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


© 2012 Gardner & Associates Consulting  All Rights Reserved

Note:  To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here.  I would very much appreciate your suggesting to others that they subscribe.

Privacy Statement:  Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s