People who don't reply to emails within 24 hours shouldn't work online!

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I'm not talking about anyone specific, but I was thinking about this a little bit more than usual the past few weeks. I have ordered a lot of services, but some customer support is seriously a joke. And I mean sole proprietors, companies with employees HAVE TO reply to an email within 12 hours even if the email is sent on December 25th.

And customer service is a huge reason why many people fail making money online. People underestimate the power of word of mouth, forums and returning customers. They can seriously make you a millionaire. The customer who you think is annoying and asks too much can later send you another customer who makes you a killing! I think there is a thin line between making thousands and millions and its in the detail. Customer service is one of those "details".

I have made well over $2mil online and most of it was because the customers simply got a better service than everywhere else. Looking at rough numbers this month, every customer I paid for(PPC, banners, solo ads) brought me 1-2 extra customers on average. Friends, colleagues, etc.

Discuss. If you have a different opinion, share it, I'm curious to hear what others think about it.
#emails #hours #online #people #reply #work
  • Profile picture of the author Joseph Robinson
    Banned
    Yeah, people with lives and off days are stupid. Let's condemn 'em all in one big sweeping statement!
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    • Profile picture of the author OnlineAddict
      Originally Posted by Joseph Robinson View Post

      Yeah, people with lives and off days are stupid. Let's condemn 'em all in one big sweeping statement!
      The same people use their phone 24/7 to play games and check facebook...it only takes a minute to use the same phone to reply to an email.
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      • Profile picture of the author Joseph Robinson
        Banned
        Originally Posted by OnlineAddict View Post

        The same people use their phone 24/7 to play games and check facebook...it only takes a minute to use the same phone to reply to an email.
        Not everyone is married to their business. I wouldn't expect them to be, and unless there is very clear verbiage on their website saying that they would answer you within X time period you're just whining. Regardless, people try to come here to talk about making money, not listen to whiners.
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        • Profile picture of the author OnlineAddict
          Originally Posted by Joseph Robinson View Post

          Not everyone is married to their business. I wouldn't expect them to be, and unless there is very clear verbiage on their website saying that they would answer you within X time period you're just whining. Regardless, people try to come here to talk about making money, not listen to whiners.
          I'm whining? People are whining all the time that they don't make any money. Well, this is one of the reasons. If you do average work, you make average money.
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          • Profile picture of the author Joseph Robinson
            Banned
            Originally Posted by OnlineAddict View Post

            I'm whining? People are whining all the time that they don't make any money. Well, this is one of the reasons. If you do average work, you make average money.
            Perhaps you should ask yourself why you only hire "average" people then? This has obviously happened to you enough times to be a problem. And yes, you're whining.
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            • Profile picture of the author OnlineAddict
              Originally Posted by Joseph Robinson View Post

              Perhaps you should ask yourself why you only hire "average" people then? This has obviously happened to you enough times to be a problem. And yes, you're whining.
              Actually, my lately bad experience is with companies, which is even sadder. Replying to a customer who just bought something in 4 days during work week, there is no excuse for that!
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          • You know what bugs me?

            When I ask for a non-fat chai with no foam and they put foam on it anyway. What is up with that?

            fLufF
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            • Profile picture of the author OnlineAddict
              Originally Posted by fluffythewondercat View Post

              You know what bugs me?

              When I ask for a non-fat chai with no foam and they put foam on it anyway. What is up with that?

              fLufF
              --
              Don't get me even started on customer service in the food business.

              Ok, I'm whining partially.
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            • Profile picture of the author Joseph Robinson
              Banned
              Originally Posted by fluffythewondercat View Post

              You know what bugs me?

              When I ask for a non-fat chai with no foam and they put foam on it anyway. What is up with that?

              fLufF
              --
              "Some people just want to watch the world burn."
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            • Profile picture of the author Mkcoy
              Banned
              Originally Posted by fluffythewondercat View Post

              You know what bugs me?

              When I ask for a non-fat chai with no foam and they put foam on it anyway. What is up with that?

              fLufF
              --
              Actually it's worse when they ask you if you do want it and you say yes and don't get it anyway. What's the point!

              No service is ever going to be 100% perfect and get it right all the time. You just got to take the rough with the smooth and roll with it.
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          • Profile picture of the author heavysm
            I'm personally big on quick and efficient communication but I've set my "receiving email standard" to about 48 hours. After that i get anxious since it shows that the person isn't necessarily interested in my business. I always sent out a response ASAP meaning within minutes of receiving the message or else within 6 hours. Communication is a BIG deal to me.
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      • Profile picture of the author sbucciarel
        Banned
        Originally Posted by OnlineAddict View Post

        The same people use their phone 24/7 to play games and check facebook...it only takes a minute to use the same phone to reply to an email.
        I don't play games and I could care less about Facebook and I don't work 24/7. People who expect 24/7 can go elsewhere because nowhere do I state that I work 24/7.
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      • Profile picture of the author Dennis Gaskill
        Originally Posted by OnlineAddict View Post

        The same people use their phone 24/7 to play games and check facebook...it only takes a minute to use the same phone to reply to an email.
        And you would know these are the same people because ... ? :rolleyes:
        Signature

        Just when you think you've got it all figured out, someone changes the rules.

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    • With that out of the way, what about them Giants?

      fLufF
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  • Profile picture of the author Bill_Z
    You're right, customer service is huge. There is a difference between replying and actually solving the issue though, so I'm not sure if you mean the issue should be merely replied to or solved within 12 hours. I think in alot of cases it's reasonable to expect at least a reply within 12 hours during business hours. By reply I mean "Hey I got your message, and we are looking into it" (and I don't include an auto-response in this).

    It's extremely unrealistic to expect all issues to be solved in 12 hours. I mean, come on man.You mention Christmas, and you can't possibly expect small and medium sized companies to staff customer support on Christmas.

    For a standard priority issues most companies expect their customer service team to resolve issues within 2 business days.
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    • Profile picture of the author OnlineAddict
      Originally Posted by Bill_Z View Post

      You're right, customer service is huge. There is a difference between replying and actually solving the issue though, so I'm not sure if you mean the issue should be merely replied to or solved within 12 hours. I think in alot of cases it's reasonable to expect at least a reply within 12 hours during business hours. By reply I mean "Hey I got your message, and we are looking into it" (and I don't include an auto-response in this).

      It's extremely unrealistic to expect all issues to be solved in 12 hours. I mean, come on man.You mention Christmas, and you can't possibly expect small and medium sized companies to staff customer support on Christmas.

      For a standard priority issues most companies expect their customer service team to resolve issues within 2 business days.
      You are right, solving the actual issue is another thing, as when there is more requests at the same time, it can't be done in 5 minutes(mostly), BUT as you said, the customer always has to know that his email was received, that people are looking into his problem. And email like that takes 1 minute to write and send, from anywhere. Because if he doesn't hear from anyone within 2 days, he will most probably suspect its scam. And I wouldn't blame him...
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  • Profile picture of the author Greg guitar
    I understand the frustration, but I can see both sides to this argument. I have often reflected on how strange it is that even large companies actually don't bother returning phone calls at times. I'm not talking about taking longer than 24 hours to respond to an email; I mean it's not unusual in my experience to call a company, sometimes even more than once, to have them never return it.

    They lose money that way to be sure, but the op went way too far, as many of those companies are far bigger earners than a few million, which most here would consider super-successful. People who make "only" a million a year sometimes aren't that responsive either; I doubt their families and friends would agree that they shouldn't be in business.

    Often there is a very good reason it takes more than 24 hours to respond to an email with small businesses; such as a one person business where the proprietor takes a backpacking trip or something; many people don't touch their business on the weekend at all, etc, but it does help if they make that clear. There are also product launches that present insane challenges; sometimes because of runaway success. People have lost businesses because of too much success too fast; often very hard to predict.

    I would have missed out on some fantastic WSOs if I refused to do business with people who aren't always the most responsive. Some people are great at what they do, give fantastic value, but aren't the most organized; are going through growing pains with their help desk, etc.

    I try to cut everyone some slack, but sometimes it gets ridiculous, such as a WSO seller who offers a personal coaching upsell, then disappears for weeks on end or forever. No excuse for that, but a hard and fast rule that you shouldn't do business if you can't respond to every email within 24 hours is just plain silly. The op was just blowing off steam.
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    • Profile picture of the author OnlineAddict
      Originally Posted by Greg guitar View Post

      I understand the frustration, but I can see both sides to this argument. I have often reflected on how strange it is that even large companies actually don't bother returning phone calls at times. I'm not talking about taking longer than 24 hours to respond to an email; I mean it's not unusual in my experience to call a company, sometimes even more than once, to have them never return it.

      They lose money that way to be sure, but the op went way too far, as many of those companies are far bigger earners than a few million, which most here would consider super-successful. People who make "only" a million a year sometimes aren't that responsive either; I doubt their families and friends would agree that they shouldn't be in business.

      Often there is a very good reason it takes more than 24 hours to respond to an email with small businesses; such as a one person business where the proprietor takes a backpacking trip or something; many people don't touch their business on the weekend at all, etc, but it does help if they make that clear. There are also product launches that present insane challenges; sometimes because of runaway success. People have lost businesses because of too much success too fast; often very hard to predict.

      I would have missed out on some fantastic WSOs if I refused to do business with people who aren't always the most responsive. Some people are great at what they do, give fantastic value, but aren't the most organized; are going through growing pains with their help desk, etc.

      I try to cut everyone some slack, but sometimes it gets ridiculous, such as a WSO seller who offers a personal coaching upsell, then disappears for weeks on end or forever. No excuse for that, but a hard and fast rule that you shouldn't do business if you can't respond to every email within 24 hours is just plain silly. The op was just blowing off steam.
      Ok, a backpacker is not really running an online business and I'm not offending backpackers in any way here. The backpacker is making extra bucks online. Because if somebody is running a business, he won't just dissapear for days without responding to his customers.

      And I was not saying, they HAVE to reply that fast, I was just saying that it is mostly the difference between guys making the extra buck and guys making millions. If there is a sole propietor making millions online, trust me, he is very responsive to his customers, if not, he is just an exception to the rule.

      p.s. 24 hours in online world is like 3 days in offline business. Everything is so much faster...I think 24 hours is enough for everyone to reply(not to solve the problem) to an email.
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      • Profile picture of the author Greg guitar
        Originally Posted by OnlineAddict View Post

        Ok, a backpacker is not really running an online business and I'm not offending backpackers in any way here. The backpacker is making extra bucks online. Because if somebody is running a business, he won't just dissapear for days without responding to his customers.

        And I was not saying, they HAVE to reply that fast, I was just saying that it is mostly the difference between guys making the extra buck and guys making millions. If there is a sole propietor making millions online, trust me, he is very responsive to his customers, if not, he is just an exception to the rule.

        p.s. 24 hours in online world is like 3 days in offline business. Everything is so much faster...I think 24 hours is enough for everyone to reply(not to solve the problem) to an email.
        Dude, look at the title of your thread: you may not have said they "HAVE to reply that fast", but you said anyone who doesn't shouldn't work online; a ridiculous statement that you may wish you hadn't made, but it's the thread title; kind of hard to make us forget it.

        You dug yourself a hole when you started the rant thread, and now you're just digging it deeper. Why don't you just get on with your multimillion dollar business and rejoice in the fact that your competition is less responsive than you?

        According to you customer service is an important part of your success, and who am I to doubt it? The irony is that you created a thread to complain about the very thing that helped you make so much money. If everyone had an equal level of customer service, yours wouldn't stand out would it?
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        • Profile picture of the author Karen Blundell
          ...and people who think that the whole world should agree with and abide by their standards are seriously delusional...
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  • Profile picture of the author Michael Oksa
    12 hours?!

    Too generous.

    I expect immediate replies. In fact, I expect an immediate reply to this post from the OP. If I don't get one in 3 minutes or less, then I will know he's not serious about the WF.

    All the best,
    Michael
    Signature

    "Ich bin en fuego!"
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  • Profile picture of the author shakti2u
    I think 6-8 hours is good. You have to sleep sometimes and if I am running a WSO there isn't anyone else to take over when I need to sleep. I don't sleep during the first 12 hours, but after that I take a break. Sorry-but that's the way it is. I love getting answers immediately, but know life happens.
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  • Profile picture of the author John Atkins
    I agree that people should reply to their customers within 24 hours
    if possible, but sometimes, it isn't. Have some patience.
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  • Profile picture of the author Michael Oksa
    Time's up!



    Actually, really good customer service would be to take care of all of your customer's needs before they contact you. Sure, you would need a time machine, but that's not MY problem!

    All the best,
    Michael
    Signature

    "Ich bin en fuego!"
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    • Profile picture of the author MagicAce
      That was Legen' wait for it waaait for it DARY!

      True Story!

      I agree! People don't want to feel ignored.

      Even if you can't do the task he needs that day. Give him an answer dammit.

      When you understand that, you'll start making more money and having more customers.


      Regards, Marian
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      • Profile picture of the author Joseph Robinson
        Banned
        Originally Posted by MagicAce View Post

        That was Legen' wait for it waaait for it DARY!

        True Story!
        Barney would be so disappointed that you misused his lines like this facepalm :p.
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    • Profile picture of the author Cali16
      People have families, personal obligations and occasional emergencies, and life (outside of their business) to attend to. They also need to sleep (how dare they!! :rolleyes. Not to mention, an online business may be operating from anywhere in the world, so timezone differences also come into play.

      I agree that long delays in response from "customer support" is not good for any business, but I think 24 to 48 hours is perfectly reasonable, and at least 48 if it's a weekend or holiday. If you want to respond to support emails on Christmas day, then that's up to you. But it's unreasonable (and a bit entitled) to expect that from everyone else.

      Just because you're an "online addict" (and perhaps have no life outside of your business) doesn't mean everyone is or should be.
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      If you don't face your fears, the only thing you'll ever see is what's in your comfort zone. ~Anne McClain, astronaut
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    • Profile picture of the author OnlineAddict
      Originally Posted by Michael Oksa View Post

      Time's up!



      Actually, really good customer service would be to take care of all of your customer's needs before they contact you. Sure, you would need a time machine, but that's not MY problem!

      All the best,
      Michael
      This is not a customer service forum.
      If you emailed me, I acan assure you, you would have a reply already.
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  • Profile picture of the author sunray
    There are actually very few services that should respond around the clock, and even on Christmas day. Website hosting could be considered one of them, and there you are--all bigger hosting companies have 24/7 support. As for many other things.. well this world was made by someone who intended to have the seventh day work-free. If you want to be happy you have to live in compliance with this rule.
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  • Profile picture of the author RogueOne
    Originally Posted by OnlineAddict View Post

    I have made well over $2mil online
    Then you should have an army of lackies to deal with CS for you.

    I recently spent over 6 months getting PP to change my freakin address! That's all - change my freakin address!

    I'm glad I have more patience than the OP, I would have snapped by now.
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    • Profile picture of the author OnlineAddict
      Originally Posted by RogueOne View Post

      Then you should have an army of lackies to deal with CS for you.

      I recently spent over 6 months getting PP to change my freakin address! That's all - change my freakin address!

      I'm glad I have more patience than the OP, I would have snapped by now.
      I don't like having employees and you know whats the funny thing? I take care of CS faster than my employees did when I had them. There is no point for me to pay someone to do CS, if they are slower than me.

      Paypal's only advantage is that they don't have any real competition, thats why they can do what they are doing. But most online business have hundreds or thousands competitors in their exact niche, very similar products and pricing, so the only thing that makes the difference between them is the CS.
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  • Profile picture of the author danwood
    I get nervous when i don´t reply emails in 4 to 5 hours
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  • Profile picture of the author Rod Cortez
    Wait-a-cotton-pickin'-minute! You mean to tell me that people actually respond to customer service e-mails? When did that trend start?

    RoD
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    "Your personal philosophy is the greatest determining factor in how your life works out."
    - Jim Rohn
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  • Profile picture of the author SShip
    I think a response within 24-48 hours is an adequate time frame to get back to customers through email or phone message. If the (person or business) is going to be away longer than that, they should state that in a return email response or voicemail message.
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    • Profile picture of the author Komsat
      I tend to agree with Joseph. The one thing we're all limited by as far as I know is time, and one customers deep concern may take a back seat to your families' issues. Balance is important. Of course a pattern of bad customer service is unacceptable. I started IM because of my job. I'm a Special Operations Soldier and I get deployed to some places that many Americans can't find on a map, and some times customer service suffers. *shrug* I still make as much money as I need to live a fulfilled life, albeit no where near close to your 2 Million, but then my ego is not defined by my job or how much I make, it is however defined by the happy smiles I see within my children each and every day.One last thing, not all noobies are complaining about not making money, looking at a few posts and determining that is called confirmation bias, but then since you've made so much money you would know that.
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  • 24 hours is great in theory. In reality it isn't that simple. Imagine you wake up one morning with 80 people who want answers yesterday...
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  • Profile picture of the author SuperDJ
    Social Media, technology, Instant Gratification mentality. Now, now, now!

    No wonder people keep failing in all of their goals during their life.
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  • Profile picture of the author OnlineAddict
    How is this thread an off-topic??? It is more business related than 80% of the main forum threads.
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    • Profile picture of the author George Wright
      Originally Posted by OnlineAddict View Post

      How is this thread an off-topic??? It is more business related than 80% of the main forum threads.
      You are amazing. You have read 80% of the main forum threads and still have time to respond to your emails.

      Dang Man, I only read 10% of the main forum threads and don't have time for much else.

      @ Fluff. Ironic. Someone called Fluff who doesn't want foam. I personally like my blendeds with whipped cream. You know Starbucks has an app for your phone now. You get rewards for using it. Lots of free coffee and refills.

      Oh, OnlineAddict. As far as this being off topic. The main forum is where we talk about making money, not our personal viewpoints on other peoples business practices.

      I can't promise this but maybe this thread would have stayed on the Main Forum if the subject line was...

      How I Made An Extra Million By Answering My eMails Within 6 Hours, with a discussion of the benefits of being prompt with customer service.

      Any time someone starts out by saying who shouldn't work on line and the answer/s lie in doing things "my" or "your" way it just makes the poster look like he has an ego on steroids.

      IMHO

      George Wright
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      "The first chapter sells the book; the last chapter sells the next book." Mickey Spillane
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  • Profile picture of the author whateverpedia
    Given that any online business worth its salt has customers located all over the planet, it is probably unrealistic to expect a response within 24 hours, especially from smaller businesses.

    If a customer wants a response from me more or less instantly, they had better be in the same time zone as me, or be prepared to wait up half the night to coincide with my waking/working hours. The there are weekends, public holidays, vacation times, and other times when your not anywhere near your computer

    Thankfully all the people I do business with accept that I live where I do. They also accept the fact that I may be asleep when they send their request, as well as the fact they may be asleep when I respond.

    If you tell them that before they do business with you there shouldn't be any problems.
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    So that blind people can hate them as well.
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  • Profile picture of the author HeySal
    Re: People who don't reply to emails within 24 hours shouldn't work online!
    I'm gone sometimes for 4 days at a time. I will work online if I want to work online. My customers do not own me. I don't sell my life for a 30 dollar sale. My customers don't seem to have a problem with me not being around 24/7. If you expect someone to be around 24/7 just because you sprung twenty bucks on their product - maybe you're the kind of nightmare customer that people are asking how to deal with. in the main forum so often.
    Signature

    Sal
    When the Roads and Paths end, learn to guide yourself through the wilderness
    Beyond the Path

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    • Profile picture of the author Steven Wagenheim
      Hey Sherlock, shit happens.

      We're about to get hit with the worst storm in the history of this state. I may
      be without power for 4 days. Think I can reply to a NO-NO-NO-NO-NO-NO-NO- email?

      People with your attitude absolutely make me sick to my stomach.

      Please don't EVER become one of my customers.

      Ass hole.
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      • Profile picture of the author John Durham
        So if you bought a report from Tony Robbins, you would expect him to answer all your email questions about the report?

        Online, peoples expectations are rediculous sometimes. You read the ad copy, you buy the report, it gives you the info thats in the report... What's the customer service for?

        Try that with Dr. Phil or Ophrah and see how many emails you get back. You bought the book, you read it, it is what it is.

        I dont think I have once emailed anyone with any concerns about their reports around here. If I feel I need more info afterward, I go research the subject more. They owe me a report not extra counseling, or phone calls or emails...

        If you buy a Kiss album will you get mad if Gene Simmons doesnt return your phone calls to explain the lyrics?

        Are you going to accuse him of upselling when you have to pay for concert tickets?

        Lol

        So you ranted, and I ranted...We're even.


        Ps. OMG!!! You made TWO MILLION DOLLARS ONLINE ???? PLEASE WHERE CAN I BUY YOUR WSO????????????? :rolleyes:
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        • Profile picture of the author MissTerraK
          Oh sure!

          We have online businesses and since the net is online 24/7, we should be too?

          You don't see how ridiculous that sounds?

          Yes, customer service is important, no doubt about it. However, if your point is customer service is vital for success and positive word of mouth referrals, why didn't you just say that without ridiculous expectations thrown in?

          Oh, I get it now! You're a drama queen! :rolleyes:

          Terra
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        • Profile picture of the author OnlineAddict
          Originally Posted by John Durham View Post

          Ps. OMG!!! You made TWO MILLION DOLLARS ONLINE ???? PLEASE WHERE CAN I BUY YOUR WSO????????????? :rolleyes:
          People who make money, don't do ebooks about how to make money. And now I made half the forum mad, I know...:rolleyes:
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      • Profile picture of the author OnlineAddict
        Originally Posted by Steven Wagenheim View Post

        Hey Sherlock, shit happens.

        We're about to get hit with the worst storm in the history of this state. I may
        be without power for 4 days. Think I can reply to a NO-NO-NO-NO-NO-NO-NO- email?

        People with your attitude absolutely make me sick to my stomach.

        Please don't EVER become one of my customers.

        Ass hole.
        Calling me an asshole just show what kind of "business" you run.
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  • Profile picture of the author John Durham
    I know customer service is important, because during times when mine isnt up to par, business goes down... but also online expectations can be highly unrealistic.
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  • Profile picture of the author Mkcoy
    Banned
    Originally Posted by OnlineAddict View Post

    I have made well over $2mil online and most of it was because the customers simply got a better service than everywhere else.
    You've made $2million yet you're still on here moaning about bad customer service because you never got an email back in prompt time?

    Why are you not sitting on a sunny beach somewhere sipping pina co ladies??

    You're weird. Go away. lol
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    • Profile picture of the author Edk
      Some guys are superfast getting back to you on skype text but never seem to answer their emails. Try them on skype
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    • Profile picture of the author OnlineAddict
      Originally Posted by Mkcoy View Post

      You've made $2million yet you're still on here moaning about bad customer service because you never got an email back in prompt time?

      Why are you not sitting on a sunny beach somewhere sipping pina co ladies??

      You're weird. Go away. lol
      I'm actually on one of the nicest beaches on the planet. Well, not on it, but a 10 minute walk from it.
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  • Profile picture of the author Daniel Evans
    As an "OnlineAddict" who holds such a philosophy, it may be a beaming opportunity to assess the other areas of your life which may be lacking.

    If you'd like a no-obligation, psychiatric consultation my doors are open.

    Drop me an email and I'll get back to you in 2 days.
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  • Profile picture of the author madison_avenue
    Most sites now have an autoresponder set up, to at least let you know that your email has been received, and this is an easy thing to do. At least the sender knows that the email is has been received. Personally I like to answer an email fast as I can, and can usually manage it , within 24 hours.

    I would say 90% of the time I have asked someone a question by email about a product I have gto a reply within 24 hours, so I have no complaints!

    I think speed depends on the product being sold, i.e if it's something like, Hosting or important software, you want a quick reply, if it's an ebook then it's not so urgent!
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