Tuesday, January 21, 2014

Cantina Deliciosa just what they need

Small Businesses everywhere have one major need.  How to get more customers and keep the customers they have.  It doesn't matter if you are selling Burritos or Beans or Buckets or Barns, you need to find customers and keep those customers coming back.

Many if not most small businesses in the world do no advertising at all and depend on walk by traffic to acquire customers.  An even smaller number of small businesses use the internet at all.  Sometimes that is because their customers are not on the internet, or at least that is what they think.

Our most recent customer is Cantina Deliciosa http://www.cantinadeliciosa.com is a small business creating great Mexican and American food in two food courts in Makati City.  The food is so good (especially the Pulled BBQ Pork Burritos!!!!) that alone keeps the traffic up and return customers.  James Gallegos the co-owner of Cantina Deliciosa already had a FaceBook page https://www.facebook.com/cantina.deliciosa?ref=br_tf and was doing daily emails to his mailing list.

Now James understood the benefits of using Social Networking, to help market his great products, but he is a restaurant owner, not a Computer Geek, and he wasn't reaching out as much as he wanted and he wants eventually to grow into more than just food courts.

As a regular customer we managed to talk about what we do at O4BO and eventually we convinced him that we could help him reach a bigger audience at a cost much lower than other forms of advertising.  The Makati business district is covered by many 40+ story office buildings with thousands of potential customers, many of which are computer literate and active on the social networks beyond FaceBook including LinkedIn, Pinterest, Twitter, and others.  We are going to work with him as we do with our other subscribers and leverage tools like his web site, web content management, CRM and a Portal without him having to buy a computer or install software all for less than a daily burrito!

Welcome aboard James, stand back we don't know how big this is going to get.

Thursday, January 16, 2014

Magandang serbisyo sa customer ay tulad ng pornograpiya

Nabasa ko na ito ay mahirap upang tukuyin ang Pornograpiya, ngunit "Alam ko na kapag nakita ko ito" Sa tingin ko ay maaaring  pareho para sa Customer Service. Hindi ko ma-maipaliwanag"Magandang Customer Service" ngunit Alam ko kapag nakita ko ito. Sa tingin ko na ang mga kaparehong Hindi ko maipaliwanag "Bad Customer Service" ngunit malalaman kung kailan ito nakikita.

Kamakailan, nagkaroon ako ng isang sitwasyon kung saan nagbayad ako ng bill, ngunit kapag ginawa ko, ang pagbabayad sa kumpanya na ito ay nai-post sa maling account. Nagkaroon na ako ng maraming account at hindi ko malaman na ang pagbabayad ay nai-post sa maling account hanggang sa susunod na buwan kapag ang isang account ay overpaid at ang iba pang mga noon ay lagpas na sa takdang at isang tawag mula sa kanilang mga "Customer Service" Nakatanggap ako ng pagtatanong kapag gagawin ko ang pagbabayad.

Sinabi ko sa kanila na ako ay nabayaran, at habang ako ay nagkaroon sa telepono ko-log in sa web site at naka-check sa aking mga account at nakita ang problema. Sinabi ko sa kanya ay nagkaroon ako ng balanse ng credit sa isang account at maaari ko bang ilipat ang balanse ng iyong credit sa iba pang mga lagpas na sa takdang account. "Kapag kayo ay mamamalagi ang bayaran" ay ang tugon, tulad siya ay hindi kahit nakikinig. Sinabi ko sa kanya Gusto ko pumunta sa store at sinabi niya, "Kailan?" at sinabi ko "Ngayon" upang bigyan sya ng dahilan kahit hindi nakikinig. Upang maging patas Ako ay nakakakuha ng lahat ng uri ng dahilan at marahil ay sinanay nya upang hindi kahit na makinig  ay nakakakuha siya ...

Kaya nagpunta ako sa tindahan ng serbisyo sa customer at nakakuha ng isang numero at naghintay. Kapag ito ay ang aking pagliko Nagbigay ako ng mga "customer service" rep, parehong ang mga pahayag ng account, na ipinapakita ang balanse ng iyong credit sa isa at ang nakaraan dahil sa kabilang at tinanong, "maaari ko bang ilipat ang balanse ng credit sa nakalipas  na account?" "Hindi posible" ay ang tugon. Kaya't sinabi ko, "Ok maaari kong makakuha ng refund sa overpayment" "Hindi maaari, maaari mong ubusin ang balanse ng credit ngunit hindi namin ipoproseso ang isang balik-bayad maliban kung isasara mo ang account ng balanseng credit" "Kaya hindi mo o hindi maitatama ang isang pagkakamali? " "Gumawa kami ng walang pagkakamali" sinabi ko "na rin Hindi ko ma-patunayan ito, ngunit kapag ginawa ko ang pagbabayad ipinapalagay ko ang klerk ay tumingin sa akin sa pamamagitan ng pangalan, natagpuan ng isang account at naka-post ang pagbabayad. Hindi ko ma-patunayan ito ngunit sa tingin ko ay kung ano ang nangyari . " "Iyon ay hindi ang aming mga kasalanan."

Ang halaga ay hindi mahalaga, $ 30 lang kaya binayaran ko ito at kumonsumo ang overpayment at ako ay gumawa ng mga pagbabayad nang direkta mula sa bangko sa on-line kaya walang pantaong serbisyo sa customer rep ay maaaring "hindi makagawa ng isang pagkakamali".

Hindi ko ma tukuyin ang hindi magandang serbisyo sa customer, pero alam ko kapag nakita ko ito at ito ay sigurado.

Kami sa O4BO naniniwala sa "Magandang Customer Service" at ituturing namin ang lahat ng aming mga customer na may paggalang at huwag iwasan ang magandang serbisyo sa customer sa pamamagitan ng pag-claim ng isang problema ay hindi ang aming kasalanan. Kung ang isang customer ay may isang problema, trabaho namin ay upang subukan upang makahanap ng sulosyon kahit anong klaseng problema.

Wednesday, January 15, 2014

Good customer service is like porn

I have read that it is difficult to define Pornography, but "I know it when I see it"  I think the same can be said for Customer Service.  I cannot define "Good Customer Service" but I know it when I see it.  I think that similarly I cannot define "Bad Customer Service" but I know it when I see it as well.

Recently, I had a situation where I paid a bill, but when I did, the payment to this company was posted to the wrong account.  I had several accounts and I didn't figure out that the payment was posted to the wrong account until the next month when one account was overpaid and the other was past due and I got a call from their "Customer Service" asking when I would pay.

I told them that I had paid, and while I had her on the phone I logged into the web site and checked my accounts and saw the problem.  I told her I had a credit balance on one account and could I transfer the credit balance to the other past due account.  "When are you going to pay" was the response, like she wasn't even listening.  I told her I would go to the store and she said, "When?" and I said "Today" to give up since she wasn't even listening.  To be fair I am so sure she gets all kinds of excuses and is probably trained to not even listen to the crap she gets...

So I went to the store customer service and got a number and waited.  When it was my turn I gave the "customer service" rep, both account statements, showing the credit balance on one and the past due on the other and asked, "can I transfer the credit balance to the past due account?"  "Not possible" was the response.  So I said, "Ok can I get a refund on the overpayment"  "Not possible, you can consume the credit balance but we won't process a refund unless you close the account with a credit balance"  "So you won't or can't correct a mistake?"  "we made no mistake"  I said "well I cannot prove it, but when I made the payment I assume the clerk looked me up by name, found an account and posted the payment.  I cannot prove it but I think that is what happened."  "That's not our fault."

The amount was trivial, just $30 so I paid it and will consume the overpayment and I will make the payments directly from the bank on-line so no human customer service rep can "not make a mistake".

I cannot define bad customer service, but I know it when I see it and this was definitely it.

We at O4BO believe in "Good Customer Service" and we treat all our customers with respect and do not avoid good customer service by claiming a problem is not our fault.  If a customer has a problem, our job is to try to find a solution, no matter how the problem came about.