Customer service & emotional bank accounts

Brian McElroy · 09-08-2008, 12:56 PM

Hi folks,

A few notes from having run a help desk for a while now...

I receive a few inquiries per week. Surprisingly manageable...
so I just take care of it myself.

Some people are incredible... they submit a ticket to let me
know that something is wrong with a site, someone has
posted a link to my product, or something of that nature.
They're just helping out.

Even when there is a problem (i.e. missing download link,
not redirected to product, or whatever), some people submit
kind, understanding, positive tickets.

Those people essentially make a deposit with me... and the
next time they contact me, they're MUCH more likely to get
extra help, a favorable reply, or whatever it is they want!

On the other hand... some people are pretty rude when
submitting tickets.

It's understandable, to an extent... after all, something's
wrong!

But a negative ticket makes a withdrawal... and that's
something you don't easily forget.

I've received emails and support tickets from the whole
spectrum of internet marketers... and I don't believe I've
EVER had a "negative" ticket from a successful marketer.

And if you ask me... that's because the more "deposits"
you make... the better off you'll be.

All success,
Brian

Angela V. Edwards · 09-08-2008, 12:59 PM

I've heard that metaphor described for healthy marriages. When dealing with people, this is a very good thing to remember.

Brian McElroy · 09-08-2008, 01:02 PM

I think reading Stephen Covey's "7 Habits" book made me think
of it... he speaks a lot about marriage and family life in that book.

Ronnie Nijmeh · 09-08-2008, 01:11 PM

Wow, great post Brian! That's absolutely true. If we're all a bit more patient and deposit a little more in all of our "bank accounts", we'd all be the more richer.

Ronnie

p.s. You've got some awesome customers!

Brian McElroy · 09-08-2008, 01:12 PM

Yes, I do have some great customers... it works the other way around, too!

Michael Chris · 09-08-2008, 01:20 PM

Interesting take on it.

Unfortunately, the true colors of people often come out online. The can hide behind their computer and it is not like face to face communication where they might consider their words more carefully.

The people who are nice and helpful in real life are often just as nice online. However, the people who behave badly in the real world are often much worse online. It's the wild west.

Just think of them as at a bad spot in life... hopefully they will get to a better spot. Maybe they don't like themselves very much or they are going through something and they just don't know how to deal with it, so they lash out at unrelated people. (Transference.)

-Michael

Ilya Feynberg · 09-08-2008, 01:20 PM

Love the way you put it Brian!

I'm the same way although I've never thought of putting into words the way you did. Hmmm...maybe I should put that in my FAQ support

09-08-2008, 12:56 PM	#1
Brian McElroy Copy Daddy War Room Member Join Date: Jan 2007 Location: Miami, FL Posts: 1,964 Thanks: 86 Thanked 197 Times in 56 Posts Social Networking	Customer service & emotional bank accounts Hi folks, A few notes from having run a help desk for a while now... I receive a few inquiries per week. Surprisingly manageable... so I just take care of it myself. Some people are incredible... they submit a ticket to let me know that something is wrong with a site, someone has posted a link to my product, or something of that nature. They're just helping out. Even when there is a problem (i.e. missing download link, not redirected to product, or whatever), some people submit kind, understanding, positive tickets. Those people essentially make a deposit with me... and the next time they contact me, they're MUCH more likely to get extra help, a favorable reply, or whatever it is they want! On the other hand... some people are pretty rude when submitting tickets. It's understandable, to an extent... after all, something's wrong! But a negative ticket makes a withdrawal... and that's something you don't easily forget. I've received emails and support tickets from the whole spectrum of internet marketers... and I don't believe I've EVER had a "negative" ticket from a successful marketer. And if you ask me... that's because the more "deposits" you make... the better off you'll be. All success, Brian
	*Discover How A 23 Year-Old Volunteer Learned HTML By Candlelight... And Accidently Created A Multiple Six-Figure Empire... In Less Than 2 Years!*

09-08-2008, 12:59 PM	#2
Angela V. Edwards Angela from Aberdeen War Room Member Join Date: Apr 2007 Location: Aberdeen, WA USA. Posts: 3,973 Blog Entries: 3 Thanks: 22 Thanked 553 Times in 199 Posts Social Networking	Re: Customer service & emotional bank accounts I've heard that metaphor described for healthy marriages. When dealing with people, this is a very good thing to remember.
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09-08-2008, 01:02 PM	#3
Brian McElroy Copy Daddy War Room Member Join Date: Jan 2007 Location: Miami, FL Posts: 1,964 Thanks: 86 Thanked 197 Times in 56 Posts Social Networking	Re: Customer service & emotional bank accounts I think reading Stephen Covey's "7 Habits" book made me think of it... he speaks a lot about marriage and family life in that book.
	*Discover How A 23 Year-Old Volunteer Learned HTML By Candlelight... And Accidently Created A Multiple Six-Figure Empire... In Less Than 2 Years!*

09-08-2008, 01:11 PM	#4
Ronnie Nijmeh The PLR Guy War Room Member Join Date: Jun 2006 Location: Toronto, Ontario Posts: 468 Thanks: 147 Thanked 81 Times in 43 Posts Social Networking	Re: Customer service & emotional bank accounts Wow, great post Brian! That's absolutely true. If we're all a bit more patient and deposit a little more in all of our "bank accounts", we'd all be the more richer. Ronnie p.s. You've got some awesome customers!
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09-08-2008, 01:12 PM	#5
Brian McElroy Copy Daddy War Room Member Join Date: Jan 2007 Location: Miami, FL Posts: 1,964 Thanks: 86 Thanked 197 Times in 56 Posts Social Networking	Re: Customer service & emotional bank accounts Yes, I do have some great customers... it works the other way around, too!
	*Discover How A 23 Year-Old Volunteer Learned HTML By Candlelight... And Accidently Created A Multiple Six-Figure Empire... In Less Than 2 Years!*

09-08-2008, 01:20 PM	#6
Michael Chris Advanced Warrior Join Date: May 2003 Location: Illinois, USA Posts: 562 Thanks: 5 Thanked 9 Times in 6 Posts Contact Info	Re: Customer service & emotional bank accounts Interesting take on it. Unfortunately, the true colors of people often come out online. The can hide behind their computer and it is not like face to face communication where they might consider their words more carefully. The people who are nice and helpful in real life are often just as nice online. However, the people who behave badly in the real world are often much worse online. It's the wild west. Just think of them as at a bad spot in life... hopefully they will get to a better spot. Maybe they don't like themselves very much or they are going through something and they just don't know how to deal with it, so they lash out at unrelated people. (Transference.) -Michael
	Internet Business Is Like An Onion... It Has Many Layers... And Sometimes It Stinks. Cook it for awhile in some nice butter or olive oil and you might be onto something! Money is Attracted to Movement (aka Action)

09-08-2008, 01:20 PM	#7
Ilya Feynberg I'm slightly deranged War Room Member Join Date: Dec 2007 Location: Where it's all bigger ;) Posts: 822 Thanks: 18 Thanked 25 Times in 21 Posts	Re: Customer service & emotional bank accounts Love the way you put it Brian! I'm the same way although I've never thought of putting into words the way you did. Hmmm...maybe I should put that in my FAQ support