Posted by Dave Lorenzo - Business Coach

Those of you who wandered over from the David V. Lorenzo blog will notice that I’m using Word Press for this project. Please bear with me during the next few weeks as I get used to working with the formatting, etc.

My original plan was to use TypePad. This changed a few weeks ago when their customer service team really let me down. Click here to read the whole story. In the end, I was more upset with the way they handled the issue than the issue itself.

In this day and age, there’s no excuse for poor customer service.

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1. Just curious, given how we’ve responded to the TypePad community with our technical support and our response from management (see links below), do you think we’ve still shown poor customer service? How does this compare to your current blog environment, and do you have a dedicated channel for communicating with your current tool provider and/or blogging host? I’d like to understand how we could improve our TypePad service in the future.

   http://www.sixapart.com/typepad/news/2005/11/update_on_and_c.html
   http://37signals.com/svn/archives2/six_apart_does_their_customers_right.php

   Comment by Anil — November 16, 2005 @ 02:51

2. Dear Anil,

   Thanks for seeking me out and asking how you can improve your service.

   I would start with the individuals you have in customer support. Their response time is unacceptable and their answers to me were ridiculous. As for your offer of a couple of free months of service – I think that’s great but it does not provide me with the confidence I need to place a valuable business marketing system – The Career Intensity Blog – in your hands.

   By offering the free service you have earned enough goodwill to keep the David V. Lorenzo blog for a few more months. I will need to see improved customer service to keep it there beyond the “free time period”. I’m a customer and I vote with my wallet.

   In the end, great PR (in this case responses from the blogging community) will not help you keep customers if your service is sub-par.

   Sincerely,

   Dave Lorenzo

   Comment by Dave Lorenzo — November 16, 2005 @ 06:37

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