Mary Schmidt Marketing Troubleshooter

Funny how timing kicks in sometimes. I’m working with Bruce Fryer in a cool start-up and he has the crazy old-fashioned idea that we will have live people answering the phone! And, they’ll be located in the U.S! Then, just as I got off the phone with Bruce, an email pops up from a friend of mine, Mary (aka the “good” Mary), complete with a link to Maria’s Customers Are Always blog (which she found all on her own, no prompting from me.)

I think you should write about one of the basics of business: the ability of a customer to get a live person on the phone to attempt to fix a problem. Or in the case of Netflix — to even be able to find a phone number or the customer service e-mail. It’s truly maddening. I know they’re web based and all, but this is ridiculous. See related blog. (Netflix vs Blockbuster)

It seems like such a petty thing to whine about, but it’s nice when I pay a vendor every month for them to at least attempt to make themselves available to provide the service promised to me!

Mary then sent me this follow-on email, summing it all up:

One of the basics of running a business is giving customers a way to contact you if there are problems. Netflix’s approach is to keep their e-mail address and phone number closely-held secrets. For example, if you receive a broken DVD in the mail (which has happens every few months), there is nothing that can be done if you have no internet access at home. Even on-line, trying to send an e-mail to report a problem is time-consuming. Any business needs a “feedback loop,” Netflix included.

Hello??? Netflix – are you listening? That timing thing again – I was just going to sign up with you and then I got my friend’s note. So, I threw your glossy direct mail stuff in the trash. I’ll be sticking with Blockbuster, the local library and the supermarket. I’ve got enough aggravation in my life already, thank you.

Related Posts:
Customers are Soooo Inconvenient!
“Danger! Will Robinson, Danger!”
Customers – Service Vs. Processing

Tags: Blockbuster, Netflix, marketing troubleshooting, customer service