13 August 2020 | 15 Comments
I recently had a contrasting customer service experience with two companies that made me think about Stonemaier Games and other creators/entrepreneurs. Both involved phone calls.
The first call was to a bank with which I’m trying to set up an account. I actually called several times, and each time I was put on hold. To their credit, they told me the estimated hold time (some info is better than none), but it was 20-30 minutes, and my cats get feisty if my phone is on speaker mode.
So after the third attempt, I gave up and got in touch with another bank.
The second call was to my cable/internet company, Charter Spectrum. Our internet was lagging a bit, so I gave Charter a call, and their representatives were busy. I had the option of waiting on hold, but they said that they could call me back in a few minutes when they were available.
I like the callback SO much more. It’s respectful of the customer’s time, and it removes the need for anyone to wait for anyone else.
A parallel to Stonemaier Games (and other publishers) is any time that you can sign up for a notification (e-newsletter, back-in-stock notification, comment thread subscription, etc) instead of needing to constantly check to see if there’s news, restocks, etc. There’s also individual customer service, but, like most publishers, if you email us, we’re going to e-mail you back quite quickly.
What do you think about holding vs callbacks? Can you think of other parallels to your business or creators you support?
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