Targeted Email Address Lists

If you run or work for an internet-based business where most of your communication is handled via email, chat, or other electronic means would you be stumped if a customer wanted to talk to you fact to face? I am a customer of a large (perhaps the largest) travel-related on-line community. From this site, users can chat in forums, write reviews, and post lodging offerings for nearly any destination world-wide. I offer lodging and have a posting for my yoga retreat center on St. John. My targeted email address lists customers brought to my attention that the posting was located in an outdated area of the site. So I logged in follow the site’s process for moving the listing to the new location. The functionality on the site that was designed to allow me to move my listing on my own to the new location repeatedly gave me error messages that I tried in vain to resolve on my own. http://www.latestdatabase.com/wp-content/uploads/2014/12/2.png

Canadian Email Lists

After trying for about 30 minutes to find an FAQ for this error message and to ensure that this was not operator error – I decided to contact the site’s customer support. It may come as little surprise that I could locate neither an email, chat or phone number for this type of issue. So I contacted the forum support and was told that they could not help and did not know a phone number or email for tech support. This is probably the same old, same old story you’ve heard about user frustrations many times before. But the company happens to be just a few miles from my house, so I decided to drop by and see if armed with my print screens of the error message someone could help me. When I entered the building in an office park, 20 miles outside of Boston, I was greeted with a puzzled look by the receptionist. I asked to speak with someone about resolving a web error issue. She said I’d “have to email to have this resolved”. So I asked, “well since this is your only office, doesn’t the email just come to someone in this building?” “Well, yes,” the receptionist replied. I said that I was unable to locate an email for addressing this issue. She then was able to help by offering up the name (Heather) and email for the person whom I should email to resolve my issue. OK, this was progress, a person’s name. So naturally, I asked, “well is Heather working today?”. “Yes”, was the response. “Well can you see if she is available now or perhaps I can come back later since I have to go to the grocery store down the street?” The receptionist disappeared and when she came back she said Heather was in a meeting. So my natural follow up question was, “is there someone else whom I can speak with, perhaps Heather’s boss?” I was then told by the (almost) apologetic receptionist that everyone who could help me was in the same meeting with Heather and (un-embellished direct quote), “none of them will help you, they just won’t do something like that”. Having worked for years as an auditor and in various compliance capacities, I understand the need for protocols. And certainly I can appreciate liability risks that would arise from allowing a 5 foot tall woman in yoga clothes, drinking a green tea in off the street to have a 5 minute meeting with an analyst to look at some screen shots. However, my 15 years of corporate management experience leads a different conclusion that has nothing to do with risk management protocols: The company’s employees are constrained by practices and performance metrics related “closing tickets” such that they are unable to adapt to address any deviation from the normal problem-resolution process. As such, their unwillingness or (more likely) lack of skills that would allow employees of any level to adapt to a problem coming from an aberrant channel is in direct contradiction to their business mission of being an “adaptive, flexible travel information company”. Imagine if Heather had walked me back to her cubicle (or if for liability reasons she had brought her laptop out to the reception area) and trouble shot the problem on the spot…Imagine the accolades I’d have sent to her boss and the CEO about her adaptability and customer service orientation. But alas, that’s not what happened and my problem has still not been resolved after several emails back and forth with Heather. So my advice to to companies accustomed to minimal face to face interaction is as follows: 1. Every now and then invite a person with whom you correspond regularly via email out to lunch. Just so you don’t forget how to look your customers in the eye. 2. Establish a protocol for what to do if a customer shows up at your doorstep. At a minimum, have the receptionist get their contact information and have someone promptly call them back. At best, have the person who can best address their issue give them 15 minutes on the spot or agree to a scheduled phone call or appointment. 3. Consider inviting your local users/customers/vendors into your offices (even if it’s a home office) for a tour…people are curious what goes on behind the scenes and to put a face with the person behind the support@yourcompany.com email can do wonders for your edge on the competition. 4. Don’t ever tell a customer to leave your office and send an email if they want to communicate with you