drew olanoff dot com.

It's all about the customa, whut!

I’ll keep this as short as possible.

In any business, web or otherwise…you live and die by your customer service.   Even if you don’t sell a product, you have customers, consumers,  or people as I like to refer to them.   I hate the phrase “users”.   A lot.   I piss techie people off with that.   Fuck em.

Anyways.   The people that use your whateveryouhave are your lifeblood.  Keeping them happy, informed, interested, and content should be your #1 focus.

Already with ReadBurner, a lot of people who care are helping us.  They test, they suggest, they give honest feedback.   Some of it hurts my gut, but in that good way.

Companies who don’t focus on the people are stupid and will fail.

Amazon.  Great customer service.  Win.

Comcast.  Ass customer service.  Lose.

I just went with RCN because Comcast killed me during a 2 hour livechat conversation.  Even Frank the Comcast Twitter guy gave up on me.

ALL I WANTED TO DO WAS START NEW SERVICE AND GIVE THEM MONEY.

See what I’m saying?

Customer service reps are usually paid the lowest, and have high turnover rates.   I can answer why the high turnover…it’s a tough job, and the pay is suck.

Why not pay customer service folks more money, and treat it like a skill, rather than as a janitorial like need?  Janitors rock by the way.  

Treating a person with respect, listening to them, and taking their feedback and helping them should be your #1 focus.   If you don’t.   You will fail.   Comcast will eventually fail.  They’re just lucky because they’re a monopoly.  The chicken is coming home to roost for them.

Take care of the people, and the rest will take care of itself.