To Sword & ALL,
Unfortunately I have been down with the flu for almost two weeks and I was so "miserable" that I finally had to stay home for awhile. I guess once you pass 60 it just takes longer for the body to fight back... particularly if you keep pushing yourself. But, I have been reading the threads and want you to know that I agree with your post(s), Sword, and those of many others.
<< If you are not the lowest price or the fastest, (read the most reliable, live up to your customers expectations), you're toast. >>
And, if I may, I'd like to add one more thing which I have mentioned in the past. It is called "potlach" and is a term I first heard used by one of the best management consultants in the world over 35 years ago. Customers anticipate reliability (which obviously many of the internet companies are having difficulty with... and, by the way, is not an excuse), but, IMO, to have a truly successful company you (the Company) must offer the customer "potlach". "Potlach" is giving the customer or consumer more than they expected... and it does work almost without fail. A small, but relevant personal example is done in my own office every day. When a patient has an unusual procedure done or is placed on a new medication, I make it my business to call them within 24 hours. The conversation goes something like this: "Hi, this is Dr. Frankel. I was just leaving the office, but wanted to call and see how you were doing." There is usually 10 seconds of silence as the shock wears off, but then the commentary from the patient is almost boilerplate. They take 10 seconds to tell me they're doing fine... and one minute to express their thanks for the call because nobody had ever called them before from any office. What better way than to earn customer loyalty and referrals than that extra bit of service.
Customers expect to get the product or service they purchase in a timely manner. IMHO, what will separate TSIG from the rest of the pack will be our ability and desire to give that "little bit extra" or "that extra that wasn't expected". And I can assure you that it is upper management's desire to do just that. I spoke with Rob Gordon this morning and he requested that I fax him directly all the e-mails and PMs I have been sent by fellow thread members with their constructive criticisms and potential leads. Please rest assured that as busy as Rob Gordon and James Guild are they are paying close attention to every comment. Therefore, on behalf of our company's management, I am hereby requesting that you PM or e-mail me with any of your concerns or suggestions of any type as well as any potential business leads and contacts you may have so that I can forward them to the top. I can assure you that they will be faxed to Rob Gordon directly that day and if you would like some feedback, please be sure to include a contact number. If you've had a problem, it is important to know the details of the transaction or problem including the date and approximate time of its occurrence.
I'm sure you realize that upper management is running on all cylinders right now and cannot read every post on SI or RagingBull. This is one way of assuring that at least your comments and advice are heard. If you sincerely believe, as I do, in the huge potential of TSIG and its high probability, IMHO, of becoming the largest and most profitable Internet/Teleservices conglomerate in the new millenium, you will seriously consider management's suggestion and my offer of assistance.
Be Right!!!... Sit Tight!!!
Best always,
Marty |
