Friday, July 17, 2009

They Are Listening...Now's the Time

I recently wrote a review about my experience with Vonage. I still remain a very happy customer with both the product and the customer service. I was very pleasantly surprised when I received an e-mail from Vonage's publicist shortly after posting my blog, letting me know that she had read the review and would be happy to provide any information I needed in the future. In my opinion, this is good customer service and corporate awareness.

Now is the time to Twitter, blog, or just spread the word, about your experiences. Vonage, among other organizations, are listening to their customers. Publicists are being hired to search social networking sites for anything written about their clients, and the leadership in organizations are watching and listening. Reviews are being brought to the attention of the CEOs and they appear to be paying attention to what their customers have to say. This will be the difference between the companies who survive during this economy and those who do not. It all comes down to the customer and the reputation. Make yourself be heard.

A Gumptionista in San Diego fights and wins!

Happy July everyone! I hope you all had a nice 4th and are enjoying the summer.

I just received an update from a friend in San Diego, who recently asked for some advice on fighting a vendor.

"Dear Gumptionista:

I took your advice and sent a certified letter to the President of the company that did the electrical work for San Diego Gas and Electric and broke my thermostat! Guess what??? Today, I got a call from the original person who told me he was denying my claim, that they are now promptly sending me a check to cover the cost of my broken thermostat!! WOO HOOO!!

Thanks, Gumptionista for the awesome advice!"

My recommendation, as always, is to send a certified letter to the President of the company and do not take no for an answer. If you have to threaten that you will report them to the Better Business Bureau, blog, or Twitter about the issue, do it.