Comments on: Does Your Business Have the Support It Needs?

By: Calvin Froedge

Calvin Froedge — Tue, 04 Nov 2008 03:08:31 +0000

Right on. Companies don’t realize that support is as much selling as the actual salespeople are. Bad support leads people to going somewhere else.

By: Halloween Linkswitch: Graphic Design And Small Business Treats | michellediva.com

Mon, 03 Nov 2008 19:18:16 +0000

[...] Does your business have the support it needs? Good question! Sonia wrote a killer post on the topic at Remarkable Communication. [...]

By: thinkerpool.com: » Halloween Linkswitch: Graphic Design And Small Business Treats

Fri, 31 Oct 2008 23:05:31 +0000

[...] Does your business have the support it needs? Good question! Sonia wrote a killer post on the topic at Remarkable Communication. [...]

By: Linkswitch: Graphic Design And Small Business Owners Edition - FreelanceSwitch - The Freelance Blog

Fri, 31 Oct 2008 22:33:47 +0000

[...] Does your business have the support it needs? Good question! Sonia wrote a killer post on the topic at Remarkable Communication. [...]

By: Nick Bush

Nick Bush — Mon, 06 Oct 2008 12:32:29 +0000

Great post and absolutely agree with your comment that support is not seen as a valuable asset in marketing to customers or, if it is, then companies don’t back the statement up with actions in terms of budgeting, reward, recognition etc.

And even more tellingly companies rarely recognise that support ‘problems’ are caused by decisions and actions elsewhere in the value chain.

Nick Bushs last blog post..Could you stop using e-mail?

By: Stephen Hopson

Stephen Hopson — Fri, 03 Oct 2008 18:09:03 +0000

Boy, you hit it on the nail with this one…….

Having excellent support staff is incredibly important, especially where hosting services are concerned, for example.

I’ve been through maybe 4 or 5 of them – the sad thing about that is there’s nothing unusual about that. Many of them suck, which puzzles me. Why would anyone want to go into business and then give poor aftermarket services? I just don’t get it.

Well, let me tell you that if you or anyone else is ever looking for a hosting server that gives fantastic (and I mean FANTASTIC) support service, be sure to look up THC (Top Hosting Center). They’re based in Canada and while they’re aren’t perfect (servers have gone down at a number of inopportune times), they communicate lightening fast with their customers, keeping them informed throughout.

Great article, as usual!

By: Sonia Simone

Sonia Simone — Fri, 03 Oct 2008 02:39:38 +0000

Yeah, there are a lot of companies that feel that way. Not only is it lousy PR, it’s also really expensive. It’s much cheaper to keep your customers than to go hunt down new ones.

James Hipkin (he’s right there, in the comment directly over yours, in fact) talks about this quite a bit on his blog http://hip-shots.com/, which you all should go check out.

By: Jamie

Jamie — Fri, 03 Oct 2008 01:53:48 +0000

“Great support people want to find a great company to get married to. Make room for that.”

Awesome point, and I would also argue that you could remove “great support people” and replace it with “consumers” and it would still hold true. As a consumer, I love it when I find a company that, for whatever reason, I find a company that I can buy from without thinking too much about it. Apple comes to mind.

I used to work for a satellite company, and there attitude to existing customers and support was “screw ;em, they’re on contract. Get new customers and sign them up.” I never could understand that.

Jamies last blog post..When Your Wife Has Cut Off Your Balls

By: James

James — Thu, 02 Oct 2008 14:07:40 +0000

The fifth Relationship Marketing Principle is, “The second most crucial time is when the relationship is at risk.”

An excellent reminder. Loyal customers will get a business through challenging economic times more efficiently than most other marketing activities.

Jamess last blog post..What Can a Marketer do in a Challenging Economy

By: Jamie Simmerman

Jamie Simmerman — Wed, 01 Oct 2008 14:23:11 +0000

Wonderful post Sonia, love the picture, too! Jamie Simmermans last blog post..Pick the Brain of Harrison McLeod of Men With Pens