Update: The Resolution, and Some Great Lessons
Our hosting provider provided the damaged files (thus, that development site is back) and admitted fault in the issue. Below is a 2nd audio post where I show the other side of customer service and explain what in the world happened (even if you’re not a techie, it’s still pretty wild). Super short summary: It was the polar opposite of that first, critical interaction. And they managed to not blame me the whole time!
Listen while I share the rest of the tale. With some great customer service examples! Note, it goes for 5 minutes.
Original post: Listen First
When things go wrong with computers, they always seem to go big. I bet you have some repressed memories of digital challenges. Given I have had a computer on my desk since I was 5, there are many I definitely blocked out by now.
But this post isn’t about the computer portion. It’s about the service portion. Namely, how to do it right, by experiencing it done wrong. Really, really, wrong.
The audio is about 4:30, and I get that’s a bit long, but it’s worth the listen. If you’re in a crunch, the advice comes in at around 3:30. You’re missing lots of great content, but I want to respect your time!
I would tell the story here, but since it’s sharing advice on how to deal with customers over the phone, hearing for yourself is the best path.