Pet Peeve #1: Mass Mail & Cold Calling

Seriously Naomi Mc Laughlan

Don’t shoot out mass mail or even dare to call someone up, pretending to care, but failing to do your homework!

I HATE receiving phone calls from businesses who couldn’t care less about me, pretending that they ‘want to offer THE Solution, Best Price or Whatever else’.

Yet, they have not even taken the time to look up my website to see what I offer, so whether they try to sell me actually makes kinda sense or not.

Like today, where I was called about a the newest, best, solution in the market to reach people via mobile phone technology gadget…who would have thought…

And then the Gal curiously asked me what I offer??? What??? So she is telling me that the gadget is the best solution, yet has no clue what I sell or to whom…MMMMMMHHHHH. So how come she thinks that her gadget could be any good for my business or my marketing at all???

Let me break it to you Sis / Bro:

“YOU ARE INVADING MY PRIVACY AND WASTING MY GREATEST ASSET: TIME!!!”

People… Really????Angry Naomi Mc Laughlan

If you use cold calling or bulk mailings as part of your strategy; DO YOUR HOMEWORK FIRST!

Who are you calling & Why – Why should they care, if you don’t???

Gosh!!!

Also, your gadget, product or service is NOT for everyone!

Not everyone likes apples, although they may be juicy and healthy!

Not everyone can or want to afford your coaching service, although you may be an awesome coach!

Not everyone wants a new jacket, because they may love their old one, even if it has holes!

Yes, Consumers consume – But they have to have a Need or Want!

Just because you are calling, texting or littering their mailbox with flyers, does not mean that these potential clients or customers need or want what you have to sell!

End of story!

 

All the Best,

Naomi xxx

P.S.: What do you hate most about unsolicited mail, texts or calls? Leave me your comments below!

P.P.S: Need help creating a compelling message, offer an outstanding service and products at an amazing price, I am happy to assist you!

Book Your First Business or Multimedia Marketing Strategy Session today!

 

Customer SERVICE Lessons to be learned from the #UnitedAirlinesAssault

#UnitedAirlinesAssault

Without exaggerating it brought tears to my eyes when I initially saw the video of the elderly men being dragged through the airplane, while bleeding from his mouth and screaming. The violence in the scene is extremely saddening!

How can a PAYING CUSTOMER be treated in this manner? What was his offence? Having bought a ticket from United Airlines, all he wanted to do was to take the flight he booked and payed for, right?!

Also, after reading up on the story and finding out that he is a doctor who explained that he needs to see patients the next day, therefore cannot be late for work and refused to VOLUNTEER to leave the OVERBOOKED plane, I was even more shocked about the entire incident.


So what Customer Service lessons can be learned from the #UnitedAirlinesAssault ?

  1. OVERBOOKING a plane is BAD FOR BUSINESS, as it will (always) leave somebody behind – a paying customer who will think twice of choosing the company again!
  2. ASKING FOR VOLUNTEERS to leave the plane is ALSO BAD FOR BUSINESS, as customers expect the service to be completed not to be asked to stay back!
  3. VIOLENTLY FORCING A PAYING CUSTOMER OF A PLANE, to allow personnel to take the freed-up seats is REALLY, REALLY BAD FOR BUSINESS, as the world is watching and reacting to it (e.g. #Shitstorm #UnitedAirlinesMottos)!!!
  4. LACK OF EMPATHY FOR A VIOLENT INCIDENT, is BAD FOR BUSINESS TOO! Even if a laaaaaaaate apology follows the initial ‘not our fault’ statement!

Dear United Airlines,

Would it have been possible to book seats for personnel initially, to avoid this situation in the first place?

Would it have been possible to book a ticket for the VOLUNTEERS or personnel on another airline, so that the passengers / personnel would arrive at their destination still on time?

Would it have been possible to NOT VIOLENTLY FORCE A PAYING CUSTOMER of the plane?


4 Customer Service quotes that may INSPIRE YOU #UnitedAirlines

“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.” – Richard Branson

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos

“Make the customer the hero of your story.” – Ann Handley

“Customers don’t expect you to be perfect. They DO expect you to fix things when they go wrong.” – Donald Porter

 

What did You think of the incident? Leave me your comments below.

All the Best,

Naomi xxx

P.S.: Treat ALL your Customers & Clients with RESPECT!

 

No Phone & No Refund!!! EBay & PayPal Error – Lesson in BAD CUSTOMER SERVICE

paypal-pending-until-error-no-money-no-phone-no-refund-naomi-mc-laughlan-screenshot

Let me tell you how I have received the MOST Outrages Customer Service EVER (by the way the issue is still not resolved, so I am warning every customer’s in good faith of purchasing something right now over both platforms!

I purchased a phone on the 15th February 2017, a seller refurbished LG G3, for my son for £105,99, via EBay. Although the phone was advertised as “Grade A -‘Great Working Condition’ – 12 Month Warranty – UK seller”, the Wi-Fi would not connect. I contacted the seller, requested a return due to the error, which he accepted and I send the phone back.

The return process seems to work all fine until then…

I waited for the refund…but nothing happened.

I contacted PayPal three times via phone, as well as via email and each time I was told that the refund is in process and I should receive my money back no later than the 1st March.

Today, I contacted PayPal once again, and was seriously asked by the advisor “So you NEED your money back?” Oh so is it wrong to want money back on a rightfully refunded item then???

The lady could give me no date, but shared with me that I am not the only customer waiting on a refund, as ALL refunds around the 15 February 2017 are put on hold or ‘Pending’ due to a technical issue, which may or may not be resolved soon. When I asked her for a specific date, I could expect my funds to be back in my account, she could not state a date, as she said she did not want to disappoint me.

OMG!!! Seriously?!! Customer Service at its finest!

I also contacted the seller today, but no response yet.

Next, I contacted EBay, only to be told by the customer advisor that there is not much they can do, as in their system the case is closed and I have received my refund on the 22nd. NOT!!! He actually gave me a Payment Transaction ID and asked me to contact PayPal again, so that they can help me ‘locate’ the refund in my account summary!!! Really? So all I need is a code and THEN I can SEE the transaction???

Nope, of cause not. Because there has NEVER been a REFUND! —PENDING UNTIL….

paypal-pending-until-error-no-money-no-phone-no-refund-naomi-mc-laughlan-screenshot-2-pending-until

If you run a business with such dreadful customer service, be advised; customers may WARN others about the really, really bad experience and may chose other service providers for their next transactions instead!!

Have you ever experienced any issues with EBay or PayPal, I am happy to hear about it, so leave me your comments below! If we don’t call out bad service, IT WILL NEVER CHANGE!!!

Will keep you updated.

Until then.

All the Best,

Naomi xxx