Good day everyone!  I'm Jeff Marquis at the business desk and on this very pleasant summer afternoon, I'd like to identify some companies that are not really paying attention to the type of customer service that they're presently offering to their customers.

Too many companies are guilty of poor customer service and they still don't seem to get it!  In a world where consumers can still have the choice of taking or leaving the type of service that they receive, over 95% of customers are deliberately choosing to take their business to those companies that go out of their way to show that they care.  Believe it or not, customers always remember the bad service that they receive and don't under estimate this for one minute.  So many times we've seen where bad customer service has hurt good companies because a few customers were not treated appropriately and they went around spreading their experiences by word of mouth.  It does not matter whether or not the customer is right:  In the 1980s IBM used to tell its employees and in fact they used to drum it into their employees' heads that the customer was always right but sad to say in today's world IBM often seems to forget what they preached in the 80s. 

Based on hundreds of emails that we continue to receive each week, we're going to identify a few companies that are very guilty of bad customer service and we sincerely hope that they take the time to listen in for if they don't, it will soon start to affect their bottom lines.

First, Double Day.  A very reputable book club but within the last few years this company has been employing lots of bullying tactics to force their customers to buy their books.  They don't tell or fully explain how the ordering process works and when customers return books because they don't want them even if these books have not been opened, Double Day has the audacity to charge the customer a processing fee and even if it is clear that the customer is in the right, Double Day has been sending nasty notes threatening to take the customer to court or send a collection agency after them.  We have received hundreds of notes over the past year  from very irate customers telling us that they will never order books again from Double Day because Double Day is threatening to take them to court over books that they never ordered and guess what the sums of money involve?  A measly sum ranging anywhere from about $30 to $60. 

Shame on you Double Day!  Quit playing the big bad bully and start paying attention to what your customers are saying.

Second, Nerds On Site.  We continue to receive a constant string of complaints about this company.  In this case, the technical services being offered is less than satisfactory because Nerds On Site continues to send out technicians who are inexperienced, ill equipped to deal with simple technical problems, and above all, Nerds on Site does not seem to really care.  What we're hearing here is that nerds On Site is very eager to please but their technicians don't seem to be able to come up to mark and when they make a goof Nerds On Site leaves their customer hanging choosing instead to duck out of their responsibility to reimburse the customer for damages and time lost.

Third, Telehop Communications.  According to a mounting pile of complaints on our desk, a company that is nothing but a scoundrel when it comes to providing adequate customer support.  Telehop Communication's advertising is false because they don't fully explain the terms and conditions of their contracts, they provide poor long distance service to their customers, and their customer support team simply sucks because they don't speak English very well and they don't seem to understand what or how to do it when customers phone with technical problems.

To these three companies, if you care then you will take action.  Don't wait till it's way too late.

 

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At the business desk, I'm Jeff N Marquis wishing you a hot summer's weekend.