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Things I Love About Freelancing

Posted on by lwidmer

Happy Valentine’s Day! You’re all my valentines this year. No better people in the world to share a virtual hug with. I finished a large article project, one that seemed to be getting longer instead of shorter as I wrote. I started on two others, and I got some marketing in before heading over to…

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Guest Post: Your Freelancer Lifecycle

Posted on by lwidmer

Many thanks to good chum Jake Poinier (Dr. Freelance) for providing this example of blog post excellence. I had the distinct pleasure of sharing thoughts with Jake over some Starbucks swill back in December. He’s as congenial, professional, and downright fun to be around as he comes across. About three weeks ago, Jake intrigued me…

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Removing Doubt

Posted on by lwidmer

Did you ever have one of those two-steps-forward, one-step-back days? Try four in a row. Yesterday proved to be as interrupted as the rest of this week. I finished a large project, but another one is due and every time I went near it, another must-do-now thing got in the way. I’m okay at juggling…

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A “Sorry” State

Posted on by lwidmer

I had what I thought was plenty of time yesterday to get two projects completed or close to it. Alas, the best laid plans… Another client project with an even tighter deadline came rolling in, so I had to drop things with longer deadlines to sort it out. Turns out the project ended up being…

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Random Smells

Posted on by lwidmer

I had a productive work day yesterday. Since all of Monday’s fires were out, I was able to concentrate on two projects instead of the twelve I was juggling the day before. When I say twelve, I don’t mean twelve clients. I mean twelve separate things that were either part of a larger piece or…

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The Encore Juggling Act

Posted on by lwidmer

Some days are like turbo-charged freight trains. That was my day yesterday. Before noon, I’d handled eleven things on my to-do list and scheduled two more for that afternoon. I had a client call, three email updates, four newsletter articles, a press release, a huge file to coordinate and send, and a proofing project to…

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When Looks Matter

Posted on by lwidmer

Great weekend again. Too short, of course, but we packed a lot into two and a half days. First the stepdaughter’s birthday party Friday night, which was a lot of fun. Then we spent Saturday going in different directions as he was tied up with her wedding planning and I was busy trying to sort…

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Friday Fun and Frolick

Posted on by lwidmer

Let’s just say I’ve worked myself sick this week (and have the nasal congestion to prove it), so I think today’s a good day to slow it down a little. I have some projects to complete, but I’m waiting on a few return calls, so things are stalled until that happens. I fully intend to…

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My Business, Your Business

Posted on by lwidmer

Yesterday was a bit of a blur. I was here, but I wasn’t here. I’m working like mad to finish up two rather large projects by tomorrow, so my day was end-to-end work. It felt good. I’ll be done in time, but I’m one who would rather get done early and have some wiggle room…

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Putting the Customer Back into Customer Service

Posted on by lwidmer

Happy birthday to my oldest! He’s a handsome, good soul, and the source of his mother’s pride. It never fails. When you can least deal with it, something is going to need to be dealt with. That goes for work and now mattress delivery. I paid for it – the delivery. I scheduled it. I…

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  1. Kimberly Ben Avatar
    Kimberly Ben

    Oh what a pain, Lori. Bad customer service also involves losing huge chunks of time you can't get back.

    My bad customer service experience: Dealing with the local cable provider (who shall remain nameless)insisting that I verbally agreed to a 3 year contract. When I insist they play the tapes so the we can hear me agreeing to such foolishness, they are conveniently unable to so so. This is an ongoing nightmare.

    My good customer service experience: I was recently forced to get a new phone and number and new phone, so I upgraded to something so complicated I could kick myself for choosing it. However, yesterday I called my wireless provider and spoke to a very pleasant, helpful representative who took my trembling hand and walked me through the basic features with the patience of a saint. She even sent me links to a couple of demonstration videos for good measure.

    Your customer service tips are spot on as usual. I especially agree with the 4th one – when I encounter a problem, I don't want anyone wasting my time with excuses, passing blame, etc. None of that matters to me in the least. I just want the problem acknowledged and some genuine attempt to provide a solution. Is that so hard?

    Reply
  2. Cathy Miller Avatar
    Cathy Miller

    Kimberly – I love that you shared both good & bad> Nice to know there are some good ones. Sometimes it feels like they are a rare breed.

    In my corporate days, one of my assignments was managing onsite audits of customer service units. I was often accused of being too tough. Perhaps I was. But, I really think customer service is not rocket science. Apologize when you screw up and treat others how you would like to be treated. Respect one another.

    Reply
  3. Kimberly Ben Avatar
    Kimberly Ben

    Cathy, I completely agree – customer service is not rocket science. When people are treated well and with respect, they are much more likely to continue doing business with you.

    Reply
  4. Paula Avatar
    Paula

    I had a bad-turned-good customer service experience this week. It's long. Feel free to scroll through it: The trash collectors skipped my recyclables, and didn't come back the next day for them as promised. More than half the refuse I set out each week is in the recycling bin, so I asked if I could get a small refund – maybe $1 – since I shouldn't have to pay for service I didn't receive. They're contracted by the city, so they gave me a number to call.

    That's when it got bad. The woman from the city was beyond snippy. She barked "We don't give credits!" (um, they can and do on occasion). She flat out lied by saying they provide recycling services as a free courtesy. I was polite, but when she realized I wasn't backing down she directed me to a guy who heads up an entirely different department. Can you say run-around? Had that women even pretended to care (or feign politeness) I would have dropped it, but I left a voicemail for that guy anyway.

    My bill was due today, so Monday I tried calling in again. Four tries and each time I hit the voicemail option for Billing, the line went dead. So I e-mailed. First try didn't go through because an e-mail address (copied directly from their website) was invalid. Tried again with just one address and it went through.

    Tuesday morning I head back from the actual guy who handles the billing for the city (not the guy she referred me to). He saved the day. He knows customer service. He apologized both for the initial problem and for the woman's rudeness (right off the bat he knew which employee she was). He'd also checked with the person who handles their phone system and learned they'd been having issues with the voicemail and were working on it. He gave me two direct numbers in case I have further issues with the trash collection.

    He explained the situation from the city's POV – the company they contract with suddenly stopped collecting anything in alleys – without informing the city or residents. While they've been overwhelmed with complaints, he said that's no excuse for that woman's behavior.

    That's what good customer service is – it's not solving every problem, it's letting customers know you care about their situation and will either try to resolve it or explain the reasons behind it.

    Reply
  5. Anne Wayman Avatar
    Anne Wayman

    Hey Lori, I had breakfast with my oldest today – another good soul.

    I'm sorry about your mattress experience…

    I've had some CS problems… super nice people who promise but don't deliver. Now the client is dragging his feed about changing providers… out of my hands.

    While I don't believe the customer, me or a client, is always right, they/we always deserve good, respectful and truthful service. Your points are wll taken.

    Reply
  6. Tony Ratcliffe Avatar
    Tony Ratcliffe

    My last poor experience was with a software company we all use to some extent, so bad I was about to remove anything related to them. However, through a comment on Twitter, that was turned around quickly by someone who truly seemed to care. The new purchase was saved.

    When I have good experiences, they stand out. I tend to talk about them, and I will call or write to let someone know. The last was probably two excellent servers at a dinner theatre on New Years' Eve.

    I do want to make one point. When an organization receives positive feedback about staff, sound enthusiastic when taking it, and be sure to convey it to the staff member. It makes everyone feel good.

    Reply
  7. Lori Avatar
    Lori

    Kim, it seems the cable providers are the worst offenders. And it's great when a service person actually gives service, isn't it?

    Good credo to live by, Cathy. What astounds me is how much customer service lines have deteriorated in quality over the years. Why? Aren't they there to solve problems, not create stress?

    Paula, good for you for hanging in there, and good for that man for helping. Recycling IS part of what we pay – I agree. You're right – even if you can't solve it, you can be courteous about it.

    Anne, oddly the mattress issue wasn't the worst I've ever had – far from it – just the most recent. It was solved fairly easily, amen. I reacted strongly because I'm used to being treated poorly, I guess.

    Tony, good seeing you here. 🙂 Funny how those comments can sometimes get the companies to really respond. I had that happen here. Microsoft showed up when I was ranting. They didn't fix it, but they listened. Made a difference.

    Great point on the enthusiasm. Feedback is easier to give when the person receiving it is engaged.

    Reply
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