My friend Nissan Ratzlav-Katz starting blogging about customer service in Israel and how tolerant many of us have become to sub-standard and even really crappy customer service.
An objection I’ve heard frequently to Google Apps is that they don’t give customer service – although I would argue that great products delivered that work on a global scale for free definitely qualify as great customer service.
How do startups make customer service scale into awesomeness? touches on many good points including a I Love/I Hate Ratio (Virgin Atlantic scores at the bottom – Microsoft is about even and Amazon, Google score at around 8 – meaning that 8x as many people love Google as hate them. Which is pretty impressive I thought.
Still – one thing we miss is the synergy between love/hate and suppliers and customers. If you give great service, customers will love you and if you’re a great customer and pay on time – suppliers will love you.
The only counter-example I know is Israeli corporate customers that will pay the best supplier in the world Net 180 days and take a 20% discount just because they felt like it.
Bottom line – Israel may be a country with a poor service ethic but it’s also a country with a poor payment on time ethic and poor data security, customer privacy ethic
In my book – not an accident. If you treat your customers and suppliers well, you will tend to treat the issues of data security and customer privacy accordingly.
Are you paying for hours or for outcomes? Money no object for your clinical trial ? No deadlines? Paying a monthly project management fee? Patient