Customer service that is... Did you just fall off your chair? Send me the Emergency Room bill... (please don't really... I'm broke...). Not sure there is a provision in your policy for "Blog Reading Induced Trauma"...
Let me tell you my little fairytale of great customer service thanks to a damsel named Jacqueline (let's call her Jacky..). As many of you coming got my blog might has seen, I have a "widget" on my site called LIJIT... It's allows users to search on everything DEW. You can my TWITTERS, my LinkedIn, and everything in between...
YAY! Search to your heart's content... (not much to find out)
A few days ago, I deleted the widget off my blog... I didn't see the value... Not mad about it. I thought the technology was cool, but it just took up space. WELL... a few hours ago I get an email from Jacky:
Hello and good afternoon. I want to begin by telling you that I really like your caption under your blog title, “Adversity causes some me to break; others to break records.” Truly inspiring!
I am writing you today on behalf of Lijit in order to ask you why you made the decision to remove the Lijit search application from your blog? As a growing company, it is almost more important to understand why our users uninstall than why they install in the first place. Any feedback that you can provide me with would be most helpful in order to understand how to better serve our users. Personally, I feel that adding the Lijit search application will only add value to your blog.
Please feel free to contact me directly with any questions, comments, and or concerns you may have. Also, be sure to let me know what I can do in order to help you reinstall. Lijit wants to be an advocate for you, the publisher, and provide as much value possible with our search widget.
Thank you and I look forward to speaking with you in the near future. I hope you are having a wonderful afternoon!
Jacqueline Malan Community Catalyst
lijit networks, inc. 1050 Walnut St., Suite 340 Boulder, CO 80302 303.493.5490 x472 direct 303.493.5495 fax www.lijit.com
To which I replied:
WOW! What an impressive email. I feel well taken care of. Long story short. I don't really know how to use it properly...
To which she replied:
Good afternoon! Thank you for your email.
I wanted to tell you that you can go to our Lijit homepage. We have a help section that provides information about Lijit and how to get the most value out of your search widget. You can also try our widget on our company blog.
Please let me know if this helps you understand Lijit and our value more clearly.
Thank you, Jacky for giving me hope in humanity:
- A hope that not every support person in the world is dialing in to me from India...
- A hope that I don't need to threaten suicide bombing to return my unsupported purchases...
- A hope that someone cares enough about their product to care when I turn them off...
Kudos, Jacky! You have given me something to write about and more importantly a classic example of what great service feels like. THANKS!
---------- (By the way, I am believer in Brad Feld investments... My brother has partnered with him on the EventVue Web 2.0 startup that is changing the social aspects of conferences all over the world...)