I normally don't use my blog to vent. And I don't think that I'm venting so much as commenting. Usually if you vent you're mad about something. And right now I'm not mad, I'm just confused.
I'm confused at to what is happening to manners, courtesy, and customer service when it comes to operating an online business. It seems to me that today there are a lot of businesses that operate online who seem to think they don't need customers. Who seem to think if they offend a customer here and there, or don't answer a customer email, well hey, it doesn't matter because there are so many other customers available to them. Excuse me?
I grew up with parents who operated two different businesses in their working life. I myself am now on my second business. And before I opened either of my businesses I spent 20 years in customer service related jobs. I was taught the customer is always right. Even when they aren't! BECAUSE...hello you online businesses who don't seem to give a fig about customer service? Where are you without customers? And people may forget who you are if you give them good service. But believe me they wont' forget you if you give bad service.
I am appalled at the businesses who do not answer a simple customer email or if they do answer seem to have a markedly lack of concern. And how do I know this? Because I am that customer. Just because I run my own business does not mean I am not a customer at other businesses. And also because I receive emails from customers who say, thank you for being someone who answered my email, my question, my request. When someone is surprised to receive something I feel should be normal standard operating procedures for a business, then there is something not right.
As much as I love a lot of aspects of our technology, there is a lot that saddens me about it because I think it causes us to lose in other ways. Like manners, common courtesy and decent customer service.