A suggestion to Telkom – give people free usage of phones and internet based on how much they’ve been messed around by our Proudly South African company (well, they ARE the BEST fixed-line operator in South Africa…). After Typepad’s lack of good service during the last few weeks (Mike told me this morning that Missing Link were having Typepad problems) they’ve done exactly that.
How to generate goodwill after bad service
As far as I remember (look, it was early :)), I mentioned that some TypePad users had had problems, but I think Rich…! and the lads are quite happy. Sorry for the confusion!
Hey, I don’t really care about the accuracy of what you said, I just wanted the chance to drop his name in here casually. And you’ve ruined it…*sniff*
I like this story. Today, I was on a workshop with Pete Laburn, one of our associates. he told the story of a company that committed itself to being customer focussed.
The consultant assisting them asked how customer focused they were prepared to be. After pushing them hard on this, they agreed to add the following line to their invoices:
“This is the value we think we have added to your company. If you don’t agree with our assessment, please simply deduct the amount you believe we have overcharged you, pay the resultant figure and we will consider this settled in full.”
It’s dangerous, and it will be abused by some. But it feels worth it for me. It kind of makes the relationship between client and company that much more “intimate”.
Pete, if you check the blog comments, please give us the details…
Yeah, we’re okay with typepad, except for the fact that the first time I heard about this offer was hear, either way though, it’s very cool.
Only problem is that it’s often not about the money, I’d rather pay three times what they’re offering if they’d only sort out their comment spam systems…!