Comments on: What Customer Service Can Learn From Vanilla Ice

By: Justin Premick

Justin Premick — Wed, 24 Mar 2010 00:56:34 +0000

Tamarisk,

Thanks for the AWeber shout-out! Very glad to know you're thrilled with your experience with us.

DJ,

Thanks for the heads-up on Tamarisk's comment, dude. Much appreciated.

By: DJ Waldow

DJ Waldow — Mon, 22 Mar 2010 03:18:09 +0000

Tamarik!

Love the guys at Aweber for sure. Justin Premick there is good friend and colleague. What's funny (ironic?) is that you even mentioned them. I work for another Email Service Provider - Blue Sky Factory. We sometimes bump into them in competitive situations. I've forwarded your comments along to Justin. Very cool of you to share.

Thanks again for stopping by and commenting!

dj

By: Tamarisk

Tamarisk — Mon, 22 Mar 2010 00:35:01 +0000

Some comedian once said that American's get better customer service because everyone has guns. Whatever…it seems to be working for you guys. I'm writing this from London where which ever major company you call to get help the only way you can get them to do anything is to threaten to leave. You have to go nuclear from the off. It's lame-o.

I signed up have Aweber be my newsletter provider. Please note that they are an American company! They made an international phone call to my cell just to say thanks for signing up. Look how much I love them, I commenting about it in a blog post! All they did was call and say “thanks for giving us your money” and I'm falling over myself to tell people about it. Details…its all in the details!

By: DJ Waldow

DJ Waldow — Thu, 11 Mar 2010 22:44:08 +0000

Do it! Now.

By: Kristen Gregory

Kristen Gregory — Thu, 11 Mar 2010 21:49:42 +0000

There is a video of me doing karaoke to this song somewhere on my cruise last year. I might send to you. Maybe.

By: DJ Waldow

DJ Waldow — Thu, 11 Mar 2010 18:28:17 +0000

Lance – Excellent point about setting expectations. We talk about that all the time in email marketing. All. The. Time.

Thanks for dropping by…

By: Lance

Lance — Thu, 11 Mar 2010 11:21:28 +0000

As a company owner, I believe in setting the expectation right with my customers. I'm not a god who can solve all my customers' problems but I do tell them (as well as my people) that we will do everything we can to alleviate the situation. And we really do. They usually end up pretty happy after that.

By: sue_anne

sue_anne — Thu, 11 Mar 2010 10:04:31 +0000

I had seen it earlier today and actually just made a comment on it. Like I say in my comment, I think it comes down to an infrastructure problem. Are the different “customer facing” groups communicating with each other and using the same tools or are they all in different departments and doing different things?

By: DJ Waldow

DJ Waldow — Thu, 11 Mar 2010 09:52:36 +0000

Nice. Watching vid now. Classic. Thanks for sharing your story with Network Solutions. I'd love to hear if/how they figure out how to “connect the dots.” Did you see Amber's post on that subject? http://altitudebranding.com/2010/03/the-dots-ne...

By: sue_anne

sue_anne — Thu, 11 Mar 2010 06:11:12 +0000

If you haven't already, you have to check out Jedward:
http://www.youtube.com/watch?v=hbAukTboPMY ... How they got Vanilla Ice to agree to be involved, I'm still not sure.

As far as customer service, I've been finding similar things with Network Solutions ... although they need more coordination between the people that answer their phones and respond to Twitter / email. We are in the process of installing a Wordpress backend for part of our web site, and we've run into several issues along the way. For the most part, Network Solutions has been very help and willing to look into the situation. But, they've also been very open when saying that they can't fix certain problems.