Anyway – good tip about the zip instructions. I actually was asked to convert some rather large tiff’s into pngs or jpgs and then I compressed them to a zip file and emailed to my friend. He asked how he can view them.. and I mentioned that he had to unzip it first .. and then his first question was .. “Does it matter which USB port this memory stick zips into?”

We are all including myself are use to being lead or told what to do. We as readers appreciate it when we are told to go here and read this or go there and click this. It cuts down on the confusion and in my mind is customer service at its best.

Tell me what to do and I’ll do it. Great video and thanks for sharing it.

I’ve been having some challenges with a client about managing their expectations on a project, and what I’m taking away from your video is that it might be helpful to give more of a detailed explanation to them about what will happen one step down the road, 10 steps, 100 steps, etc… Even though this was all laid out in the original scope of the project, it makes sense to weave this into the day-to-day workings of the relationship.

Thanks as always for your insight! –Michelle

Very timely post!

People expect effective customer service, especially from digital providers! If you teach about deploying technology, your own company technology for customer service better work really well!!

Witness the withering feedback given below from “The Forum” at (Guru to the Guru’s) Rich Shefren’s recently launched “Founders Club” from his famous company Strategic Profits. Ouch!! I’m amazed that no one from the company is even monitoring this feedback.

Anybody else experiencing poor customer service from big name Internet Marketers who charge an arm and and a leg for their “programs”? It’s next to impossible to find genuine, unbiased (i.e., NOT from self-serving affiliates) reviews of these expensive products. No wonder the FTC is clamping down on these super-wealthy, snake oil salesmen. Their systems are optimized to take your money but sub-optimized to provide service once you have the goods!

Finally, ever tried to get your money back from a purportedly “100% risk-free guaranteed” program? It’s a total joke. One click to buy and weeks of unanswered e-mails that delay refunds as long as possible before being legally threatened.

Why is ethical internet marketing an oxymoron?? More power to Social Media to help spread the word and get rid of these slimes.

(Sorry for the rant! But I am so tired of being burned with loss of both dreams, money and time.)

– Carli

Morgan
# today, 02:51
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Have sent numerous support tickets and no reply, plus I see many peoples questions unanswered in this forum! where is the support? shame on you guys!, you offer such great quality content but poor support, is Strategic Profits having technical difficulties that they are not telling us about? if so keep us in the loop, no1 business rule, look after your customers with outstanding support! cant say that is happening at the moment.

Keep up the great quality content and step up the support!

Anybody else care to share?

Edited today, 02:56

Rick
# today, 03:21
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Agreed.

To me they seem to have way too many technical difficulties for a company coaching technology aspects of business. I feel doing so damages their credibility.

Like you I am frustrated with that. The quality of content is great, but their quality of execution stinks at time. Based on the quality of their materials, I expect much better quality on execution. I like what they are trying to do, but they need to try harder. Their (lack of) attention to detail is not consistent with the quality of info they provide.

It might have been Todd Brown that summed it up well on a recent Founders Club call (when I raised the issue): “we get these great ideas but we don’t think it through enough before we launch them”.

My experience is that these forum’s won’t get answers from Strategic Profits. Perhaps they were intended for Peer to peer help / masterminding re: content of the programs.

They only way I’ve reliably and more-or-less consistently gotten support from Strategic Profits (SP) is by submitting trouble tickets. I say “more or less” because time to respond varies considerably from ticket to ticket. I’ve gotten response as fast as under an hour and as slow as taking a few days on original opening of ticket, as fast as within 24 hours on follow-up comments to already open tickets, as slow as 2-3 weeks on follow-up comments to open tickets. To me the most frustrating scenarios have been when I get a response like “it should be fixed within 1-2 days” and a week later it’s still broken. Over promise and under deliver is not a recipe for customer satisfaction.

I’m also posting those issues in these forums not to get answers from SP, but to 1. try to learn how widespread the problems are (am I the only person experiencing problem x, do others have a workaround), 2. to lead by example encouraging others to use the support system to report any and all problems, and 3. to use the forums as another venue to keep up the pressure on SP to get their act together.

I really want SP to succeed, I really like their content, but at some point their quality problems are going to drive away business (if that’s not already happening).

Your comments reminded me too that people learn in different ways. Some like video, some like to read, some like to listen to plain audio. If there was a sign that listed directions and showed a process diagram along with the person that you talked to maybe the problem could have been avoided.

I will work to take your advice to not only explain in detail but to use different media, too.

Love you & your content!

Jim

One funny thing about it though… I created a “Rules Before Registering” link found on the registration page and people were enrolling but not reading it, so I then changed the title to “Rules Before Registering – Please Read” and people enrolled but only 2 people read it. And my web designer said “be careful, the one sure way to get people to NOT read it is to say “please read”. LOL!! So then I decided maybe the “rules” was bugging them so I changed the name to “Before Registering – Please Read” and I put a link to it somewhere else with a lighthearted comment about reading it. Hopefully that will work, because the few issues my Alpha group have had with my system are all covered on that page! But I’ll keep trying to give them info anyway cuz I’m the person who has a lot of questions on other people’s sites and I’m always wishing I had more info! Yvonne