• Do you provide ‘decent’ customer service?

    21 Jul 2008

    I’ve experienced two things in the past week that have reminded me that it doesn’t take much to really tick off your customers with bad customer (no) service.

    1) I ordered some automotive parts 2 weeks ago. Needed them by this past weekend. Never received them. The vendor claimed that UPS lost the package…come to find out the package was apparently addressed to someone else. [don’t know for sure since I still haven’t received it!]. Lots of finger pointing and nothing that could be done. Not even the willingness to overnight me what I needed. I didn’t ask for any of these problems yet I’m the one that had to deal with someone else’s issues.

    2) Took my new vehicle in for warranty service at CarMax – you know the people with the motto “The way car buying should be.” Told them the exact issues and the exact solutions. The first issue they didn’t trust what I was telling them. Said that the dealer would have to diagnose it. Got a call later that day from the service advisor telling me the dealer said I should come work for them…I knew exactly what the problem was. Uh, yeah, that’s why I told them in the first place. It only took me 3 minutes to find the problem/solution on the Web. With the second problem, they said they fixed it. They didn’t. I now have to take it back and waste at least 2 hours of my time dropping it off and picking it up.

    Moral of the story:
    If you want to really stand out in your business, it’s simple: do what’s expected. You don’t even have to go above and beyond these days…just do the basics. Sad but true.

Resources

view all

Client Testimonials

“A business associate referred our company to Principle Logic when we were seeking a resource to perform vulnerability /penetration testing for our external and internal networks. We found Kevin Beaver to be professional, well informed, and easy to work with. His testing did not disrupt our networks, and his progress updates were timely.

His final report was very thorough and included security recommendations for our network environment. The executive leadership was so impressed with Kevin’s security expertise, they have extended their agreement to continue to perform periodic testing. We highly recommend Kevin Beaver and Principle Logic as a resource for network security testing.”

(IT managed services firm)
Read More

 

I’ve written/co-written 12 books on information security including:

 

Tags

application security appsec basics books careers censorship CISO CISSP cities compliance coronavirus covid-19 cybersecurity data breaches hacking Hacking For Dummies heads in sand health incident response information risk keynote speaker leadership macOS networked cameras passwords patching racing resilience Russian hacking SDLC security culture security leadership security program management security speaker selling security social engineering speaking engagements spec miata sql injection tiktok time management training vulnerability and penetration testing web security

© Copyright 2001-present, Principle Logic, LLC - All Rights Reserved.

For your convenience I accept