners like gold. Companies that treat customers with indifference risk becoming irrelevant no matter how good or big they are today.

[Note: Read my entire Fast Company article “Hey Google Support Forums–Don’t Be Evil.”]

Thought for the week:

“Either you run the day or the day runs you.” – Jim Rohn

What do you think? I welcome your blog comments!

___

Dave Gardner, Gardner & Associates Consulting

http://www.gardnerandassoc.com

© 2012 Gardner & Associates Consulting  All Rights Reserved

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