In the latest Entrepreneur's Hotsheet - http://www.sowpub.com/entrhotsheet.shtml - we linked to an article on Customer Service. For those who are not yet subscribers of The Entrepreneur's Hotsheet, here is the start of the article and then the direct link...


Why do customers call us? What do they want? Customers call for one reason: They want help!

"Help, I need an answer!"

"Help, I need information on my order!"

"Help, I need service!"

"Help, I have a question!"

"Help! Help! Help!"

Do we give them help? Well, we almost give them help. We give them H-E-L-L.

They want help. We give hell:

"Our policy says ..."

"She's not here today."

"I'm doing the best I can."

"I'm either on my phone or away from my desk."

Any computer that answers the phone, anyone placing you on hold for more than a minute without a value message, anyone unfriendly, anyone passing the buck, anyone giving an excuse, anyone arguing ... is giving hell to the customer. Click here for the rest

So Andy, send them an email and tell them to go read that article.

Inform them you want the problem fixed and what you paid for in 24 hours PLUS something extra for free for the hassle they have caused you. If not, you want a full refund.

Then go to cgi-resources.com and find the script you need. OR, go to elance, of whatever that new one is called, and have someone create the script you need. (Don't dismiss the free scripts. Some of them are very good.) Also, send an email to Adam Katz. I recall he had some kind of autoresponder script thing. Maybe it will do what you need it to.

What do you need the script to do anyway?

Michael Ross


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