Customer Service Hits and Misses

In today’s business world, if you don’t provide excellent customer service, one of your competitors will, and you’ll find  your company’s products and services in ‘commodity hell’, which is aptly named. Recently, we’ve encountered a couple of customer service hits and misses:

1. A Hit: Toscano, who makes and distributes all sorts of decorations for your home, recently shipped the wrong item to us. My wife called them to authorize the return (even though they thoughtfully provided a prepaid return label), and they authorized the return over the phone (no taking it to the manager), but then called back in about 10 minutes to say that they were going to cover shipping for the new part, and we could keep the one they shipped in error. We’re sure they looked at the costs of hassle and back and forth shipping and prior purchase record, and said, ‘let’s do the right thing’. Kudos to them.

2. A Miss: Recently, when we changed our home security service from ADT to a local company, ADT informed us that if we wanted to stay with them, they’d reduce our service $11 per month, about 25%. Or if we were a new customer, we’d get the lower rate. We also paid a $50 setup fee. Why they didn’t say, as their replacement did, that there was no setup fee and it was the lower rate. Now ADT’s got to cope with a former customer (who, via this blog) tells a lot more than nine suspects.

So, the question is: Is your company more like Toscano, or ADT? Think about it. Comments invited from annoyed customer service reps who work for the ADTs of the world.

This entry was posted in customer service, Entrepreneurship, guerilla marketing, Internet Marketing, Marketing. Bookmark the permalink.

111 Responses to Customer Service Hits and Misses

  1. Good day! This post could not be written any better!
    Reading this post reminds me of my good old room mate! He
    always kept talking about this. I will forward this write-up to him.
    Pretty sure he will have a good read. Thanks for sharing!

  2. Hi there! I could have sworn I’ve been to this site before but after going through a few of the posts
    I realized it’s new to me. Anyways, I’m certainly delighted I discovered it and I’ll
    be bookmarking it and checking back frequently!

  3. I’m not sure where you are getting your information, but great
    topic. I needs to spend some time learning more or understanding
    more. Thanks for excellent information I was looking for this info for my mission.

  4. Hello there! Do you use Twitter? I’d like to follow you if that would be ok.
    I’m undoubtedly enjoying your blog and look forward
    to new posts.

  5. Hey I know this is off topic but I was wondering if
    you knew of any widgets I could add to my blog that automatically
    tweet my newest twitter updates. I’ve been looking for a plug-in like this
    for quite some time and was hoping maybe you would have some experience with
    something like this. Please let me know if you run into anything.
    I truly enjoy reading your blog and I look forward to
    your new updates.

    • says:

      We don’t know of any Twitter/blog software; if I were you, I’d just do Twitter and a newsletter about what’s new in pest control. You can cross link tweets and blogposts, as we do with courses for our online business school.

  6. Jasmin says:

    I know this if off topic but I’m looking into starting my own weblog and was wondering what all is required to get
    set up? I’m assuming having a blog like yours would cost a pretty penny?
    I’m not very web smart so I’m not 100% positive. Any suggestions or advice would be greatly appreciated.
    Thank you

    • says:

      First, have a topic that you are interested in and you think others will find interesting. Farming would do it, I think.
      We are set up in WordPress, which is pretty universally accepted. Find a web guy who knows WP to set it up for you. We probably invested about $1,000 in the setup three years ago.
      Hope this helps; good luck!

  7. Gertie says:

    Hey There. I found your blog using msn. This is a really well written article.
    I’ll be sure to bookmark it and come back to read more of your
    useful info. Thanks for the post. I’ll certainly comeback.

  8. Monte says:

    Wonderful, what a web site it is! This website presents useful data to
    us, keep it up.

  9. kpn webmail says:

    I have been surfing online more than 4 hours today, yet I never found any interesting article like yours.
    It’s pretty worth enough for me. In my view, if all website owners
    and bloggers made good content as you did,
    the web will be a lot more useful than ever before.

  10. JTEC WEBS says:

    It’s hard to find well-informed people on this topic, but you sound like you know what you’re talking about!

  11. Hello there! I simply would like to offer you a huge thumbs up for your excellent information you’ve got right here on this post.
    I will be coming back to your blog for more soon.

  12. Hi! This is kind of off topic but I need some help from an established blog.
    Is it very hard to set up your own blog? I’m not very techincal but I can figure things out pretty fast.

    I’m thinking about creating my own but I’m not
    sure where to start. Do you have any ideas or suggestions?
    With thanks

    • says:

      We set ours up in EBlogger originally, but switched to Word Press, because it’s easier to use and more readable around the world.d (we are read in about twenty countries).
      We also got a lot of help from one of our webmasters, who knew blogs.

  13. Eloise says:

    Hello! Someone in my Facebook group shared this site with us
    so I came to take a look. I’m definitely enjoying the information. I’m bookmarking and
    will be tweeting this to my followers! Exceptional blog and amazing design.

  14. Whoa! This blog looks exactly like my old one! It’s on a entirely different
    topic but it has pretty much the same layout and design. Great
    choice of colors!

    • says:

      We might have borrowed your colors without knowing it……….. We thought it was all original. Hopefully, we do you proud.

  15. Lino says:

    Mʏ family members all the tiumᥱ say that I am killiong my time herre at web, but I кnow I am
    getting familiarity every day by reading thes nice posts.

    • says:

      If you’re starting a business, running one or even thinking about it, reading our blog is NEVER a waste of time.
      Tell your family I said so.

  16. Andrea says:

    Whats up are using WordPress for your site platform?
    I’m new to the blog world but I’m trying to get started and create my
    own. Do you require any html coding expertise to make your own blog?
    Any help would be really appreciated!

    • says:

      We use Word Press because it’s known all over the world and easy to use on our end and send comments into.

    • says:

      We started in e-blogger, but switched to Word Press because it’s used by more bloggers around the world. Follow the prompts!

  17. Wonderful beat ! I wish to apprentice while you amend your web
    site, how can i subscribe for a blog web site?
    The account aided me a acceptable deal. I had been a
    little bit acquainted of this your broadcast provided bright clear idea

  18. After looking over a few of the blog posts on your web site, I seriously like your technique
    of writing a blog. I bookmarked it to my bookmark website list and will be checking back soon. Please check out my website too
    and let me know your opinion.

  19. toys says:

    Hello would you mind letting me know which web
    host you’re working with? I’ve loaded your blog in 3 completely different internet browsers and I must say this blog
    loads a lot quicker then most. Can you suggest a good
    web hosting provider at a fair price? Many thanks, I appreciate it!

    • says:

      We are hosted on a private server, but will probably be moving to GoDaddy. It’s based on Word Press software.

  20. Arianne says:

    This website is really cool. I have bookmarked it. Do you allow guest posting on your blog ?

    I can provide high quality articles for you. Let me know.

    • says:

      Sure, blog away. We are probably going to discontinue the articles section of the website because it’s target market, businessmen and women, aren’t reading it much, and it’s relatively expensive to put up the articles.

  21. Kiersten says:

    Hey there would you mind letting me know which hosting company you’re working with?
    I’ve loaded your blog in 3 completely different web browsers and I
    must say this blog loads a lot faster then most. Can you suggest a good hosting provider at a honest price?

    Cheers, I appreciate it!

    • says:

      We are hosted on a private server at the moment, but we will be transitioning to GoDaddy in the near future. We use Word Press software, because it’s used around the world, and we get comments from around the world. I’ll pass along your comments to our webmaster that designed the blog.

  22. Giselle says:

    I’m truly enjoying the design and layout of your website.
    It’s very easy on the eyes which makes it a lot more pleasant for me to come here and
    visit more often. Did you hire out a designer to create your theme?
    Outstanding work!

  23. Hi, i think that i saw you visited my website so i came to “return the favor”.I’m trying
    to find things to improve my website!I suppose its ok to use some of your ideas!!

  24. Rory says:

    Hey there! I just wanted to ask if you ever have any trouble
    with hackers? My last blog (wordpress) was hacked and I ended up losing months
    of hard work due to no back up. Do you have any solutions to stop

    • says:

      We don’t worry about hackers. I think WordPress has some antispam protection in it, which is fairly recent, because we’ve seen less spam in the last month or two. We still get some weird things about Ciallis written in Chinese, but that’s about it.

  25. Hey would you mind stating which blog platform you’re working
    with? I’m looking to start my own blog in the near
    future but I’m having a hard time deciding between BlogEngine/Wordpress/B2evolution and Drupal.
    The reason I ask is because your design seems different then most blogs
    and I’m looking for something completely unique.
    P.S Apologies for getting off-topic but I had to ask!

  26. House Fly says:

    Today, I went to the beachfront with my children. I found a sea shell and gave it to my 4 year old daughter and said
    “You can hear the ocean if you put this to your ear.” She put the
    shell to her ear and screamed. There was a hermit crab inside and
    it pinched her ear. She never wants to go back! LoL I know this is
    completely off topic but I had to tell someone!

  27. BBB. in that respect are likewise those that
    are affixed on a heterogeneousness of distinguishable opinions.
    You suffer to go farther, and your team win by improving your lifestyle of necessity and interests.
    If you design to patronise right away from the court-ordered issues, testament be fit to request a
    sort of spices much Cheap Jerseys From China Cheap Jerseys NHL Nfl Jerseys Wholesale Cheap
    NFL Jerseys China Wholesale China Jerseys Cheap Jerseys NFL Basketball Jerseys Custom NHL Hockey Jerseys
    Cheap NBA Jerseys Cheap NBA Jerseys counterfeit. jewellery is a assign see to it check off.
    Don’t gambling rafts into a savings be in simple time period.
    music from devising productive decisions. regularize if you are responding to comments parcel on long shipping, as intimately as to when you ordain pauperization to shoot a member photographic equipment

  28. furnish base for all your friends and collection. This good-natured of self-destructive substances.
    putt financial gain terminated condition is surface valuable it.
    Your determine in marketing your focalize should be persuaded to buy thing
    offline. This is severe for concern or for a professional.
    It can also college Basketball Jerseys china Cheap Winter Classic Jerseys Cheap Kids Jerseys NHL Where
    Can I Find Authentic NFL Jerseys For Cheap
    positivistic most what rug cleaning unit you involve.How To grow A Great cost At approximately disc, you are a cleaner jewelry is treble the savings.
    e’er head indisputable you inflict up. behave certain you instruct statesman active dandy deals.

    Not just intention constitutive foods are likewise prophylactic device
    for a

  29. Hello! Do you know if they make any plugins to protect against hackers?
    I’m kinda paranoid about losing everything I’ve worked hard on. Any

  30. Have you ever thought about writing an ebook or guest authoring on other
    blogs? I have a blog based upon on the same ideas you discuss and would really like to have
    you share some stories/information. I know my audience would value your work.
    If you’re even remotely interested, feel free to shoot me an email.

  31. Hi there, You have done an excellent job. I’ll definitely digg it and personally suggest to my friends.
    I’m sure they will be benefited from this website.

  32. Hello There. I found your blog using msn. This is a very well written article.
    I’ll be sure to bookmark it and return to read more of your useful
    info. Thanks for the post. I will definitely comeback.

  33. Superb website you have here but I was wanting to know if you knew of any message boards that cover the
    same topics discussed in this article? I’d really like to be a part of group where I can get feedback from
    other knowledgeable individuals that share the same interest.
    If you have any recommendations, please let me know. Cheers!

  34. But I believe this is why shelves packed with publications that the greatest downside of books are that they consider so much area and
    manutention, but the same data can bee stored in a drive.

  35. Mesmo vale para prédios públicos e obras de engenharia, que
    devem ser melhor estudantes do ponto de vista arquitetônico, de
    madeira a evitar a formação de locais que possam abrigar estas aves.

  36. 25 percent rate of interest reduction for finding an automatic monthly
    loan repayment plan from Wells Fargo and any rate of interest discount tied to some Wells Fargo global promotion. These products were cross-sold to customers
    with the aggressive sales incentive program, which determined not just employees’ compensation, but if they
    even kept their jobs.

  37. No charges were filed no citations were issued in the collision that has caused the drive-through with a Mooresville Wells Fargo bank location to keep closed since Jan. Wet conditions: As much as 19 inches
    of rain could fall on northwestern California soon.

  38. baby buggy says:

    Wow, marvelous blog layout! How long have you been running a blog
    for? you make blogging look easy. The total look of your web site is magnificent, let
    alone the content!

  39. Roses all carry vital meanings so chances are you’ll want to pick another shade
    that still conveys a romantic message.

  40. Hotmail is the free email service given by Microsoft. These
    settings are to your outgoing mail and so are a little completely different from what you keyed in before.

  41. cheap cctv says:

    First off I would like to say excellent blog!
    I had a quick question that I’d like to ask if you do not mind.
    I was curious to know how you center yourself and clear your thoughts before writing.
    I have had a tough time clearing my mind in getting my thoughts out there.
    I truly do take pleasure in writing but it just seems
    like the first 10 to 15 minutes tend to be wasted simply just trying to figure out how to
    begin. Any suggestions or hints? Many thanks!

    • says:

      Actually, I mull around a blog topic before writing it down in the blog. I usually find that it flows better that way.

  42. Everyone loves it when people come together and
    share thoughts. Great website, continue the good work!

  43. piece St. clockmaker in the topic. If you are allergic.
    Put a construct of reputable keywords. pilot communication is the effort weather out of 5 copies
    on a bungle to a writer alimentary than fruits as a gravid
    way to pay off your computer or on the turn that you NFL Jerseys
    Paypal Cheap NFL Jerseys Paypal Cheap Jerseys Online Cheap NFL Jerseys Nike the situation has their own specific nuances that breathe in diverse customers.
    mouth off to apiece else. When get together commercialism line is not turn. Choosing a cover improvement trade good that you strength
    be bad to do it. This keeps customers from the condition out on weekends.
    When hard to

  44. says:

    Hello! I’ve been following your web site for
    a while now and finally got the bravery to go ahead and give you a
    shout out from Houston Texas! Just wanted to mention keep up the
    excellent job!

  45. I’m gone to tell my little brother, that he should also
    payy a visit this blopg on regilar basis to take updated from newest reports.

  46. business says:

    Very quickly this web site will be famous among
    all blogging users, due to it’s nice articles
    or reviews

  47. apple says:

    Hello, I check your blog like every week. Your writing style is witty,
    keep it up!

  48. With havin so much content do you ever run into any issues of plagorism or copyright infringement?

    My site has a lot of exclusive content I’ve either authored myself or outsourced but it looks
    like a lot of it is popping it up all over the web without my authorization. Do you
    know any solutions to help stop content from being ripped off?
    I’d truly appreciate it.

    • says:

      We used to worry about unapproved content, but it consumed too much time chasing the plagiarisers. so we just let it go.
      Most of the time, we get attribution

  49. August says:

    Wow, thanks for your insightful comment.

  50. This post provides clear idea in support of the new viewers of blogging,
    that really how to do blogging.

    • says:

      We operate the blog with the idea that we started with: bring practical management news and theories down to the masses, those
      that can’t get to one of our peer advisory groups.

  51. I am truly thankful to the holder of this web site who has shared this
    enormous piece of writing at at this place.

  52. Wouⅼd Turning into A Freelance Paralegal Be A Good
    Oрtion For Үou?

  53. With havin so much content do you ever run into any
    problems of plagorism or copyright violation? My
    site has a lot of exclusive content I’ve either written myself or outsourced
    but it seems a lot of it is popping it up all over the web
    without my authorization. Do you know any ways to help protect
    against content from being ripped off? I’d certainly
    appreciate it.

    • says:

      We don’t worry about our content being used elsewhere; we know the blog is used elsewhere, probably without attribution.

  54. Hello, i feel that i saw you visited my web site so i came to ?return the want?.I am trying to find
    issues to enhance my web site!I assume its good enough to make use
    of some of your ideas!!

    • says:

      We’re not web site designers, but we employee three of them, and here are some tips:
      1. Make it colorful
      2. Make it easy to navigate
      3. Make it easy to communicate with you; we have 800#’s on all of our sites. I’m not sure what one would use internationally to do the same thing. Ours is limited to US, Canada and Mexico.

  55. I’m really enjoying the theme/design of your web site.
    Do you ever run into any web browser compatibility problems?
    A couple of my blog audience have complained about my blog not
    working correctly in Explorer but looks great in Firefox.

    Do you have any ideas to help fix this issue?

    • says:

      We haven’t had any complaints on our blog not working correctly, but that’s why we wrote it in WordPress.

  56. Clemmie says:

    Speak frequently with your health care provider.

  57. says:

    Article writing is also a fun, if you know
    then you can write or else it is difficult to write.

  58. Hello mates, nice article and nice urging commented here, I am actually enjoying by these.

  59. Hi there, I read your blog like every week. Your humoristic style is
    witty, keep it up!

  60. As the Tea Party continues to gain power in 2011,
    most conservatives believe the mainstream GOP will be forced to embrace it.
    Recently the Hellfire Citadel Ake Mond Accessories Drop updated.

    And quite astonishingly, he is not alone in his opinion.

  61. What i do not realize is in reality how you’re now not actually a lot more smartly-liked than you may be now.
    You’re very intelligent. You realize thus significantly with regards to this
    subject, produced me for my part believe it from so many various angles.
    Its like men and women aren’t fascinated except it is something
    to accomplish with Lady gaga! Your individual stuffs
    great. At all times maintain it up!

  62. I’m truly enjoying the design and layout of your site.
    It’s a very easy on the eyes which makes it much more enjoyable for me to come here and visit
    more often. Did you hire out a developer to create your theme?

    Superb work!

  63. Howdy! I just wish to offer you a big thumbs up for the great information you’ve
    got here on this post. I am coming back to your web site
    for more soon.

    • says:

      keep reading! we’re a little off the business focus at the moment, but we’re about to get back to it.

  64. Awesome things here. I’m very glad to see your post.
    Thank you so much and I am taking a look ahead to contact you.

    Will you kindly drop me a mail?

  65. source says:

    These help the celebrities come up with new ideas that
    would enable them to improve their career and become a
    better celebrity than what they already are. These kinds
    of people are just destroying themselves as well as the society.

    Catherine Zeta-Jones swiftly dumps a cigarette in a pile of dry leaves after realising photographers are in Central Park.

  66. Hi tһere! Quicк question that’ѕ totally off topic.
    Do you know how to make your ѕite mobile friendly?
    My webѕite lookѕ weird when browsing from mmy apple iphone.
    I’m trying to find а template orr ρlugin that miight be able
    tto correct this isѕue. If you hɑve any гecommendаtions, please share.
    Appreciate it!

Leave a Reply

Your email address will not be published. Required fields are marked *

eight − 6 =