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Speaker 1: Welcome to How to Money. I'm Joel and I'm Matt,

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Speaker 1: and today we're discussing getting great customer service. That's right, Joel.

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Speaker 1: We're talking about customer service today. And oftentimes folks think

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Speaker 1: about customer service when it comes to getting something fixed,

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Speaker 1: like when something has gone wrong. But yeah, we're gonna

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Speaker 1: touch a little bit on what it means to get

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Speaker 1: customer service even before things have gone wrong, even before

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Speaker 1: something's broken or you've been offended. Yeah, but then what

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Speaker 1: if you enter a worst case scenario customer service wise,

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Speaker 1: We're going to kind of go into how you handle

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Speaker 1: that as well. And customer service. Matt just kind of

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Speaker 1: fascinates me. You're a total nerd. I am like I

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Speaker 1: could geek out on customer service stories or just how

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Speaker 1: companies that handle customer service particularly well, like a company

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Speaker 1: like Zappos just known for customer or service. I think

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Speaker 1: that's so cool. So I'm really interested to dive into

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Speaker 1: this today. And Joel, on our recent episode that we

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Speaker 1: did on Before You Buy a House, we had talked

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Speaker 1: about doing the wave test when you when you drive

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Speaker 1: around looking at properties to uh, it was something you

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Speaker 1: came up with, right that. Yeah, I've never heard of

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Speaker 1: it before, and this was a Matt original. Yeah, can

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Speaker 1: I have always done that. We always just wave at

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Speaker 1: people and kind of gauge how friendly folks are. But

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Speaker 1: some folks wrote in from the Pacific Northwest, or our

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Speaker 1: friend Katie up there in Portland, and then a couple

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Speaker 1: of other folks as well up in the Northeast, like

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Speaker 1: I think it was in New York and in Jersey.

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Speaker 1: We're saying, man, if you were to wave at somebody

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Speaker 1: that you didn't know, you would just get stairs at best,

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Speaker 1: you know. So maybe that's our Southern biased shining through.

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Speaker 1: I don't know, but even still, I think that folks

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Speaker 1: should try to be a little more friendly. And if

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Speaker 1: that's not something that you're used to seeing, give it

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Speaker 1: a shot because you might be in a neighborhood that

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Speaker 1: is extra friendly. And who doesn't want to live in

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Speaker 1: a friendly neighborhood where everyone's happy to see you? I

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Speaker 1: know I do, totally, Matt. I mean I want to

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Speaker 1: live in a friendly neighborhood. I feel like we live

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Speaker 1: in a friendly neighborhood. Some of our neighbors have reference

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Speaker 1: to where we live as kind of like Mayberry, Like

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Speaker 1: that's kind of true. And that's kind of what that's

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Speaker 1: what I love about living here. There are always neighbors

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Speaker 1: walking down the sidewalks, interacting with one another. People just

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Speaker 1: kind of know each other and look out for each other,

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Speaker 1: hanging out the front yards. Now that's getting warmer. But

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Speaker 1: what it takes is being intentional. You have to foster

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Speaker 1: that as an individual, and even though it might go

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Speaker 1: against the grain a little bit, maybe worth where you live.

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Speaker 1: You can be that weirdo, like you can be that

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Speaker 1: friendly versa. You have to be the wave in this world?

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Speaker 1: Do you want the waves to wave back? Right? But

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Speaker 1: I think there is a good point that maybe that

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Speaker 1: is also kind of a distinctly Southern thing. We're a

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Speaker 1: little overtly friendly down here. And actually we had a listener,

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Speaker 1: Darren who wrote in and he said, maybe instead of

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Speaker 1: the wave test, consider asking a mail carrier. And I

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Speaker 1: thought that was just the perfect suggestion. I didn't see that.

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Speaker 1: What did you say, asking a mail carrier what they

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Speaker 1: think of the area? Yeah? Exactly, Like so asking about, hey,

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Speaker 1: what happens on this street? They're like literally boots on

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Speaker 1: the ground right, eyes on the street, and so they're

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Speaker 1: a perfect person to ask suggestions about what the neighborhood

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Speaker 1: actually looks like day to day, and that specific street,

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Speaker 1: that specific house, what sort of activity are you seeing?

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Speaker 1: And so I think, Yeah, Darren's point is well taken.

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Speaker 1: If you are looking to buy a home, hanging out

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Speaker 1: and waiting for the mail to come by is not

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Speaker 1: a terrible idea. You might get some great suggestions and

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Speaker 1: some really great thoughts from a mail carrier before you

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Speaker 1: go all in and buy a home. Yeah, I like it,

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Speaker 1: And Jeel, I'm gonna go ahead and introduce this beer.

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Speaker 1: I just sniffed the bottle yet again because this is

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Speaker 1: one of the most delicious, fruity smelling beers I have

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Speaker 1: ever sniffed in my entire life. We have a beer,

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Speaker 1: our second beer now from our listener Jared out in Texas,

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Speaker 1: and this is an at real rubiside from Jester King,

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Speaker 1: which they make some amazing beers out in Texas. I've

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Speaker 1: never had at the Jester King, so I am very

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Speaker 1: excited about this one. Yeah. I think I've only had

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Speaker 1: one beer from Jester King before in my life, and

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Speaker 1: their reputation totally percedes them. They've got this amazing kind

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Speaker 1: of farmhouse style brewery down there in Austin. Uh, And

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Speaker 1: it's definitely one of those that I wanna visit for

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Speaker 1: sure in my life, and atro Rubiside in particular. This

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Speaker 1: beer is probably on like my top five beers I

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Speaker 1: want to drink before I die list. So I'm so

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Speaker 1: excited to drink this beer today. I told him you

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Speaker 1: were pumped. He gave a thumbs up or something. Yeah.

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Speaker 1: So thank you, Jared, seriously so much for donating this beer.

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Speaker 1: I can't tell you how happy it makes me. Yeah, Austin,

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Speaker 1: they didn't They just have a south By Southwest or something.

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Speaker 1: I don't know. I've never been, but want to check

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Speaker 1: it out. Yeah. Here, it's a great town. By the way,

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Speaker 1: I just had my first sip. Can't wait to tell

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Speaker 1: everyone what we think about this beer at the end

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Speaker 1: of the show. Quick hot take though, tastes like raspberry jam,

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Speaker 1: you know, beautiful way Okay, Joe, Let's let's get nerdy.

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Speaker 1: Let's talk about some customer service. Let's do it. Okay.

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Speaker 1: So part of the reason that we felt like we

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Speaker 1: needed to tackle this topic on the show was so

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Speaker 1: many people take what companies give them they failed to

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Speaker 1: advocate for themselves. This can often result in you paying

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Speaker 1: more than you need to unnecessary fees. And let's just

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Speaker 1: state this up front. Not every company is going to

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Speaker 1: deliver great customer service, and doing business with well reviewed

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Speaker 1: companies is gonna nip a lot of customer service issues

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Speaker 1: in the bud. But at times also you're gonna have

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Speaker 1: to do business with companies based on other factors. Potentially

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Speaker 1: they're the only one close by where you can get

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Speaker 1: the item you need. There are all sorts of reasons

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Speaker 1: you might have to do business with a company that

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Speaker 1: isn't well known for customer service. And because so many

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Speaker 1: times in our lives we have to do business with

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Speaker 1: companies that might not necessarily be well known for customer service,

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Speaker 1: it's really helpful to know how to advocate for yourself

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Speaker 1: and how to get good customer service in light of that.

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Speaker 1: So this podcast, we're going to cover a lot of

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Speaker 1: tips for how to get good customer service and specific

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Speaker 1: avenues that you need to take in order to make

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Speaker 1: that happen. Yeah, Joe, it's worth mentioning that not all

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Speaker 1: businesses need to have really great customer service all the time, right,

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Speaker 1: Like I think of Zenny and we talk about them

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Speaker 1: all the time, but I wouldn't really expect them to

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Speaker 1: have great customer service because they just sell cheap eyeglasses.

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Speaker 1: They're the cheapest out there. You can't win it everything, right,

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Speaker 1: Like they're gonna win the game when it comes to

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Speaker 1: getting really really affordable glasses. Yeah, it's kind of like

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Speaker 1: when if you've been in a mechanic shop and they've

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Speaker 1: got the sign that says you can get it two

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Speaker 1: out of three ways, good, fast and cheap, right and Zenny,

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Speaker 1: it's hitting two of those right. It's pretty definitely cheap,

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Speaker 1: and you know they're solid eyeglasses, but you're not getting

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Speaker 1: great customer service at the same time, right, Exactly. The

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Speaker 1: more expensive a product is, or if there's a service

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Speaker 1: that's more personal, certainly that would require a higher level

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Speaker 1: of customer service. Like I think about realtors. You're spending

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Speaker 1: close to maybe two months of your life if not more,

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Speaker 1: with them, talking to them on the phone, texting, meeting

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Speaker 1: with them in person while you're looking at properties, like

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Speaker 1: you really get to know them, and so you want

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Speaker 1: to make sure instances like that that that you do

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Speaker 1: have a high level of customer service. I think of

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Speaker 1: wedding photography like that's something that I do weddings in general,

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Speaker 1: very high levels of customer service are expected, and so

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Speaker 1: I think that's certainly worth noting because there's going to

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Speaker 1: be companies out there that don't provide good customer service.

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Speaker 1: You just want to make sure that they've got other

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Speaker 1: great things going for them in that vein, Matt, let's

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Speaker 1: kind of give a loose definition of customer service. It's

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Speaker 1: going to depend on the company, right, What getting good

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Speaker 1: customer service from that company means. You mentioned Zenny optical

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Speaker 1: getting your product quickly and not being broken. It's like

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Speaker 1: the only requirement rights, that's really the only requirement from Zenny.

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Speaker 1: You're not going to have this amazing personal interaction with

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Speaker 1: somebody from Zenny. That's just not how they do it.

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Speaker 1: If you go with the company like Warwie Parker to

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Speaker 1: get your eyeglasses, you can expect a higher level of

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Speaker 1: customer service. You should also just expect to pay more

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Speaker 1: at the same time, Right, Yeah, it's a fine balance

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Speaker 1: because often times we talk about trying to get the

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Speaker 1: best deal and try not to be cheap. You know,

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Speaker 1: we're trying to be frugal, but a lot of times

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Speaker 1: with that price tag comes a level of customer service.

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Speaker 1: That they're trade offs, and so you know that sure

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Speaker 1: within this example we're talking about any, buts Any, there's

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Speaker 1: not gonna be someone standing there showing you the different

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Speaker 1: frames and kind of fitting it to your face. However,

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Speaker 1: they're gonna be significantly cheaper than they are with Warby Parker. Yeah,

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Speaker 1: so I feel like my reaction from not getting the

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Speaker 1: product as desired from Zenny and from Warby Parker, I

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Speaker 1: would have two different reactions, honestly, you know, I would

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Speaker 1: try to get the situation rectified in both cases. But

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Speaker 1: my way of going about it might just be a

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Speaker 1: little bit different based on their reputation, based on their

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Speaker 1: price point, and based on how they interact with customers today.

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Speaker 1: But ultimately, you want someone to treat you with respect

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Speaker 1: and kindness. You want help when you have an issue,

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Speaker 1: and you want that company to to make it easy

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Speaker 1: on you too, so that you don't have to jump

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Speaker 1: through a million hoops in order to get your problem solved.

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Speaker 1: That's right, you know, And when there is a problem

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Speaker 1: a company being able to provide great customer service, that

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Speaker 1: comes down to the individual, like the individual that you're

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Speaker 1: talking to or that you're meeting with, because honestly, so

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Speaker 1: much is up to them as an employee to figure

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Speaker 1: out what it is that you need or what it

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Speaker 1: is that you're looking for, because in one instance, getting

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Speaker 1: great customer service might be getting your money back, getting

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Speaker 1: a refund, or if you really love the product, it

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Speaker 1: might be getting that replacement because hey, I really like

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Speaker 1: the product, I just want to replacement this one was

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Speaker 1: ship damaged. In other instances, man, it might be up

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Speaker 1: to that person to understand that the customer is just

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Speaker 1: looking to vent, like they're just mad about something, and

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Speaker 1: there may not be anything hard or tangible that the

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Speaker 1: customer service representative might be able to provide. Great customer

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Speaker 1: service doesn't always come down to what can be monetarily

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Speaker 1: given or what product can be given to a customer.

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Speaker 1: Sometimes it can be just listening to the customer. I

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Speaker 1: think that's a huge part of it. And in some instances,

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Speaker 1: I think it might be the customer looking for answers.

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Speaker 1: They might want to learn. They might have some questions

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Speaker 1: as to you, like why the product behaves this way,

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Speaker 1: or you know, why does this service include this? There

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Speaker 1: might be things that weren't explained on the front end,

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Speaker 1: which is also customer service, right like the sort of

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Speaker 1: the sales proces says, but when there is a problem,

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Speaker 1: it might be up to the customer service representative to

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Speaker 1: figure out what it is that's wrong and make sure

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Speaker 1: that the customer understands and that they are educated on

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Speaker 1: the product. Yeah, and so many of us Snowmatt too,

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Speaker 1: that the worst part of not getting good customer service

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Speaker 1: can be the time that we waste trying to get

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Speaker 1: the problem solved, whether it's time spent on hold with

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Speaker 1: the cable or internet company with that terrible hold music,

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Speaker 1: how does it go something exactly like that. Yeah, you've

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Speaker 1: got the Melanie down. Yeah, so there's totally that. I've

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Speaker 1: totally heard that before. We've all been there music. Yeah,

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Speaker 1: And so it's that's one of the toughest parts of

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Speaker 1: a bad customer service is waiting to even talk to somebody,

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Speaker 1: and we're going to get into that in this show too. Basically,

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Speaker 1: it can be emotionally draining as well as draining on

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Speaker 1: your time, potentially draining on your finances at the same time.

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Speaker 1: So when we do take steps to have a problem fixed,

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Speaker 1: it's helpful if we can find the easiest route to

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Speaker 1: take that's going to eliminate some of that emotional and

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Speaker 1: time drainage and just kind of the annoyance that comes

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Speaker 1: with trying to get good customer service. Yeah, I think

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Speaker 1: that's honestly the biggest reason and why I don't advocate

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Speaker 1: for myself. Like when there's times when I know that

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Speaker 1: something's wrong but I don't do anything about it, it's

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Speaker 1: because I just don't have the time for it, or

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Speaker 1: I just don't have the patients because I'm thinking, what

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Speaker 1: are the chances of this getting fixed? And a lot

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Speaker 1: of times you know it's it may not get fixed,

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Speaker 1: or you might get a discount code for the next

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Speaker 1: time you placed an order with them. There's the thought

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Speaker 1: that with larger companies that that may not work out

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Speaker 1: in your favor. But yeah, like you said, when when

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Speaker 1: you do take the steps, you advocate for yourself and

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Speaker 1: to try to have a problem fixed, like you wanted

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Speaker 1: to work. If I want to dedicate any part of

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Speaker 1: my day towards getting something replaced or getting a discount

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Speaker 1: because something showed up scratched, you want to know that

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Speaker 1: it's gonna work right, Like you want to know that

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Speaker 1: the steps you take are going to be worth your time,

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Speaker 1: worth your energy, that it's going to be an efficient

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Speaker 1: use of your time and that in the end, yeah,

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Speaker 1: you're gonna get results, totally true, Matt. Results are what

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Speaker 1: it's all about at the end of the day when

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Speaker 1: it comes to getting good customer service. And so let's

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Speaker 1: talk about the strategies that you can implement into your

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Speaker 1: life in order to get better customer service on the

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Speaker 1: regular right after the break, All right, Joel, and now

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Speaker 1: the first step to get great customer services make sure

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Speaker 1: that you're doing business with great companies whenever possible, right, Yeah,

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Speaker 1: all the time. You want to read reviews, you want

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Speaker 1: to make sure that you're doing research, and even better,

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Speaker 1: hopefully you've heard about that company or that retailer from

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Speaker 1: someone else who's used them. Both of those. Uh, those

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Speaker 1: are two great steps that you can take when you're

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Speaker 1: vetting a company or service. Yeah, there's some companies in particular,

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Speaker 1: they just have great reputations for stellar customer service locally

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Speaker 1: in your area and then nationally as well. So for instance, Matt,

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Speaker 1: we've talked about Aldi before as being a great grocery store,

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Speaker 1: not just because they have some of the lowest prices,

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Speaker 1: but guess what, Aldi has the sweet double Guarantee, which

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Speaker 1: means if you buy an Aldi product and you don't

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Speaker 1: like it, you can return it and not only do

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Speaker 1: you get your money back, but you also get a

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Speaker 1: replacement item. So that's like great customer service right there. Well,

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Speaker 1: on top of that, I think they just retitled it

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Speaker 1: or they renamed it. I think it's called twice as nice.

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Speaker 1: That's nice. Maybe I don't know. That's cute. Yeah, that's cute.

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Speaker 1: Aldi just also treats their employees really well. So you're

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Speaker 1: bound to get better customer service at and Aldi than

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Speaker 1: you are at one of the other major grocery chains.

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Speaker 1: That people are just nicer and more helpful, and and

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Speaker 1: that's because their company treats them well. There are so

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Speaker 1: many other companies, like I can't list them all that

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Speaker 1: have great reputations for customer service, but just a couple

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Speaker 1: of real quick costco ll being those are companies that

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Speaker 1: have great return policies that treat customers well. Have you

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Speaker 1: ever made a return man at like an electronic store

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Speaker 1: and they're asking for all sorts of identification. They don't

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Speaker 1: trust you. It's just a huge pain to do that.

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Speaker 1: It makes you not want to go shop there. It

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Speaker 1: makes it makes you feel like that company thinks that

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Speaker 1: you're a criminal, and that sucks. That's bad customer service.

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Speaker 1: So anytime you can do a little bit of research

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Speaker 1: about a company before you do business with them and

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Speaker 1: kind of know their customer service patterns, obviously not applicable

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Speaker 1: in every scenario, but any time that you can, it's

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Speaker 1: really helpful. That's part of why I shop at Aldi,

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Speaker 1: why shop at Costco. Their reputation for customer service just

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Speaker 1: precedes them. Jel And you mentioned like companies treating their

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Speaker 1: employees well. Good customer service I think is indicative of

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Speaker 1: how an employee feels about the company. Because if you

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Speaker 1: have an employee who's excited to help you, or they're

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Speaker 1: talking about the product right even like the customer service

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Speaker 1: even before the sale, because they just want to help

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Speaker 1: you out, Like that's customer service as well, not just

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Speaker 1: fixing the problem, but on the front end, just chatting

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Speaker 1: you up, like talking about your needs, what is it

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Speaker 1: that you're looking for. When you have someone that's really

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Speaker 1: pumped to be there, it makes you feel good about

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Speaker 1: the company because clearly they do care. And if they

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Speaker 1: hated their job, if they hated the company, I think

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Speaker 1: the chances are that they would be you know, going

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Speaker 1: above and beyond for you, the customer would be slim. Yeah.

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Speaker 1: I think anytime a company offers their employees a sense

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Speaker 1: of autonomy and a sense of buy into the company,

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Speaker 1: I think that person, that individual, that employee is going

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Speaker 1: to serve the customer better. So I think when you

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Speaker 1: get bad customer service at a place, just know too

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Speaker 1: that the that employee is probably disgruntled. They're probably not

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Speaker 1: being treated very well by their employer. Because companies that

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Speaker 1: do treat their employees well, Matt, you're right, You're exactly right,

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Speaker 1: those employees are then going to treat their customers well.

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Speaker 1: That's that's how it works. That, Yeah, it trickles down

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Speaker 1: right completely. And so the next tip that we're gonna

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Speaker 1: cover is just to make sure that you are being

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Speaker 1: a good customer. And this means not asking for an

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Speaker 1: unreasonable things Like I think about Costco, how they have

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Speaker 1: the pretty much unlimited return policy on a lot of items,

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Speaker 1: on a lot of items, right, But and so technically,

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Speaker 1: like you can buy something from Costco and ten years

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Speaker 1: later I didn't like these chips that about ten years ago,

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Speaker 1: sorry Costco, but you can return them and according to

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Speaker 1: company policy, they have to accept it, they have to

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Speaker 1: take it back. But that's just not cool. Certainly, a

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Speaker 1: big part of customer service is how they treat you

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Speaker 1: in that interaction. And I think the fact is they

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Speaker 1: may not treat you as well if they feel like

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Speaker 1: that you're taking advantage of the system, if you're doing

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Speaker 1: something that they feel is sort of uncouth and just

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Speaker 1: not cool. Well, you know what, Like, you're not going

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Speaker 1: to get great customer service if you're trying to return

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Speaker 1: some tires to Costco after you've been driving on it

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Speaker 1: for five years, which you could totally technically do. Just

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Speaker 1: don't be that guy, don't be that girl. And I think, actually, Matt,

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Speaker 1: that those bad apples, those bad customers. In recent years,

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Speaker 1: we've seen companies that have great return policies start to

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Speaker 1: make their return policies just a little less consumer friendly.

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Speaker 1: And that's because of the people that to return their

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Speaker 1: tires after driving on them, or someone who wears the

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Speaker 1: shirt for twenty years and returns it to l L

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Speaker 1: being because of they're awesome in return policy, and so

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Speaker 1: that just kind of ruins it for everyone, and it

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Speaker 1: makes companies less likely to offer great customer service. So

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Speaker 1: be a good customer. Right be someone who doesn't take

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Speaker 1: advantage of the rules, but who uses something like a

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Speaker 1: nice return policy from a company in the way that

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Speaker 1: it's intended. Don't ask for unreasonable things. That's just crappy.

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Speaker 1: We tossed this topic out in our Facebook group as well,

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Speaker 1: Right Customer Service, and the overwhelming response that everyone kind

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Speaker 1: of pitched in and said that this is what you

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Speaker 1: need to do, is to make sure that you're being nice.

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Speaker 1: Make sure that you're being a decent human being, because

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Speaker 1: humbug like nobody wants to help out a jerk, become

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Speaker 1: the type of person that someone actually does want to help.

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Speaker 1: The language I saw being used that multiple folks used

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Speaker 1: was that when you have a customer who is being

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Speaker 1: nice and friendly, that they want to delight and surprise

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Speaker 1: and go above and beyond for that customer, because you

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Speaker 1: know what, like a lot of times folks do come

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Speaker 1: in and they're just not happy, they're complaining and they're

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Speaker 1: honestly taking it out unfairly on the customer service representative

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Speaker 1: or whoever it happens to be in front of them,

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Speaker 1: and if you can just be nice, but do make

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Speaker 1: sure you're clearly communicating with them as see what your

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Speaker 1: problem is, well, the likelihood of you getting helps and

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Speaker 1: even getting something else thrown on that maybe they wouldn't

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Speaker 1: have done anyway. If if you're being considerate of them

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Speaker 1: in their time as well, well, chances are you're going

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Speaker 1: to be way more likely to be helped. Yeah, if

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Speaker 1: you walk into a situation where you're hoping to get

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Speaker 1: a problem resolved and your reaction is human worker, fix

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Speaker 1: my problem, as opposed to making a personal connection with

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Speaker 1: a sense of understanding that they're not the person, even

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Speaker 1: in all likelihood, who caused the problem to begin with.

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Speaker 1: If you ask them even just how how their day

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Speaker 1: has been going, or even just reference their first name,

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Speaker 1: those little bits of kindness, uh, treating someone like a

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Speaker 1: human in the interaction, even if you've been disappointed and

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Speaker 1: the company hasn't lived up to your expectations, you received

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Speaker 1: an item that was broken, the communication back and forth

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Speaker 1: just has been less than stellar. When you do get

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Speaker 1: someone on the line, treating them with kindness goes a

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Speaker 1: long way in you getting your problem resolved. So being

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Speaker 1: a good customer, realizing that people have bad days and

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Speaker 1: taking a few deep breaths before you make that phone call,

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Speaker 1: even if you've had the most painful experience can be

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Speaker 1: really big in actually getting your problem solved versus it

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Speaker 1: lingering and steam coming out of your head at the

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Speaker 1: same time. Yeah. In our Facebook group, Bryce, he mentioned

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Speaker 1: not just being kind, but kind of going over and

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Speaker 1: above being kind. You know. He mentioned chatting up customers

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Speaker 1: back massages that we're talking about for the customer services,

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Speaker 1: you can get all up in their space see how

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Speaker 1: they respond. But he talked about how customer service can

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Speaker 1: be soul crushing work in particular, like call centers, that's

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Speaker 1: all they do. They just sit there and they just

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Speaker 1: get chewed out call after call if you take a

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Speaker 1: minute to actually talk to them and like you said,

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Speaker 1: like treating them as a human versus seeing them mess

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Speaker 1: with of a tool to like, okay, you are between

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Speaker 1: me getting what I wants and you know where I

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Speaker 1: am right now, instead looking at them as an actual

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Speaker 1: human being. Instead, like he talked about how he gets

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Speaker 1: that v I P treatment and not only does this

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Speaker 1: problem get solved, but he kind of comes out ahead

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Speaker 1: even more. I love that great tip. Bryce. Also, don't

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Speaker 1: forget to tell the truth, don't make things up. I

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Speaker 1: think that can make a customer service experience even harder

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Speaker 1: if you have embellished a problem or you haven't been

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Speaker 1: completely for coming in what happened. So be a good customer.

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Speaker 1: But let's say it's hard to find a human at

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Speaker 1: a company. It's maybe a bigger company, and you just

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Speaker 1: are having trouble even getting someone on the phone. Well,

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Speaker 1: I think it's important to mention sites like get human

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Speaker 1: dot com, Dial a Human, and lucy Phone they can

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Speaker 1: help you find an actual person. And lucy Phone is

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Speaker 1: actually a really cool service, Matt, because what they'll do

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Speaker 1: is you put in your phone number and they will

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Speaker 1: essentially wait on hold for you and then call your

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Speaker 1: phone when the customer service representative picks up, so you

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Speaker 1: don't have to hear that really terrible music that you

430
00:18:32,680 --> 00:18:34,040
Speaker 1: and I just try to do a rendition of a

431
00:18:34,080 --> 00:18:36,520
Speaker 1: little bit earlier. You're not waiting on hold. Your phone

432
00:18:36,600 --> 00:18:38,840
Speaker 1: rings when the customer service rep is ready for you,

433
00:18:38,960 --> 00:18:41,240
Speaker 1: ye juel. In specific to lucy Phone, I love on

434
00:18:41,280 --> 00:18:43,679
Speaker 1: their site that they have how much time that they

435
00:18:43,760 --> 00:18:47,160
Speaker 1: saved their users over eighty four years of their life.

436
00:18:47,520 --> 00:18:50,200
Speaker 1: That's incredible. I love that, and it's worth noting to

437
00:18:50,480 --> 00:18:52,640
Speaker 1: that different sites like get human or dial a Human

438
00:18:52,960 --> 00:18:55,760
Speaker 1: they may not have like special secret numbers or anything

439
00:18:55,800 --> 00:18:57,760
Speaker 1: like that. Some of them might depending on the company

440
00:18:57,760 --> 00:18:59,320
Speaker 1: that you're trying to look up, but it's just a

441
00:18:59,359 --> 00:19:01,800
Speaker 1: great data as a great sort of aggregate site where

442
00:19:01,840 --> 00:19:03,840
Speaker 1: you can look up any phone number for any company,

443
00:19:03,920 --> 00:19:06,840
Speaker 1: even if you can't find it on that specific company's website.

444
00:19:06,840 --> 00:19:09,280
Speaker 1: But often they have those prompts listed out, yeah, exactly,

445
00:19:09,280 --> 00:19:11,560
Speaker 1: which is so nice because you don't have to wait

446
00:19:11,600 --> 00:19:14,600
Speaker 1: through hearing every single it might take five or six

447
00:19:14,640 --> 00:19:17,639
Speaker 1: button pushes or maybe even more to get to that

448
00:19:17,720 --> 00:19:20,080
Speaker 1: customer service rep that you're looking to find, like a

449
00:19:20,119 --> 00:19:22,000
Speaker 1: minute each as well, so you're looking at you know,

450
00:19:22,119 --> 00:19:24,480
Speaker 1: five six minutes and just a bunch of annoyance. So

451
00:19:24,560 --> 00:19:27,040
Speaker 1: get human. If you can find the prompts before you

452
00:19:27,080 --> 00:19:29,440
Speaker 1: even get there, or even just a number that helps

453
00:19:29,440 --> 00:19:32,239
Speaker 1: you reach someone more quickly, that's that's awesome. I love that.

454
00:19:32,600 --> 00:19:34,040
Speaker 1: The next thing we're gonna talk about is one of

455
00:19:34,080 --> 00:19:36,800
Speaker 1: our favorite sort of avenues for getting great customer service,

456
00:19:36,840 --> 00:19:39,280
Speaker 1: and that's using social media to reach out to companies

457
00:19:39,320 --> 00:19:41,800
Speaker 1: when you have a problem. And Twitter is quickly becoming

458
00:19:41,960 --> 00:19:44,040
Speaker 1: the best way to get in touch with companies, but

459
00:19:44,080 --> 00:19:46,480
Speaker 1: you can also reach out to Facebook either way. Both

460
00:19:46,480 --> 00:19:48,080
Speaker 1: of those can help you get in touch with the

461
00:19:48,160 --> 00:19:50,400
Speaker 1: sort of the most savvy and helpful folks that work

462
00:19:50,440 --> 00:19:52,320
Speaker 1: for that company. And the fact is is that these

463
00:19:52,320 --> 00:19:56,119
Speaker 1: companies they don't want negative questions or negative press sitting

464
00:19:56,119 --> 00:19:58,280
Speaker 1: out there, whether it be on their Facebook page or

465
00:19:58,320 --> 00:20:00,800
Speaker 1: whether it be an act that has have been responded to.

466
00:20:01,359 --> 00:20:02,919
Speaker 1: They want it to look good. And so when you

467
00:20:02,960 --> 00:20:05,600
Speaker 1: have a negative experience or you have a complaint that's

468
00:20:05,600 --> 00:20:08,200
Speaker 1: sitting out there floating like, people see that and that's

469
00:20:08,200 --> 00:20:09,560
Speaker 1: something that they want to nip in the butt as

470
00:20:09,600 --> 00:20:12,160
Speaker 1: quickly as possible. You're not typically making that phone call

471
00:20:12,359 --> 00:20:15,280
Speaker 1: in front of three or four of your friends, but

472
00:20:15,320 --> 00:20:17,639
Speaker 1: when you are posting on social media, you are, and

473
00:20:17,680 --> 00:20:19,280
Speaker 1: they're aware of that, and so they're trying to make

474
00:20:19,320 --> 00:20:21,560
Speaker 1: best use of their resources. Yeah, I believe someone in

475
00:20:21,560 --> 00:20:25,119
Speaker 1: our Facebook group mentioned Facebook Messenger. That's quickly becoming another

476
00:20:25,119 --> 00:20:29,200
Speaker 1: place where companies reply to customer service complaints. I personally

477
00:20:29,200 --> 00:20:31,240
Speaker 1: have used Twitter a lot. I feel like it is

478
00:20:31,280 --> 00:20:33,879
Speaker 1: super helpful, even just the d M version of Twitter,

479
00:20:34,080 --> 00:20:37,080
Speaker 1: for example, at Comcast cares and at A T T Cares.

480
00:20:37,359 --> 00:20:40,000
Speaker 1: If you're having issues with bigger companies like that, they

481
00:20:40,040 --> 00:20:42,280
Speaker 1: often have actually specific handles, or even if they don't

482
00:20:42,280 --> 00:20:44,560
Speaker 1: have a separate handle, that's where they have kind of

483
00:20:44,560 --> 00:20:47,560
Speaker 1: their best customer service team. It's usually kind of a

484
00:20:47,600 --> 00:20:50,879
Speaker 1: savvier bunch that can make things happen more quickly. Often,

485
00:20:50,880 --> 00:20:53,560
Speaker 1: the people that work in customer service on the social

486
00:20:53,560 --> 00:20:56,879
Speaker 1: media side, they're more empowered to make decisions to to

487
00:20:56,960 --> 00:20:59,119
Speaker 1: benefit you when you have a problem, So turning to

488
00:20:59,160 --> 00:21:01,040
Speaker 1: social media is a great way to go. I just

489
00:21:01,080 --> 00:21:03,159
Speaker 1: wanted to give an example, Matt. I've talked about on

490
00:21:03,200 --> 00:21:05,919
Speaker 1: the show before, a company Rapify that I used to

491
00:21:05,920 --> 00:21:07,800
Speaker 1: wrap my car and it was great. I made some

492
00:21:07,840 --> 00:21:09,600
Speaker 1: money by putting a car wrap on my car and

493
00:21:09,680 --> 00:21:11,679
Speaker 1: driving it around. A lot of people made fun of

494
00:21:11,680 --> 00:21:12,920
Speaker 1: me for it, but you know what, it was Okay.

495
00:21:12,960 --> 00:21:14,560
Speaker 1: I made some money on the side, and I'm totally

496
00:21:14,600 --> 00:21:17,000
Speaker 1: fine with that. But when that campaign ended and I

497
00:21:17,040 --> 00:21:19,520
Speaker 1: took my car in in order to get the deco removed,

498
00:21:19,680 --> 00:21:21,720
Speaker 1: there was just a minor issues. The person taking it

499
00:21:21,720 --> 00:21:25,040
Speaker 1: off broke my rear wiper blade, and I was emailing

500
00:21:25,040 --> 00:21:26,680
Speaker 1: back and forth with someone and then they just kind

501
00:21:26,680 --> 00:21:30,040
Speaker 1: of ghosted me. They stopped responding. Man, not cool. Yeah,

502
00:21:30,080 --> 00:21:32,000
Speaker 1: and I just I responded like three or four more

503
00:21:32,040 --> 00:21:35,639
Speaker 1: times and was having trouble getting anyone to acknowledge me.

504
00:21:35,880 --> 00:21:39,040
Speaker 1: So finally I took to Twitter and I said, hey, Rapify,

505
00:21:39,080 --> 00:21:41,200
Speaker 1: what's going on. I've been emailing with the same person

506
00:21:41,359 --> 00:21:43,679
Speaker 1: and and they just stopped replying. Can you help me

507
00:21:43,720 --> 00:21:46,720
Speaker 1: get my problem solved? Man, that problem was fixed that day.

508
00:21:46,760 --> 00:21:49,399
Speaker 1: It was super helpful. So I wasn't looking to shame

509
00:21:49,440 --> 00:21:52,359
Speaker 1: them initially. And I think sometimes customers go to social

510
00:21:52,359 --> 00:21:55,119
Speaker 1: media too quickly to make a company feel terrible about

511
00:21:55,119 --> 00:21:57,320
Speaker 1: what they've done. They'd like to get their problem resolved.

512
00:21:57,440 --> 00:21:59,639
Speaker 1: More than anything. They want to make that company feel

513
00:21:59,680 --> 00:22:01,800
Speaker 1: some pain, and they think social media is a way

514
00:22:01,800 --> 00:22:03,399
Speaker 1: to do that. I think if you approach it in

515
00:22:03,400 --> 00:22:06,240
Speaker 1: that manner on social media, you're unlikely to get served

516
00:22:06,280 --> 00:22:08,199
Speaker 1: in the way that you want. But if you approach

517
00:22:08,240 --> 00:22:11,240
Speaker 1: it from a way of just asking for help, that's

518
00:22:11,240 --> 00:22:12,880
Speaker 1: a much better way to go about it. But yes,

519
00:22:12,920 --> 00:22:15,399
Speaker 1: social media is one of the best avenues for actually

520
00:22:15,440 --> 00:22:17,920
Speaker 1: getting some movement on the problem that you're facing. Yeah.

521
00:22:18,119 --> 00:22:20,159
Speaker 1: Another quick example, back in the day, when you and

522
00:22:20,200 --> 00:22:22,800
Speaker 1: I used to host our own podcast, well, like the

523
00:22:22,840 --> 00:22:25,840
Speaker 1: company that would store the file like the digital files

524
00:22:25,920 --> 00:22:29,000
Speaker 1: and distribute you know, our audio files that company, we're

525
00:22:29,000 --> 00:22:31,280
Speaker 1: having an issue with them. We had reached out earlier

526
00:22:31,280 --> 00:22:34,000
Speaker 1: that day and hadn't heard back in an hour or two,

527
00:22:34,320 --> 00:22:35,960
Speaker 1: and so I was like, hey, let it hit him

528
00:22:36,000 --> 00:22:38,640
Speaker 1: up on Twitter, sent out a nice tweet, and within

529
00:22:38,720 --> 00:22:41,960
Speaker 1: nine minutes they responded and we had our issue being

530
00:22:42,000 --> 00:22:44,439
Speaker 1: worked on, which was amazing. That's the kind of response

531
00:22:44,440 --> 00:22:46,160
Speaker 1: that I wanted to see because in our case there

532
00:22:46,240 --> 00:22:48,399
Speaker 1: is a more major issue. I think our podcast was

533
00:22:48,440 --> 00:22:50,240
Speaker 1: down or something, but it was something that needs to

534
00:22:50,240 --> 00:22:53,320
Speaker 1: be resolved very quickly, and hopping on Twitter like that,

535
00:22:53,480 --> 00:22:54,840
Speaker 1: you know, with a nice tweet like that, was a

536
00:22:54,920 --> 00:22:57,800
Speaker 1: very effective way to see quick results. And actually I

537
00:22:57,800 --> 00:22:59,960
Speaker 1: just thought of one more example. Atlanta three on one

538
00:23:00,520 --> 00:23:02,920
Speaker 1: is an awesome Twitter account that Atlanta, the City of

539
00:23:02,920 --> 00:23:05,520
Speaker 1: Atlanta has. It's like at a t L three one one,

540
00:23:05,760 --> 00:23:09,199
Speaker 1: and they constantly feel people's requests if they see like

541
00:23:09,240 --> 00:23:11,640
Speaker 1: a water main break or the sidewalks busted, and they

542
00:23:11,640 --> 00:23:14,480
Speaker 1: respond to folks typically like within the hour. And by

543
00:23:14,480 --> 00:23:16,359
Speaker 1: the way, I just saw in there that bolk pickup

544
00:23:16,400 --> 00:23:18,240
Speaker 1: is going to be changing when it comes to our trash.

545
00:23:18,280 --> 00:23:20,560
Speaker 1: So heads up, they're putting useful information out there. So

546
00:23:20,600 --> 00:23:22,720
Speaker 1: I thought that was a unique way that not only

547
00:23:22,880 --> 00:23:25,399
Speaker 1: is a company, but an actual city is using social

548
00:23:25,400 --> 00:23:28,080
Speaker 1: media to keep people happy. Great customer service from your

549
00:23:28,080 --> 00:23:30,840
Speaker 1: local government. I love it, Matt. Another important thing to

550
00:23:30,880 --> 00:23:33,639
Speaker 1: consider when you're striving to get great customer service is

551
00:23:33,680 --> 00:23:36,439
Speaker 1: to document your conversations. If you're on the phone with

552
00:23:36,480 --> 00:23:39,240
Speaker 1: an employee from a company and your promise something, it's

553
00:23:39,240 --> 00:23:41,679
Speaker 1: really important to ask for that in writing. A lot

554
00:23:41,720 --> 00:23:44,680
Speaker 1: of people, in particular with the big Internet and cable companies,

555
00:23:44,960 --> 00:23:48,480
Speaker 1: have issues being told something by a customer service representative,

556
00:23:48,640 --> 00:23:51,000
Speaker 1: but with no written proof, you're just gonna run into

557
00:23:51,000 --> 00:23:52,919
Speaker 1: a brick wall all day and when it comes to

558
00:23:52,920 --> 00:23:56,080
Speaker 1: actually getting that thing. So asking for something in writing

559
00:23:56,080 --> 00:23:57,959
Speaker 1: when you're on the phone is super helpful. Or at

560
00:23:58,040 --> 00:24:00,919
Speaker 1: least ask for that person's name and employee number. That

561
00:24:00,960 --> 00:24:03,120
Speaker 1: can be helpful as well. If you're doing an online

562
00:24:03,160 --> 00:24:06,000
Speaker 1: chat with someone, which I love online chats, personally print

563
00:24:06,040 --> 00:24:08,600
Speaker 1: that online chat out when you're done. If you're emailing,

564
00:24:08,720 --> 00:24:11,760
Speaker 1: keep your email record so that you can point back

565
00:24:11,760 --> 00:24:14,680
Speaker 1: to it when you're talking to potentially a different customer

566
00:24:14,720 --> 00:24:18,840
Speaker 1: service representative, or even just refreshing someone's mind. Keeping a

567
00:24:18,880 --> 00:24:20,880
Speaker 1: record is super helpful If you don't have a print

568
00:24:20,920 --> 00:24:22,480
Speaker 1: at home, and you don't want to print that out

569
00:24:22,560 --> 00:24:25,520
Speaker 1: or you can't. Even taking a screenshot is incredibly helpful,

570
00:24:25,600 --> 00:24:27,600
Speaker 1: and a Mac that's super simple. I know, it's shift

571
00:24:27,640 --> 00:24:30,200
Speaker 1: command three and that takes the screenshot of the entire

572
00:24:30,240 --> 00:24:32,080
Speaker 1: screen right there. So that way you've got that proof

573
00:24:32,119 --> 00:24:33,720
Speaker 1: and then you can hold the company to what they

574
00:24:33,760 --> 00:24:36,040
Speaker 1: said that they would actually do. On the note of

575
00:24:36,080 --> 00:24:38,359
Speaker 1: asking for their name, a listener in our group, Joe,

576
00:24:38,480 --> 00:24:40,639
Speaker 1: he actually mentioned to ask what their name is when

577
00:24:40,640 --> 00:24:43,560
Speaker 1: you're talking to them, just from having a conversation, and

578
00:24:43,600 --> 00:24:45,520
Speaker 1: to write their name down so you can actually use it.

579
00:24:45,960 --> 00:24:48,240
Speaker 1: And that one's totally stuck out to me because I

580
00:24:48,320 --> 00:24:51,720
Speaker 1: have a terrible habit of not remembering people's names. So yeah,

581
00:24:51,760 --> 00:24:53,680
Speaker 1: when I saw that, I thought, oh man, that's totally

582
00:24:53,720 --> 00:24:56,080
Speaker 1: something I could do, because again, it comes down to

583
00:24:56,440 --> 00:24:59,440
Speaker 1: being human, and when you're calling somebody by their actual name,

584
00:24:59,480 --> 00:25:01,639
Speaker 1: they're gonna be more responsive to you because, you know what,

585
00:25:01,680 --> 00:25:03,800
Speaker 1: that's what their friends call them as well, or probably

586
00:25:04,000 --> 00:25:07,120
Speaker 1: that's probably what their friends called them. That's a great tip.

587
00:25:07,119 --> 00:25:09,040
Speaker 1: I hadn't really thought about that, but writing down the

588
00:25:09,160 --> 00:25:11,600
Speaker 1: name and then using it throughout the conversation just helps

589
00:25:11,640 --> 00:25:14,520
Speaker 1: reinforce that that person is a person and not just

590
00:25:14,640 --> 00:25:16,520
Speaker 1: a tool to get what you want to accomplished. Right.

591
00:25:16,880 --> 00:25:19,679
Speaker 1: Another thing that you should consider is escalating if need be.

592
00:25:20,160 --> 00:25:22,840
Speaker 1: We've talked on a prior episode about the customer retention

593
00:25:22,840 --> 00:25:25,399
Speaker 1: department being the only place that's actually going to consider

594
00:25:25,480 --> 00:25:28,520
Speaker 1: lowering your internet or cable bill. Looking for the right

595
00:25:28,560 --> 00:25:31,800
Speaker 1: department or asking to speak to a manager in case

596
00:25:31,920 --> 00:25:34,399
Speaker 1: you run into a roadblock, that's gonna be really helpful

597
00:25:34,440 --> 00:25:36,719
Speaker 1: for you, whether it means actually using the word escalate,

598
00:25:37,000 --> 00:25:39,639
Speaker 1: asking in particular to speak to a manager, or asking

599
00:25:39,680 --> 00:25:41,960
Speaker 1: if you're even in the right department. That's a way

600
00:25:41,960 --> 00:25:44,520
Speaker 1: for you to get your customer service issue addressed if

601
00:25:44,600 --> 00:25:47,800
Speaker 1: you keep butting your head against the system. CHEDO in

602
00:25:47,840 --> 00:25:49,480
Speaker 1: This last tip that we're going to cover before the

603
00:25:49,520 --> 00:25:52,000
Speaker 1: break isn't something that I've actually done. You wrote this down,

604
00:25:52,000 --> 00:25:54,000
Speaker 1: so I'm gonna see if you have personal experience with it.

605
00:25:54,119 --> 00:25:56,520
Speaker 1: But you mentioned to try contacting like the vice president

606
00:25:56,560 --> 00:25:58,080
Speaker 1: you know, or maybe like the founder of a smaller

607
00:25:58,119 --> 00:26:01,280
Speaker 1: company by like looking them up on the website, figuring

608
00:26:01,280 --> 00:26:03,719
Speaker 1: out their name, and then looking them up on LinkedIn

609
00:26:05,119 --> 00:26:07,159
Speaker 1: and then maybe like shooting him a message through LinkedIn

610
00:26:07,280 --> 00:26:08,879
Speaker 1: or something like that. Have you done this yourself? So

611
00:26:09,000 --> 00:26:11,840
Speaker 1: I have U only a couple of times. It's one

612
00:26:11,920 --> 00:26:14,240
Speaker 1: what you've done more than what maybe, So it's not

613
00:26:14,320 --> 00:26:16,600
Speaker 1: something it's not something you want to abuse. But if

614
00:26:16,600 --> 00:26:19,560
Speaker 1: you do find yourself like running into an issue continually

615
00:26:19,560 --> 00:26:22,080
Speaker 1: with the same company, typically the person that started it,

616
00:26:22,320 --> 00:26:24,760
Speaker 1: if it's a smaller company or a vice president of

617
00:26:24,760 --> 00:26:26,720
Speaker 1: a larger company, those are the kind of things they

618
00:26:26,760 --> 00:26:29,040
Speaker 1: want to know about. They're not always up to speed

619
00:26:29,080 --> 00:26:31,879
Speaker 1: on exactly what's happening in the customer service call center

620
00:26:32,320 --> 00:26:35,399
Speaker 1: or or with the employees that are responding via chat,

621
00:26:35,600 --> 00:26:37,840
Speaker 1: and so reaching out to someone kind of who's a

622
00:26:37,840 --> 00:26:39,960
Speaker 1: little bit higher up in the company, that can be

623
00:26:40,000 --> 00:26:42,000
Speaker 1: a play that you make. That's kind of a last

624
00:26:42,000 --> 00:26:44,119
Speaker 1: resort that you don't use often. Yeah, I guess that's

625
00:26:44,160 --> 00:26:45,520
Speaker 1: kind of how you go about plant all the big

626
00:26:45,520 --> 00:26:49,159
Speaker 1: guns exactly. Yeah. So when one time, Matt, this is

627
00:26:49,160 --> 00:26:51,440
Speaker 1: a story for another day, but my niece on Leaf

628
00:26:51,480 --> 00:26:53,639
Speaker 1: was stolen and I thought that the thief has stolen

629
00:26:53,640 --> 00:26:55,399
Speaker 1: my charging cord and not return that when when I

630
00:26:55,440 --> 00:26:58,080
Speaker 1: got the car back. Those charging chords, like six dollars

631
00:26:58,080 --> 00:27:00,639
Speaker 1: are super expensive, and so I reached out to Nissan

632
00:27:00,720 --> 00:27:03,119
Speaker 1: to try to ask if they had any sort of program,

633
00:27:03,160 --> 00:27:05,880
Speaker 1: any sort of way of giving me a huge charging chord,

634
00:27:05,920 --> 00:27:08,240
Speaker 1: anything like that, and I was getting bubb kissed like

635
00:27:08,280 --> 00:27:10,439
Speaker 1: nobody was responding at all. So I figured it was

636
00:27:10,480 --> 00:27:13,560
Speaker 1: worth emailing someone who I thought it was a decision maker,

637
00:27:13,760 --> 00:27:16,440
Speaker 1: and I finally heard back on LinkedIn from a vice

638
00:27:16,440 --> 00:27:19,280
Speaker 1: president that worked for Nissan that who was super helpful.

639
00:27:19,600 --> 00:27:21,440
Speaker 1: It's not something I want to do every day because

640
00:27:21,440 --> 00:27:23,399
Speaker 1: I don't want to bother people that have more important

641
00:27:23,440 --> 00:27:25,320
Speaker 1: things going on. You could also look up their address

642
00:27:25,359 --> 00:27:26,720
Speaker 1: and show up at the front door in the morning

643
00:27:26,720 --> 00:27:29,040
Speaker 1: and knock. Right. That's a really good tip, Matt, that's

644
00:27:29,040 --> 00:27:30,520
Speaker 1: a really good tip. All right, Maybe you don't do

645
00:27:30,560 --> 00:27:32,600
Speaker 1: that because that could get you arrested or something like that,

646
00:27:33,080 --> 00:27:36,000
Speaker 1: but but a LinkedIn message or an email to to

647
00:27:36,119 --> 00:27:39,000
Speaker 1: someone in charge can be really helpful. If you email

648
00:27:39,040 --> 00:27:42,240
Speaker 1: Jeff Bezos from Amazon, you might not get any traction, right,

649
00:27:42,359 --> 00:27:44,280
Speaker 1: but if you email one of his under links, one

650
00:27:44,320 --> 00:27:46,719
Speaker 1: of his vice presidents, you might actually get some movement.

651
00:27:46,720 --> 00:27:48,800
Speaker 1: You might see something happen if you have a customer

652
00:27:48,840 --> 00:27:51,120
Speaker 1: service issue. So that's why I mentioned the vice president thing.

653
00:27:52,320 --> 00:27:54,280
Speaker 1: So I love that you did that. Man, it never

654
00:27:54,359 --> 00:27:56,600
Speaker 1: hurts to ask. And so after the break, we're gonna

655
00:27:56,600 --> 00:27:59,680
Speaker 1: cover what to do in a worst case scenario of

656
00:27:59,800 --> 00:28:02,679
Speaker 1: terror a customer service stick around for that's as well

657
00:28:02,720 --> 00:28:05,320
Speaker 1: as some other tips and considerations. Right after the break,

658
00:28:13,480 --> 00:28:14,879
Speaker 1: all right, mat than just a minute, we're going to

659
00:28:14,960 --> 00:28:17,120
Speaker 1: get to those worst case scenarios. Where do you turn

660
00:28:17,320 --> 00:28:20,159
Speaker 1: if you're unable to get any sort of customer service movement?

661
00:28:20,359 --> 00:28:22,000
Speaker 1: So we'll get to that in just a second, But first,

662
00:28:22,040 --> 00:28:23,760
Speaker 1: it is going to be different when you're trying to

663
00:28:23,800 --> 00:28:27,000
Speaker 1: get customer service movement from a small, local company versus

664
00:28:27,080 --> 00:28:29,439
Speaker 1: a national company, right, And that can be good or

665
00:28:29,480 --> 00:28:32,600
Speaker 1: bad depending. There are often fewer mechanisms in order to

666
00:28:32,680 --> 00:28:35,479
Speaker 1: get good customer service when you're dealing with a local company.

667
00:28:35,920 --> 00:28:37,640
Speaker 1: I had an issue the other day where I asked

668
00:28:37,680 --> 00:28:39,160
Speaker 1: to speak to a manager and the person I was

669
00:28:39,160 --> 00:28:41,720
Speaker 1: speaking to was the manager. And that's kind of what

670
00:28:41,840 --> 00:28:45,080
Speaker 1: happens sometimes. Jokes, right, that's kind of what happens sometimes

671
00:28:45,120 --> 00:28:47,720
Speaker 1: in a smaller, more local company. There's just not much

672
00:28:47,760 --> 00:28:51,200
Speaker 1: recourse if you can't connect with that single individual. But

673
00:28:51,320 --> 00:28:54,280
Speaker 1: there's also the chance for more humanity when you're talking

674
00:28:54,280 --> 00:28:57,000
Speaker 1: to a local company a national company, there's a there's

675
00:28:57,000 --> 00:28:58,800
Speaker 1: a higher chance that you're going to need to find

676
00:28:58,800 --> 00:29:01,480
Speaker 1: the right phone number or you social media. That just

677
00:29:01,520 --> 00:29:04,200
Speaker 1: depends oftentimes right on the size and the structure of

678
00:29:04,480 --> 00:29:07,040
Speaker 1: the company you're dealing with. And Jel, you mentioned social media.

679
00:29:07,120 --> 00:29:09,560
Speaker 1: Let's again go back to that, right, Let's envision that

680
00:29:09,680 --> 00:29:11,360
Speaker 1: you've exhausted all the different options that we've kind of

681
00:29:11,400 --> 00:29:14,080
Speaker 1: covered up until this point. Honestly think going back to

682
00:29:14,160 --> 00:29:16,360
Speaker 1: social media and kind of doing a form of online

683
00:29:16,360 --> 00:29:19,200
Speaker 1: picketing is the next step to take. Yeah, if you're

684
00:29:19,240 --> 00:29:22,800
Speaker 1: getting completely stone walled, that might be your only option, right. Yeah, Seriously,

685
00:29:22,800 --> 00:29:25,080
Speaker 1: like complaining on social media because it's out there and

686
00:29:25,080 --> 00:29:27,360
Speaker 1: because everyone sees it, and that if they don't address it,

687
00:29:27,400 --> 00:29:30,280
Speaker 1: they look bad. But those social media complaints can honestly

688
00:29:30,320 --> 00:29:32,680
Speaker 1: be the nudge that a company needs. I'm thinking of

689
00:29:32,800 --> 00:29:36,920
Speaker 1: United Airlines after they treated several of their passengers very

690
00:29:36,960 --> 00:29:40,200
Speaker 1: poorly and busted them up. There's a whole movement where

691
00:29:40,200 --> 00:29:42,720
Speaker 1: folks were taking over the United Journey hashtag. That was

692
00:29:42,720 --> 00:29:45,040
Speaker 1: the hashtag that United Airlines had come up with for

693
00:29:45,080 --> 00:29:48,280
Speaker 1: an advertising campaign, and it's totally backfired because shortly after

694
00:29:48,320 --> 00:29:50,600
Speaker 1: that was when they dragged that doctor off the off

695
00:29:50,640 --> 00:29:52,600
Speaker 1: the flight, you know, and they totally remember that bleeding

696
00:29:52,640 --> 00:29:55,160
Speaker 1: from his face. It's terrible, it's not good at all.

697
00:29:55,240 --> 00:29:58,400
Speaker 1: But folks were claiming that and kind of repurposing it

698
00:29:58,440 --> 00:30:01,760
Speaker 1: basically talking about just how terrible United Airlines was and

699
00:30:01,800 --> 00:30:03,840
Speaker 1: even coming up with new hashtags, like there was one

700
00:30:03,920 --> 00:30:07,280
Speaker 1: that was hashtag new United Airlines mottoes where folks were

701
00:30:07,360 --> 00:30:09,840
Speaker 1: essentially writing in with their own sort of slogans based

702
00:30:09,840 --> 00:30:11,400
Speaker 1: on the current news and just all the terrible things

703
00:30:11,440 --> 00:30:13,560
Speaker 1: that United Airlines was doing. You know. Hopefully they learned

704
00:30:13,560 --> 00:30:14,760
Speaker 1: their lesson and will be able to kind of move

705
00:30:14,800 --> 00:30:17,000
Speaker 1: past that and then never have an incident like that

706
00:30:17,040 --> 00:30:19,840
Speaker 1: in their history. But that was a way for the

707
00:30:19,840 --> 00:30:22,960
Speaker 1: people to speak collectively and say, hey, this is terrible, Like,

708
00:30:23,040 --> 00:30:24,720
Speaker 1: we do not stand behind this, We did not like

709
00:30:24,760 --> 00:30:27,959
Speaker 1: how you're treating your customers or just people in general.

710
00:30:28,000 --> 00:30:29,760
Speaker 1: It's just a terrible way to behave as a company.

711
00:30:30,040 --> 00:30:31,880
Speaker 1: I guess while we're bashing United, let's do another one.

712
00:30:31,880 --> 00:30:33,800
Speaker 1: There was a guy back in the day who had

713
00:30:33,800 --> 00:30:36,360
Speaker 1: his guitar broken by United Airlines and he came up

714
00:30:36,440 --> 00:30:39,600
Speaker 1: with catchy YouTube video where he wrote a song about

715
00:30:39,600 --> 00:30:42,719
Speaker 1: it on a guitar that wasn't broken by United Airlines,

716
00:30:42,760 --> 00:30:45,200
Speaker 1: I guess, and that was that just went viral. And

717
00:30:45,240 --> 00:30:47,960
Speaker 1: so they're just these ways in the worst case scenario

718
00:30:48,000 --> 00:30:50,800
Speaker 1: where you can use social media kind of to your benefit.

719
00:30:51,040 --> 00:30:53,080
Speaker 1: We mentioned earlier about reaching out for help, and now

720
00:30:53,120 --> 00:30:54,880
Speaker 1: this is a case in which you're kind of picking

721
00:30:55,120 --> 00:30:57,280
Speaker 1: and letting people know that you've had a bad experience.

722
00:30:57,320 --> 00:30:59,240
Speaker 1: In my opinion, that's more of a last resort, but

723
00:30:59,320 --> 00:31:01,680
Speaker 1: it is a step that can be helpful if you

724
00:31:01,760 --> 00:31:05,360
Speaker 1: are experiencing just complete inattention to your issue. Yeah, at

725
00:31:05,360 --> 00:31:07,640
Speaker 1: that point, you're not trying to get your problem fixed anymore. Essentially,

726
00:31:07,680 --> 00:31:10,520
Speaker 1: what you're doing is you're warning other customers. You're saying, hey,

727
00:31:10,800 --> 00:31:13,680
Speaker 1: watch out for these guys because they suck Matt. And

728
00:31:13,680 --> 00:31:16,360
Speaker 1: that's online picketing, But there's an in person version of

729
00:31:16,360 --> 00:31:18,560
Speaker 1: picketing as well, right where you can actually stand in

730
00:31:18,600 --> 00:31:21,240
Speaker 1: front of a local business on a weekend, right and

731
00:31:21,320 --> 00:31:23,480
Speaker 1: hurt their sales and hurt their reputation by doing some

732
00:31:23,520 --> 00:31:25,040
Speaker 1: picketing in front of a business. And I feel like,

733
00:31:25,040 --> 00:31:28,360
Speaker 1: again that is a last resort sort of option for you.

734
00:31:28,600 --> 00:31:31,960
Speaker 1: But if you have let's say, body card dealership and

735
00:31:32,040 --> 00:31:34,200
Speaker 1: they pulled a fast one on you. And this happens

736
00:31:34,200 --> 00:31:36,760
Speaker 1: all over the country. They say, actually, you don't qualify

737
00:31:36,840 --> 00:31:38,400
Speaker 1: for that loan at six percent, even though you've signed

738
00:31:38,440 --> 00:31:40,040
Speaker 1: all these papers. Now you have to come in and

739
00:31:40,080 --> 00:31:42,360
Speaker 1: resign this paper where you have a fourteen percent interest rate.

740
00:31:42,480 --> 00:31:44,960
Speaker 1: Let's say you've had something terrible happened to you, you

741
00:31:44,960 --> 00:31:47,880
Speaker 1: should consider at least picketing in front of that business

742
00:31:47,920 --> 00:31:50,600
Speaker 1: with a sign telling the truth about what happened. Yeah,

743
00:31:50,640 --> 00:31:52,880
Speaker 1: you have a legal right to do that. Exactly, you

744
00:31:52,880 --> 00:31:54,560
Speaker 1: can't be on their property. You need to be on

745
00:31:54,600 --> 00:31:57,720
Speaker 1: a sidewalk or at least you know your local municipalities

746
00:31:57,800 --> 00:31:59,840
Speaker 1: rules when it comes to picketing. But no, you're right

747
00:31:59,840 --> 00:32:01,840
Speaker 1: to the same time, and if you need to stand

748
00:32:01,880 --> 00:32:03,360
Speaker 1: up for yourself and you need to pick it in

749
00:32:03,400 --> 00:32:05,760
Speaker 1: front of a local business letting people know what happened

750
00:32:05,760 --> 00:32:08,040
Speaker 1: to you. I think in the case of something severe

751
00:32:08,080 --> 00:32:10,040
Speaker 1: and egregious that a company has done to you, it's

752
00:32:10,080 --> 00:32:13,280
Speaker 1: a worthwhile consideration. Yeah, this is also something I've never done.

753
00:32:13,520 --> 00:32:15,680
Speaker 1: Have you ever picketed before? No? Never pick it. Yeah,

754
00:32:15,720 --> 00:32:17,600
Speaker 1: I'm glad I've never gotten to the point to where

755
00:32:17,800 --> 00:32:20,320
Speaker 1: I felt like I needed to do that, I know, yeah,

756
00:32:20,320 --> 00:32:22,040
Speaker 1: but I've seen people doing it before. Have you. I

757
00:32:22,080 --> 00:32:24,320
Speaker 1: don't think I've even seen one do that before? Really, Yeah,

758
00:32:24,560 --> 00:32:27,200
Speaker 1: with a sign, and that happens oftentimes, right Matt In

759
00:32:27,360 --> 00:32:29,920
Speaker 1: Like union negotiations with an employer too, have you seen

760
00:32:29,960 --> 00:32:32,360
Speaker 1: have you seen people? Yeah? Yeah, I remember seeing folks

761
00:32:32,400 --> 00:32:34,960
Speaker 1: back in the day in front of public's. Yeah, came

762
00:32:35,000 --> 00:32:37,440
Speaker 1: on you for not negotiating fairly with the union. That

763
00:32:37,440 --> 00:32:39,400
Speaker 1: that kind of stuff happens. And so I think for

764
00:32:39,440 --> 00:32:41,920
Speaker 1: employees trying to get good customer service from their company,

765
00:32:42,000 --> 00:32:44,600
Speaker 1: right they they chose to pick it. I've seen people

766
00:32:44,680 --> 00:32:47,160
Speaker 1: standing in front of individual businesses with a sign and

767
00:32:47,200 --> 00:32:50,440
Speaker 1: the key is too. Like I said, no, your municipalities rules,

768
00:32:50,640 --> 00:32:53,080
Speaker 1: abide by them and at the same time tell the truth.

769
00:32:53,360 --> 00:32:56,920
Speaker 1: So whatever you put on your sign, no slander, no misinformation.

770
00:32:57,000 --> 00:32:59,120
Speaker 1: You want to make sure you're being above board and

771
00:32:59,160 --> 00:33:02,360
Speaker 1: telling people exactly what happened and saying it's discinctly so

772
00:33:02,400 --> 00:33:04,480
Speaker 1: that people driving by can actually read it. And again

773
00:33:04,480 --> 00:33:05,920
Speaker 1: and keep in mind that this is less about you

774
00:33:05,960 --> 00:33:08,760
Speaker 1: getting good customer service at this point and helping your

775
00:33:08,800 --> 00:33:11,640
Speaker 1: fellow consumer or your friends to know that they are

776
00:33:11,680 --> 00:33:13,920
Speaker 1: not going to get good customer service themselves. And you

777
00:33:13,920 --> 00:33:15,760
Speaker 1: know what, maybe though, if a business, if you're hitting

778
00:33:15,800 --> 00:33:18,600
Speaker 1: them where it hurts in the pocketbook, driving new customers

779
00:33:18,640 --> 00:33:21,320
Speaker 1: away from their doors, that can actually sometimes be the

780
00:33:21,360 --> 00:33:24,720
Speaker 1: impetus for them to act angels. So beyond picketing, you

781
00:33:24,720 --> 00:33:27,000
Speaker 1: know what you've gotten to where things are just gone

782
00:33:27,120 --> 00:33:29,520
Speaker 1: really south and you think maybe even the company has

783
00:33:29,560 --> 00:33:31,520
Speaker 1: done something illegal. Now is the time that you can

784
00:33:31,520 --> 00:33:34,920
Speaker 1: turn to different government agencies. Groups like the cfp B,

785
00:33:35,080 --> 00:33:37,920
Speaker 1: which is the Consumer Financial Protection Bureau, or the o

786
00:33:38,080 --> 00:33:41,280
Speaker 1: c C which is the Office of the Comptroller of

787
00:33:41,320 --> 00:33:43,600
Speaker 1: the Currency. Those are both going to be financial related.

788
00:33:43,640 --> 00:33:45,280
Speaker 1: So if you're having issues with a credit card company

789
00:33:45,360 --> 00:33:47,560
Speaker 1: or a bank, you know, anything financial related like that,

790
00:33:47,640 --> 00:33:49,600
Speaker 1: those are some of the agencies that you can go to.

791
00:33:50,240 --> 00:33:52,800
Speaker 1: But then just like the Federal Trade commission or insurance

792
00:33:52,840 --> 00:33:56,040
Speaker 1: departments for health commissioners, there are a number of different

793
00:33:56,080 --> 00:33:59,560
Speaker 1: federal agencies that you can turn to, and that's their job,

794
00:33:59,600 --> 00:34:02,680
Speaker 1: like their job is to regulate these different companies and

795
00:34:02,760 --> 00:34:05,280
Speaker 1: these industries and they want to hear from you. Yeah,

796
00:34:05,280 --> 00:34:06,880
Speaker 1: we'll put links to a few of these on the

797
00:34:06,880 --> 00:34:10,160
Speaker 1: show notes, and in particular, the Consumer Financial Production Bureau

798
00:34:10,239 --> 00:34:12,520
Speaker 1: which was created a few years ago. It's not quite

799
00:34:12,560 --> 00:34:15,120
Speaker 1: as effective as it was under the former boss of

800
00:34:15,160 --> 00:34:17,879
Speaker 1: the CFPV he was awesome. But still there's a great

801
00:34:17,880 --> 00:34:20,480
Speaker 1: place to submit a complaint, and I've heard good reports

802
00:34:20,480 --> 00:34:22,960
Speaker 1: of people that do file a complaint on the CFPB

803
00:34:23,280 --> 00:34:25,960
Speaker 1: or on O c C against the bank occ dot

804
00:34:26,000 --> 00:34:29,000
Speaker 1: gov that the banks actually take action pretty quickly. So

805
00:34:29,120 --> 00:34:31,640
Speaker 1: it's not a place where your complaint goes into the

806
00:34:31,640 --> 00:34:34,880
Speaker 1: ether and is unheard. It actually works, not only so

807
00:34:34,920 --> 00:34:37,719
Speaker 1: that the federal government knows what's going on with these businesses,

808
00:34:37,920 --> 00:34:40,160
Speaker 1: but so that action will be taken at the same

809
00:34:40,200 --> 00:34:43,640
Speaker 1: time on your specific case. YEA. So filing a complaint

810
00:34:43,640 --> 00:34:46,399
Speaker 1: with the proper government entity. For instance, if you're having

811
00:34:46,600 --> 00:34:49,600
Speaker 1: a problem with your insurance company, you report them to

812
00:34:49,880 --> 00:34:53,560
Speaker 1: your state's insurance department. And always reporting a company to

813
00:34:53,600 --> 00:34:56,680
Speaker 1: the Better Business Bureau can be effective as well. Yeah, Jill,

814
00:34:56,719 --> 00:35:00,440
Speaker 1: you know good customer service it speaks volumes about that company,

815
00:35:00,480 --> 00:35:03,360
Speaker 1: and you know the different companies that address a problem

816
00:35:03,440 --> 00:35:06,839
Speaker 1: well with a thorough response can actually help create a

817
00:35:06,880 --> 00:35:10,040
Speaker 1: more loyal customer and honestly, for customers, sometimes you just

818
00:35:10,080 --> 00:35:13,200
Speaker 1: have to know who and how to ask and hopefully

819
00:35:13,239 --> 00:35:15,400
Speaker 1: we've given some helpful tips to get the result that

820
00:35:15,440 --> 00:35:17,919
Speaker 1: you're looking for. Yeah, Matt Crystal on our Facebook group

821
00:35:17,920 --> 00:35:21,400
Speaker 1: mentioned getting great customer service from Wayfair after she had

822
00:35:21,480 --> 00:35:25,080
Speaker 1: encountered a problem. And companies that respond well to people

823
00:35:25,480 --> 00:35:27,560
Speaker 1: even in the middle, in the middle of an issue,

824
00:35:27,880 --> 00:35:30,600
Speaker 1: fix it with a smile on their face. They're much

825
00:35:30,600 --> 00:35:33,239
Speaker 1: more likely to have a customer for life even than

826
00:35:33,400 --> 00:35:36,000
Speaker 1: just a customer that had a great experience from the

827
00:35:36,000 --> 00:35:38,640
Speaker 1: get go. So it's important for companies and customers to

828
00:35:38,719 --> 00:35:41,919
Speaker 1: know the problem resolution is a way for a deeper

829
00:35:41,960 --> 00:35:44,920
Speaker 1: relationship to be built. And then lastly, it's important to

830
00:35:44,920 --> 00:35:47,719
Speaker 1: not to not forget to say thank you, leave that

831
00:35:47,840 --> 00:35:50,040
Speaker 1: great review, take that survey as well if you know

832
00:35:50,080 --> 00:35:51,839
Speaker 1: so you can get some feedback. You know, just like

833
00:35:51,920 --> 00:35:54,440
Speaker 1: you would tip a good waiter, you want to let

834
00:35:54,480 --> 00:35:57,080
Speaker 1: that customer service person know that they've done a good job.

835
00:35:57,560 --> 00:35:59,880
Speaker 1: And maybe on social media, that means making sure you

836
00:36:00,000 --> 00:36:03,360
Speaker 1: follow up with that initial tweet and thanking them. You know,

837
00:36:03,360 --> 00:36:05,279
Speaker 1: it's not like you're just putting that message out there

838
00:36:05,280 --> 00:36:07,600
Speaker 1: and letting it sit like they're gonna respond and yeah,

839
00:36:07,640 --> 00:36:09,520
Speaker 1: follow it up with man, thanks so much for resolving

840
00:36:09,560 --> 00:36:11,320
Speaker 1: my issue, or you know you guys are the best.

841
00:36:11,600 --> 00:36:13,360
Speaker 1: They're trying to make sure that you're a happy customer

842
00:36:13,480 --> 00:36:15,719
Speaker 1: and make sure that you're representing that well to your

843
00:36:15,760 --> 00:36:18,399
Speaker 1: followers and your friends, no doubt, buddy. All right, let's

844
00:36:18,400 --> 00:36:19,840
Speaker 1: get back to the beer that we had on the

845
00:36:19,840 --> 00:36:23,120
Speaker 1: show today. Matt listener Jared sent in a trial Rubicite

846
00:36:23,120 --> 00:36:25,359
Speaker 1: from Jester King, and like I said, this was like

847
00:36:25,440 --> 00:36:27,880
Speaker 1: a bucket list beer for me, and it didn't disappoint.

848
00:36:27,920 --> 00:36:30,920
Speaker 1: This was incredible. I mentioned that it tasted kind of

849
00:36:30,920 --> 00:36:33,399
Speaker 1: like raspberry jam. It totally did. There were so many

850
00:36:33,480 --> 00:36:36,440
Speaker 1: raspberries in this. It had a perfect dry sourness to

851
00:36:36,520 --> 00:36:39,279
Speaker 1: it and just very fruit forward. This is a beer

852
00:36:39,400 --> 00:36:41,080
Speaker 1: that I'll remember for a long time. It was it was.

853
00:36:41,200 --> 00:36:43,000
Speaker 1: It was really that I'm with you man like it.

854
00:36:43,120 --> 00:36:46,680
Speaker 1: It had tons of raspberry flavor. But typically you think, okay,

855
00:36:46,719 --> 00:36:48,360
Speaker 1: if it's gonna have tons of fruit, you expected to

856
00:36:48,360 --> 00:36:50,239
Speaker 1: be sweet, like sweet and sticky and just kind of

857
00:36:50,480 --> 00:36:53,520
Speaker 1: just over the top, like you're sniffing a glade plug

858
00:36:53,520 --> 00:36:55,760
Speaker 1: in or something like that. It's like, let's just as gross.

859
00:36:55,840 --> 00:36:58,239
Speaker 1: It's what you do on from time to time. Maybe

860
00:36:58,280 --> 00:37:00,520
Speaker 1: you never sniff glade plug ins as a kid, don't

861
00:37:00,520 --> 00:37:03,440
Speaker 1: think so Okay, well that was just me. But with

862
00:37:03,440 --> 00:37:04,879
Speaker 1: this you could tell that there was tons of fruit

863
00:37:04,920 --> 00:37:06,520
Speaker 1: in it. But yeah, well, like you said, there is

864
00:37:06,560 --> 00:37:09,480
Speaker 1: a dryness to it and a balance that I mean,

865
00:37:09,480 --> 00:37:11,920
Speaker 1: I would almost say it is unmatched. Yeah, this is

866
00:37:11,960 --> 00:37:14,520
Speaker 1: an incredibly balanced beer. I wouldn't say that this beer

867
00:37:14,560 --> 00:37:16,960
Speaker 1: is incredibly unique in any sort of way, like it

868
00:37:17,000 --> 00:37:18,880
Speaker 1: didn't have like some kind of crazy twist on it,

869
00:37:18,960 --> 00:37:20,640
Speaker 1: or it didn't have like this odd flavor that you

870
00:37:20,840 --> 00:37:24,760
Speaker 1: just totally weren't expecting. It's just an amazing barrel aged

871
00:37:24,920 --> 00:37:27,799
Speaker 1: raspberry sour and they're doing it better than anyone else

872
00:37:27,800 --> 00:37:30,800
Speaker 1: out there, you know, like it's just a standard awesome beer.

873
00:37:31,760 --> 00:37:34,440
Speaker 1: Like there's no gimmicks, there's no games. Yeah, just that

874
00:37:34,520 --> 00:37:36,920
Speaker 1: style that they were going for, done up perfectly to

875
00:37:36,960 --> 00:37:39,839
Speaker 1: a t. Right, you can't beat that. So good, so good,

876
00:37:39,880 --> 00:37:42,319
Speaker 1: So looking forward to having more from Jester King one

877
00:37:42,360 --> 00:37:45,160
Speaker 1: of these days. Yeah, so sincerest thanks to Jared for

878
00:37:45,239 --> 00:37:48,840
Speaker 1: donating last episodes amazing beer and also this complete gem

879
00:37:49,120 --> 00:37:51,239
Speaker 1: from Jester King Joel. Before we go to long, let's

880
00:37:51,239 --> 00:37:52,680
Speaker 1: go ahead and do our final thoughts and wrap this

881
00:37:52,719 --> 00:37:54,879
Speaker 1: episode up on don't you kick it Off? All right, buddy.

882
00:37:54,880 --> 00:37:57,560
Speaker 1: We're talking about getting great customer service today, and one

883
00:37:57,560 --> 00:38:00,080
Speaker 1: of the most sure fireaways to ensure that you're going

884
00:38:00,120 --> 00:38:03,000
Speaker 1: to get decent customer service, not in all cases, but

885
00:38:03,080 --> 00:38:05,960
Speaker 1: often is by being kind. And this was reflected in

886
00:38:06,000 --> 00:38:08,399
Speaker 1: the responses we got in our Facebook group. No one

887
00:38:08,440 --> 00:38:10,640
Speaker 1: wants to help a jerk be the type of person

888
00:38:10,880 --> 00:38:14,279
Speaker 1: that a customer service representative actually wants to help. Not

889
00:38:14,360 --> 00:38:15,839
Speaker 1: only do you want to be kind, but you also

890
00:38:15,880 --> 00:38:18,479
Speaker 1: want to be persistent. Certainly start off with those phone

891
00:38:18,480 --> 00:38:21,120
Speaker 1: calls or those emails, but then beyond that, if your

892
00:38:21,160 --> 00:38:23,239
Speaker 1: issues are not getting resolved, to make sure that you're

893
00:38:23,280 --> 00:38:25,600
Speaker 1: documenting your conversations. You want to be able to build

894
00:38:25,640 --> 00:38:28,040
Speaker 1: off of those discussions that you've had in order to

895
00:38:28,080 --> 00:38:31,000
Speaker 1: work towards resolving those issues. And then don't forget to

896
00:38:31,239 --> 00:38:34,000
Speaker 1: escalate appropriately. You don't want to come in guns blazing

897
00:38:34,280 --> 00:38:38,960
Speaker 1: with this incredibly minor customer service issue. If you you

898
00:38:39,000 --> 00:38:42,120
Speaker 1: want to go, you want to go in the appropriate route.

899
00:38:42,360 --> 00:38:44,600
Speaker 1: That probably starts with just finding a human to talk to,

900
00:38:44,680 --> 00:38:47,040
Speaker 1: and Matt, we mentioned some sites that make it easier

901
00:38:47,080 --> 00:38:49,440
Speaker 1: for someone to actually reach a human at the company

902
00:38:49,480 --> 00:38:51,880
Speaker 1: that they're looking to get customer service from. But if

903
00:38:51,880 --> 00:38:54,000
Speaker 1: you need to go even further, you might need to

904
00:38:54,040 --> 00:38:56,919
Speaker 1: talk to someone in the customer retention department or asked

905
00:38:56,920 --> 00:38:59,319
Speaker 1: to speak to a manager, and ultimately it might get

906
00:38:59,360 --> 00:39:01,719
Speaker 1: to the point you're doing some online picketing or you

907
00:39:01,760 --> 00:39:04,480
Speaker 1: actually have to submit a complaint with the government entity.

908
00:39:04,800 --> 00:39:06,640
Speaker 1: That's not the first place to turn, but it is

909
00:39:06,760 --> 00:39:09,280
Speaker 1: nice to know that they're there if the problem continues

910
00:39:09,360 --> 00:39:11,360
Speaker 1: to persist. All right, Joel, that is going to be

911
00:39:11,400 --> 00:39:13,239
Speaker 1: it for this episode. Just like you mentioned, we're gonna

912
00:39:13,280 --> 00:39:14,719
Speaker 1: have those links up in our show notes up on

913
00:39:14,719 --> 00:39:17,799
Speaker 1: our website at how to money dot com. And if

914
00:39:17,800 --> 00:39:20,240
Speaker 1: you like this podcast, we would encourage you to submit

915
00:39:20,280 --> 00:39:22,640
Speaker 1: a review, and don't forget to hit the subscribe button

916
00:39:22,640 --> 00:39:24,759
Speaker 1: while you're there. And if Matt and I haven't done

917
00:39:24,800 --> 00:39:26,759
Speaker 1: as great of a job as you would like, send

918
00:39:26,800 --> 00:39:28,560
Speaker 1: us an email. You can go to how to money

919
00:39:28,600 --> 00:39:31,480
Speaker 1: dot com slash do better. We read everything that comes

920
00:39:31,480 --> 00:39:33,400
Speaker 1: in there until real quick. I think it's worth mentioning to.

921
00:39:33,400 --> 00:39:35,120
Speaker 1: We need to thank all of our listeners out there

922
00:39:35,160 --> 00:39:38,640
Speaker 1: who have left awesome reviews for us over at Apple Podcasts.

923
00:39:38,880 --> 00:39:41,200
Speaker 1: Those help get the word out. We are incredibly thankful

924
00:39:41,200 --> 00:39:43,919
Speaker 1: for those, so thank you to everyone, many many thanks.

925
00:39:44,000 --> 00:39:46,680
Speaker 1: We appreciate it, Joel. Until next time, best friends out,

926
00:39:46,760 --> 00:40:01,000
Speaker 1: Best friends Out,