johans last blog post..How Does Zara Clothing Compare To Designer Clothing?

It’s hard to think beyond that which you are taught to think. So sometimes you have to get someone from outside the organization to fix these kinds of problems.

Joes last blog post..Defrag my Computer

One thing I have found very useful myself, is when I’ve set up a new website I invite some barely computer literate pals over. I sit them down at my computer on the website and let them see if they can navigate, search, make an order, etc. Equally interesting is to park them at google.com – or turn them loose at their own favorite search engine – and tell them to find something. Those of us who are very computer literate forget how complex some things that seem simple to us really are.

It seemed even more egregious to me with LunarPages. They tout the “customer experience” all over their front page (with pictures, testimonies, web links, etc). In fact, that was one of the major factors that sold me on them in the first place. I’m sure it’s a company filled with good people and I’m sure they do serve people fairly effectively every day…but in my personal experience, they demonstrated ZERO flexibility and accountability in a situation where they had created the emergency…and then to see that complicated by no accountability from “the folks upstairs” (despite lots of assurances to the contrary)…those kinds of signs would scare me away from any company. I still have a paid shared hosting account with them until October 2009, but they host none of my sites now and I would never again trust them with my data based on what I’ve seen so far. Thanks for the comment!

c-

So glad to have read about your experience. Sometimes, you only get to know about a company’s customer service level through dissatisfied customers.

I’ve gotten testy with “customer service” reps when I get passed around and keep having to say my account number. I once told someone who asked for my account info . . . I think the third person on that call . . . “I’ll only tell you if you’re going to be the person who can actually fix my problem.” And don’t they talk to each other? By the time I’ve finished I have my problem down to one well-rehearsed sentence because I’ve explained it so many times to so many people. Sometimes, I even have to tell them what I tried with the last person so they won’t tell me to do the same thing.

And what’s with the phone recording at my internet service provider telling me I might get faster service on their website, when I’m calling because my internet service isn’t working?

My blood pressure is rising.

Interesting post. BTW, I’ve tagged you in a meme on my website.