Comments on: Transforming the Fear of Unhappy Enterprise IT Customers http://www.bmc.com/blogs/transforming-fear-unhappy-customers/ BMC Software Tue, 03 Nov 2015 23:59:00 +0000 hourly 1 By: Frank Capra http://www.bmc.com/blogs/transforming-fear-unhappy-customers/#comment-220 Mon, 20 Apr 2015 19:28:00 +0000 http://www.bmc.com/blogs/?p=7638#comment-220 BMC is familiar with unhappy customers. They market crappy and over-priced products, over promise to clients just to make a sale and when all else fails throw millions of dollars of freebies at them. Is it any wonder this bmcer got proficient at managing crises? Between BMC’s Beachump and Bain–aka Mittser–this relic of the 90s is on borrowed time.

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By: Incipio http://www.bmc.com/blogs/transforming-fear-unhappy-customers/#comment-217 Wed, 15 Apr 2015 17:25:00 +0000 http://www.bmc.com/blogs/?p=7638#comment-217 When I have an issue with a company I patronize, and it is not resolved.. I find another company. Simple. Recently, I did this with my car insurance and as I had issues, I even tried talking to the parent company. I tried to find middle ground, but was unable to.

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By: Battlespeed http://www.bmc.com/blogs/transforming-fear-unhappy-customers/#comment-197 Mon, 30 Mar 2015 23:42:00 +0000 http://www.bmc.com/blogs/?p=7638#comment-197 In my work in a contract management situation, it was my observation that our sales people sometimes sowed the seeds of customer dissatisfaction by inviting, or at least not correcting, customers’ unrealistic expectations. Very rarely was this a matter of outright deception or deliberately making false promises, but there are many subtle ways to be deceptive, even by simply saying nothing – such as withholding certain information – or, having recognized that the customer is entertaining misguided expectations, keeping silent and allowing them to persist in their misperceptions without taking active steps to bring the customer back to reality. It’s often not what we said that we shouldn’t have, but what we left unsaid that should have been spoken.

I think the same thing can happen in a whole variety of corporate communication channels, perhaps even in something that should be very straightforward, such as a product user manual. Absolute, or perhaps I should even say “resolute” candor in dealing with prospects before and during the sales process, and then in dealing with customers after the sale, in every form of communication we have with them, can go a long way to head off many dissatisfied customers.

Somewhat related to this is the tendency of sales and marketing people to “pound square pegs into round holes”, pushing forward and making the sale even when they should realize that the customer really isn’t the right fit for this product or service. Either of these practices will almost assure the company of many more unhappy customers than would otherwise be the case.

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By: Sparticus http://www.bmc.com/blogs/transforming-fear-unhappy-customers/#comment-189 Thu, 26 Mar 2015 04:57:00 +0000 http://www.bmc.com/blogs/?p=7638#comment-189 I have less problem with my clients (chronically homeless and mostly either mentally ill, addicts or both) then I do with the top management who take home nice salaries and bonuses while the low life staff doing the hard work get a 2 percent raise every other year.

Most upper management in medium to large corporations talk sweet to you, lie through their teeth and use the employees up.

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By: Claudia Peña http://www.bmc.com/blogs/transforming-fear-unhappy-customers/#comment-177 Thu, 19 Mar 2015 05:39:00 +0000 http://www.bmc.com/blogs/?p=7638#comment-177 Considering I’ve been in CS for 29 years, I’ve seen the mentality of the customer got from a very nice consumer to pain in the butt psychos. Folks ask me why I still do this after all these years? I smile and say I’m a glutton for punishment. I really just want to help and I have excellent listening skills. I’ve been called names my moma didn’t give me many a times. I don’t care cuz you don’t know me and this is just a way of venting because of a situation that has gotten out of control. Hey, if I tell you that I got this for you, I mean it. If you need to yell, cuss, scream, call me names my moma didn’t give me that’s ok with me. I learned eons ago, develop tough skin, cuz it’s a big bad world out there and folks ain’t nice no matter what you do. So pick up your big boy/girl pants and lets get to work. Now let’s All re read Mati’s article again and this time mediate on what she’s talking about. Now everyone stop picking on each other, your insecurities are showing..

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By: HoodooTexas http://www.bmc.com/blogs/transforming-fear-unhappy-customers/#comment-175 Thu, 19 Mar 2015 01:36:00 +0000 http://www.bmc.com/blogs/?p=7638#comment-175 Customers or workers below my grade have never been the problem for me, we get along great, I don’t like but I don’t enable either, work would be fun except for narcissistic self-serving sociopath managers (it’s rare to find a decent one) who make live miserable for customers and workers alike.

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By: rick coffman http://www.bmc.com/blogs/transforming-fear-unhappy-customers/#comment-172 Tue, 17 Mar 2015 19:01:00 +0000 http://www.bmc.com/blogs/?p=7638#comment-172 Well, folks, I’m out of here. Happy Customer Service to You. This conversation has degraded to petty insults attempting to make me feel bad, and I have no further interest in participating. I submit the following as the basis of this decision:

RC replied |
Sunday, March 15th |
View on BMC
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Rick, just stfu. You obviously have NO CS skills, as you are
coming across quite poorly here. Just admit you are wrong, very stupid, and
move on. Your “everyone here …

RC replied |
Sunday, March 15th |
View on BMC
Blogs

You are just another entitled spoiled immature jerk. I am
56, and I can count on ONE hand the number of issues I have had with other
companies I patronize …

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By: Gayle Martin http://www.bmc.com/blogs/transforming-fear-unhappy-customers/#comment-171 Tue, 17 Mar 2015 05:43:00 +0000 http://www.bmc.com/blogs/?p=7638#comment-171 Rick, Shelley, Rob and Kyle, I am a customer, usually a very courteous and kind one. I realize that I must speak to management to address any issues, as the rank and file usually have little power. My biggest issue is time, if I have come to purchase something, or resolve an issue, I don’t want to endlessly repeat myself, meet with the next higher up, or waste any more of my extremely limited time. The worst way to treat the customer is as if their time is worth little. I do get very angry when I have the impression that whomever I am dealing with does not realize how much time it takes for the resolution of an issue, encounter slow to act management, or find that the attitude of those who must involve themselves in in the unresolved issues, is as if they have to invest their valuable time, but my time is worth little. It is an insult to me, so please expedite your efforts, you are paid to do so. I am so impressed by the customer service provider that understands the problem, handles the issue promptly or will get in contact with me when they have information or a resolution. My time is as valuable as theirs, and respect for that is the most impressive way to earn my business. Everyone makes mistakes, has a product with a glitch, or messes up somehow. Handling it with respect for the customer is less common.

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By: RC http://www.bmc.com/blogs/transforming-fear-unhappy-customers/#comment-166 Mon, 16 Mar 2015 02:40:00 +0000 http://www.bmc.com/blogs/?p=7638#comment-166 Rick, just stfu. You obviously have NO CS skills, as you are coming across quite poorly here. Just admit you are wrong, very stupid, and move on. Your “everyone here is wrong, and I am right arguments are ridiculous, transparent to all, and just shows what a moron you truly are. Now, just go away and stop embarrassing yourself. Please.

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By: RC http://www.bmc.com/blogs/transforming-fear-unhappy-customers/#comment-165 Mon, 16 Mar 2015 02:36:00 +0000 http://www.bmc.com/blogs/?p=7638#comment-165 Money doesn’t buy class for rick coffman, shellysweets. What a lowlife nobody he is.

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