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Speaker 1: Hello, how do money listeners? Matt here? So that means

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Speaker 1: we've got another Bestie episode for you. It would be

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Speaker 1: funny if I wasn't here and it was just you. Well,

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Speaker 1: podcasters do that sometimes if like somebody's maybe at home

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Speaker 1: with like a brand new baby or something like that,

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Speaker 1: and they're gonna release maybe a live episode. I've I've

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Speaker 1: heard folks do that before. Yeah, well we've never done

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Speaker 1: not how we do it, but we've never done that.

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Speaker 1: We're always together, maybe maybe too much. Some would say

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Speaker 1: I would even say that maybe between work and place stop. Please,

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Speaker 1: I think there's a level, there's a threshold at which

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Speaker 1: I get tired of people. But you never have hit

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Speaker 1: your threshold. Okay, I thought you were gonna say I

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Speaker 1: occasionally get there, but that would have upset me. So well,

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Speaker 1: you never get there. But I have to take time

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Speaker 1: for myself a little bit, so I'm a little more introverted.

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Speaker 1: I'm literally add percent extroverts. So more time with people

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Speaker 1: never throws me off and always continues to fill your tank.

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Speaker 1: And we all have different personalities exactly. All right, Well,

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Speaker 1: let's talk about today's episode. Oh, this is gonna be

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Speaker 1: the how to Get Great customer service episode and Joel,

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Speaker 1: I've got a little customer service story to share with you.

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Speaker 1: So you may have seen me reach out on Twitter

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Speaker 1: to Whirlpool about our dishwasher that stopped working one month

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Speaker 1: after the manufacturer warranty expired. Hey, you tagged me to

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Speaker 1: your tweet. Man, I don't know what's going on. I

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Speaker 1: wanted you to jump on the band wire. I wanted

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Speaker 1: them to to see the activity and see the buzz,

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Speaker 1: see the conversation. I wanted to strike up a conversation

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Speaker 1: in case they didn't respond to me. But they did.

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Speaker 1: And one of the things we talked about in this episode,

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Speaker 1: Twitter is a great way to reach brands now if

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Speaker 1: you've had an issue. Yeah, So, like in our case,

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Speaker 1: the dishwasher stopped working, I reached out via Twitter because

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Speaker 1: I saw that they had a Whirlpool Care account, sent

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Speaker 1: them a message. I think maybe it was only a

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Speaker 1: couple of hours later. They got back to me and

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Speaker 1: said to hit us up in our d M s,

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Speaker 1: you know, send along your name number, you know, model

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Speaker 1: and serial number of your dishwasher. Slide to the Whirlpool

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Speaker 1: Care d M exactly. Yeah, you had over there for

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Speaker 1: that dish clean and talk, you know. So I sent

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Speaker 1: them that information and I called them and I was

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Speaker 1: on the phone with them for less than ten minutes.

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Speaker 1: In that time, I was able to basically accomplished what

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Speaker 1: I wanted, which is they're not going to replace the dishwasher,

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Speaker 1: but they said that they would send somebody out, a

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Speaker 1: certified Whirlpool person, you know, to work on it, and

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Speaker 1: that all labor and parts are gonna be covered for free.

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Speaker 1: And they did call it it was gonna be a

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Speaker 1: one time good will kind of measure. So basically they're saying,

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Speaker 1: we don't try this again, but it's a thing that exists.

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Speaker 1: And so I wanted to share that with our listeners

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Speaker 1: because it took twenty seconds to send out that tweet

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Speaker 1: and then not even ten minutes on the phone. And

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Speaker 1: we've got that scheduled for next Wednesday. Man, I'm looking

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Speaker 1: forward to having a dishwasher that washes dishes and it's

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Speaker 1: not just like right now we're just using it as

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Speaker 1: a drying rack, which is pretty effective. That by the way,

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Speaker 1: it looks good. All the door has to be open

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Speaker 1: the entire time. Tripping hazard too, Yeah, well, I mean yeah, Twitter,

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Speaker 1: social media, there are all sorts of ways that you

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Speaker 1: can get a hold of companies that you do business

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Speaker 1: with and it's a little more public and it helps

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Speaker 1: keep them accountable. They are all sorts of ways that

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Speaker 1: you can go about advocating for yourself and getting better

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Speaker 1: customer service in your everyday life. That's what this episode covered, Matt.

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Speaker 1: It's something I find really interesting and it's something we

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Speaker 1: don't think about very often, and they're just these little

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Speaker 1: subtle ways and in the way we go about our

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Speaker 1: everyday lives that we can enjoy a greater level of

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Speaker 1: customer service and it pays off in the end, right,

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Speaker 1: it has huge effects. Yeah, Well, in our case, that's

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Speaker 1: it's gonna save us at least four bucks. And you

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Speaker 1: touched on something which is that we have to advocate

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Speaker 1: for ourselves, and I agree we have to do that

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Speaker 1: because so many businesses and corporations are so big and

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Speaker 1: kind of corporate heavy that they're not necessarily looking to

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Speaker 1: delight their customers and making sure that they're caring for

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Speaker 1: them every step of the way, but they are trying

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Speaker 1: to make customers that aren't happy happy, and they are

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Speaker 1: trying to protect their reputation. Maybe that's a slightly more

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Speaker 1: pessimistic view of customer service. But regardless, like you said,

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Speaker 1: it's totally necessary for us to advocate for ourselves. Yeah, Matt,

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Speaker 1: the subject that we covered on this episode is how

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Speaker 1: to get great customer service. So here's that episode right now.

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Speaker 1: Welcome to How the 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 service. I think that's

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

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Speaker 1: today and Jeel on a recent episode that we did

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

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

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Speaker 1: looking properties to uh. It was something you came up with,

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Speaker 1: right that. Yeah, I've never heard of it before, and

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Speaker 1: this was a Matt original. Yeah, can I have always

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Speaker 1: done that. We always just wave at people and kind

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Speaker 1: of gauge how friendly folks are. But some folks wrote

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Speaker 1: in from the Pacific Northwest, or our friend Katie up

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Speaker 1: there in Portland, and then a couple of other folks

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Speaker 1: as well up in the Northeast, like I think it

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Speaker 1: was in New York and in Jersey. We're saying, man,

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Speaker 1: if you were to wave at somebody that you didn't know,

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Speaker 1: you would just get stairs at best, you know. So

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Speaker 1: maybe that's our Southern biased shining through. I don't know,

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Speaker 1: but even still, I think that folks should try to

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Speaker 1: be a little more friendly, and if that's not something

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Speaker 1: that you're used to seeing, give it a shot because

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Speaker 1: you might be in a neighborhood that is extra friendly.

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Speaker 1: And who doesn't want to live in a friendly neighborhood

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Speaker 1: where everyone's happy to see you? I know, I do

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Speaker 1: totally Matt, I mean, I want to live in a

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

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Speaker 1: Some of our neighbors have reference to where we live

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Speaker 1: as kind of like Mayberry Like, that's kind of true,

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Speaker 1: and that's kind of what That's what I love about

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Speaker 1: living here. There are always neighbors walking down the sidewalks,

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Speaker 1: interacting with one another. People just kind of know each

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Speaker 1: other and look out for each other, hanging out in

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Speaker 1: the front yards. Now that's getting warm. But what it

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Speaker 1: takes is being intentional. You have to foster that as

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Speaker 1: an individual. And even though it might go against the

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

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Speaker 1: can be that weirdo like you can be that friendly person.

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Speaker 1: You have to be the wave in this world. Do

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

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

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

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Speaker 1: 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 Jel I'm gonna go ahead and introduces beer. I

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

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

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

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

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

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

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Speaker 1: have never had any 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 perceides 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 I want to

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Speaker 1: check it out. Yeah here, it's a great town. By

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Speaker 1: the way, I just had my first ship. Can't wait

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Speaker 1: to tell everyone what we think about the beer at

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Speaker 1: the end of the show. Quick hot take though tastes

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Speaker 1: like raspberry jam you know, beautiful way Okay, Joe, let's

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Speaker 1: let's get nerdy. Let's talk about some customer service. Let's

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Speaker 1: do it okay. So part of the reason that we

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Speaker 1: felt like we needed to tackle this topic on the

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Speaker 1: show was so many people take what companies give them

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Speaker 1: they fail to advocate for themselves. This can often result

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Speaker 1: in you paying more than you need to unnecessary fees.

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Speaker 1: And let's just take this upfront. Not every company is

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Speaker 1: going to deliver great customer service, and doing business with

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Speaker 1: well reviewed companies is gonna nip a lot of customer

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Speaker 1: service issues in the bud. But at times also you're

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

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

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

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

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

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

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Speaker 1: with companies that might not necessarily be well known for

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Speaker 1: customer service, it's really helpful to know how to advocate

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Speaker 1: for yourself and how to get good customer service in

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Speaker 1: light of that. So this podcast going to cover a

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Speaker 1: lot of tips for how to get good customer service

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Speaker 1: and specific avenues that you need to take in order

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Speaker 1: to make that happen. Yeah, Joe, it's worth mentioning that

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Speaker 1: not all businesses need to have really great customer service

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Speaker 1: all the time, right, Like I think of Zenny, and

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Speaker 1: we talked about them all the time, but I wouldn't

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Speaker 1: really expect them to have great customer service because they

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Speaker 1: just sell cheap eyeglasses. They're the cheapest out there. You

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Speaker 1: can't win it everything, right, Like they're gonna win the

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Speaker 1: game when it comes to getting really really affordable glasses. Yeah,

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Speaker 1: it's kind of like when if you've been in a

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Speaker 1: mechanic shop and they've got the sign that says you

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Speaker 1: can get it two out of three ways, good, fast

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Speaker 1: and cheap, right, And Zenny, it's hitting two of those right.

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Speaker 1: It's pretty fast, definitely cheap, and you know they're solid eyeglasses,

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Speaker 1: but you're not getting great customer service at the same time, right. Exactly.

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

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

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Speaker 1: level of customer service. Like I think about realtors, you're

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Speaker 1: spending close to maybe two months of your life if

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Speaker 1: not more, with them talking to them on the phone, texting,

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Speaker 1: meeting with them in person while you're looking at properties.

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

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

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

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Speaker 1: of wedding photography, like that's something that I do. Weddings

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Speaker 1: in general, very high levels of customer service are expected,

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Speaker 1: and so I think that's certainly worth noting because there's

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Speaker 1: gonna 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 in not being broken. It's like

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Speaker 1: the only requirement, right, 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 Oftentimes we talk about trying to get the best

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Speaker 1: deal and try not to be cheap. You know, we're

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Speaker 1: trying to be frugal, But a lot of times with

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

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

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Speaker 1: in 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. Yes,

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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 a 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 process. But when there is a problem, it

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

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

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Speaker 1: the customer understands and that they are educated on the product. Yeah,

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Speaker 1: and so many of us Snowmatt too, that the worst

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Speaker 1: part of not getting good customer service can be the

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Speaker 1: time that we waste trying to get the problem solved,

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Speaker 1: whether it's time spent on hold with the cable or

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Speaker 1: internet company with that terrible hold music, how does it

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Speaker 1: go something exactly like that, Yeah, you've got the Melanie down. Yeah,

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Speaker 1: so there's totally that. I've totally heard that before. We've

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Speaker 1: all been there music. Yeah, And so it's that's one

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Speaker 1: of the toughest parts of a bad customer service is

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Speaker 1: waiting to even talk to somebody, and we're going to

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Speaker 1: get into that in this show too. Basically, it can

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Speaker 1: be emotionally draining as well as draining on your time.

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Speaker 1: Potentially draining on your finances at the same time. So

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Speaker 1: 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 that's honestly the biggest reason 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 patience 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 may not get fixed, or

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

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Speaker 1: you placed an order with him. There's the thought that

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

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

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

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

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Speaker 1: if I want to dedicate any part of my day

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Speaker 1: towards getting something replaced or getting a discount because something

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Speaker 1: showed up scratched. You want to know that it's gonna work, right, Like,

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Speaker 1: you want to know that the steps you take are

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Speaker 1: going to be worth your time, worth your energy, that

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Speaker 1: it's going to be an efficient use of your time,

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Speaker 1: and that in the end, Yeah, you're gonna get results,

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Speaker 1: totally true, Matt. Results are what it's all about at

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Speaker 1: the end of the day when it comes to getting

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Speaker 1: good customer service. And so let's talk about the strategies

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Speaker 1: that you can implement into your life in order to

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Speaker 1: get better customer service on the regular. Right after the break,

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Speaker 1: all right, Joel, And now the first step to get

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Speaker 1: great customer services make sure that you're doing business with

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Speaker 1: great companies whenever are possible, right, Yeah, all the time,

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Speaker 1: you want to read reviews. You want to make sure

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Speaker 1: that you're doing research, and even better, hopefully you've heard

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Speaker 1: about that company or that retailer from someone else who's

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Speaker 1: used them. Both of those. Uh, those are two great

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Speaker 1: steps that you can take when you're vetting a company

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Speaker 1: or service. Yeah, there's some companies in particular, they just

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Speaker 1: have great reputations for stellar customer service locally in your

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Speaker 1: 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: Twice as Nice. Maybe I don't know. That's cute. Yeah,

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Speaker 1: that's cute. Aldi just also treats their employees really well,

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Speaker 1: so you're bound to get better customer service at and

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Speaker 1: Aldi than you are at one of the other major

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Speaker 1: grocery chains. The people are just nicer and more helpful,

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

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Speaker 1: are so many other companies like I can't list them

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Speaker 1: all that great reputations for customer service, but just a

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

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

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

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Speaker 1: store and they're asking for all sorts of identification. They

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Speaker 1: don't 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, talking about your needs. What is it that

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

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Speaker 1: to be there. It makes you feel good about the

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

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

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

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Speaker 1: 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 later,

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Speaker 1: 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 gonna

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

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

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Speaker 1: five years, which you could totally technically do. Just don't

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

429
00:18:38,240 --> 00:18:41,840
Speaker 1: that those bad apples, those bad customers. In recent years,

430
00:18:41,840 --> 00:18:44,600
Speaker 1: we've seen companies that have great return policies start to

431
00:18:44,600 --> 00:18:47,080
Speaker 1: make their return policies just a little less consumer friendly.

432
00:18:47,320 --> 00:18:49,760
Speaker 1: And that's because of the people that do return their

433
00:18:49,800 --> 00:18:52,200
Speaker 1: tires after driving on them, or someone who wears the

434
00:18:52,240 --> 00:18:54,000
Speaker 1: shirt for twenty years and returns it to l l

435
00:18:54,040 --> 00:18:57,239
Speaker 1: being because of they're awesome in return policy, and so

436
00:18:57,320 --> 00:18:59,040
Speaker 1: that just kind of ruins it for everyone, and it

437
00:18:59,080 --> 00:19:01,960
Speaker 1: makes companies less likely to offer great customer service. So

438
00:19:02,040 --> 00:19:04,320
Speaker 1: be a good customer, right, Be someone who doesn't take

439
00:19:04,320 --> 00:19:06,800
Speaker 1: advantage of the rules, but who uses something like a

440
00:19:06,880 --> 00:19:09,359
Speaker 1: nice return policy from a company in the way that

441
00:19:09,400 --> 00:19:13,040
Speaker 1: it's intended. Don't ask for unreasonable things. That's just crappy.

442
00:19:13,359 --> 00:19:15,199
Speaker 1: We tossed this topic out in our Facebook group as well,

443
00:19:15,280 --> 00:19:18,639
Speaker 1: Right Customer Service, and the overwhelming response that everyone kind

444
00:19:18,640 --> 00:19:20,240
Speaker 1: of pitched in and said that this is what you

445
00:19:20,280 --> 00:19:22,840
Speaker 1: need to do, is to make sure that you're being nice.

446
00:19:22,880 --> 00:19:25,320
Speaker 1: Make sure that you're being a decent human being, because

447
00:19:25,520 --> 00:19:29,359
Speaker 1: humbug like nobody wants to help out a jerk. Become

448
00:19:29,400 --> 00:19:31,800
Speaker 1: the type of person that someone actually does want to help.

449
00:19:32,000 --> 00:19:34,840
Speaker 1: The language I saw being used that multiple folks used

450
00:19:34,920 --> 00:19:37,640
Speaker 1: was that when you have a customer who is being

451
00:19:37,720 --> 00:19:40,520
Speaker 1: nice and friendly, that they want to delight and surprise

452
00:19:40,600 --> 00:19:43,960
Speaker 1: and go above and beyond for that customer, because you

453
00:19:44,000 --> 00:19:45,800
Speaker 1: know what, like a lot of times folks do come

454
00:19:45,840 --> 00:19:48,200
Speaker 1: in and they're just not happy, they're complaining, and they're

455
00:19:48,200 --> 00:19:51,280
Speaker 1: honestly taking it out unfairly on the customer service representative

456
00:19:51,359 --> 00:19:53,680
Speaker 1: or whoever happens to be in front of them, and

457
00:19:53,840 --> 00:19:55,959
Speaker 1: if you can just be nice, but do make sure

458
00:19:56,000 --> 00:19:59,200
Speaker 1: you're clearly communicating with them as to what your problem is. Well,

459
00:19:59,600 --> 00:20:01,400
Speaker 1: the like the hood of you getting helps and even

460
00:20:01,400 --> 00:20:03,520
Speaker 1: getting something else thrown on that maybe they wouldn't have

461
00:20:03,560 --> 00:20:05,560
Speaker 1: done anyway. If if you're being considerate of them in

462
00:20:05,600 --> 00:20:07,440
Speaker 1: their time as well, well, chances are you're gonna be

463
00:20:07,480 --> 00:20:09,480
Speaker 1: way more likely to be helped. Yeah, if you walk

464
00:20:09,520 --> 00:20:11,760
Speaker 1: into a situation where you're hoping to get a problem

465
00:20:11,800 --> 00:20:15,640
Speaker 1: resolved and your reaction is human worker, fix my problem,

466
00:20:15,680 --> 00:20:18,480
Speaker 1: as opposed to making a personal connection with a sense

467
00:20:18,520 --> 00:20:21,879
Speaker 1: of understanding that they're not the person, even in all likelihood,

468
00:20:22,000 --> 00:20:24,000
Speaker 1: who caused the problem to begin with. If you ask

469
00:20:24,080 --> 00:20:25,760
Speaker 1: them even just how how their day has been going,

470
00:20:26,119 --> 00:20:28,760
Speaker 1: or even just reference their first name, those little bits

471
00:20:28,760 --> 00:20:32,000
Speaker 1: of kindness, uh, treating someone like a human in the interaction,

472
00:20:32,080 --> 00:20:34,560
Speaker 1: even if you've been disappointed and the company hasn't lived

473
00:20:34,600 --> 00:20:37,240
Speaker 1: up to your expectations, you received an item that was broken,

474
00:20:37,400 --> 00:20:40,280
Speaker 1: the communication back and forth just has been less than stellar.

475
00:20:40,480 --> 00:20:42,479
Speaker 1: When you do get someone on the line, treating them

476
00:20:42,480 --> 00:20:44,639
Speaker 1: with kindness goes a long way in you getting your

477
00:20:44,680 --> 00:20:47,960
Speaker 1: problem resolved. So being a good customer, realizing that people

478
00:20:48,000 --> 00:20:50,680
Speaker 1: have bad days and taking a few deep breaths before

479
00:20:50,680 --> 00:20:52,119
Speaker 1: you make that phone call, even if you've had the

480
00:20:52,119 --> 00:20:55,120
Speaker 1: most painful experience, can be really big in actually getting

481
00:20:55,119 --> 00:20:58,159
Speaker 1: your problem solved versus it lingering and steam coming out

482
00:20:58,200 --> 00:20:59,800
Speaker 1: of your head at the same time. Yeah, in our

483
00:20:59,800 --> 00:21:02,240
Speaker 1: face to a group Bryce, he mentioned not just being kind,

484
00:21:02,280 --> 00:21:05,159
Speaker 1: but kind of going over and above being kind, you know.

485
00:21:05,200 --> 00:21:08,320
Speaker 1: He mentioned chatting up customers back massages that we're talking about.

486
00:21:08,359 --> 00:21:10,080
Speaker 1: For the customer services, you can get all up in

487
00:21:10,080 --> 00:21:12,200
Speaker 1: their space see how they respond. But he talked about

488
00:21:12,200 --> 00:21:14,920
Speaker 1: how customer service can be soul crushing work in particular

489
00:21:15,080 --> 00:21:17,159
Speaker 1: like call centers, that's all they do. If they just

490
00:21:17,200 --> 00:21:19,800
Speaker 1: sit there and they just get chewed out call after call.

491
00:21:20,240 --> 00:21:22,120
Speaker 1: If you take a minute to actually talk to them

492
00:21:22,200 --> 00:21:23,760
Speaker 1: and like you said, like cheating them as a human

493
00:21:23,840 --> 00:21:26,480
Speaker 1: versus seeing them ass with of a tool to like, okay,

494
00:21:26,520 --> 00:21:28,840
Speaker 1: you are between me getting what I wants and you

495
00:21:28,840 --> 00:21:31,280
Speaker 1: know where I am right now, instead looking at them

496
00:21:31,320 --> 00:21:33,880
Speaker 1: as an actual human being. Instead like he talked about

497
00:21:33,880 --> 00:21:35,679
Speaker 1: how he gets that v I P treatment and not

498
00:21:35,720 --> 00:21:37,280
Speaker 1: only does this problem get solved, but he kind of

499
00:21:37,280 --> 00:21:40,480
Speaker 1: comes out ahead even more. I love that great tip. Bryce. Also,

500
00:21:40,560 --> 00:21:42,560
Speaker 1: don't forget to tell the truth, don't make things up.

501
00:21:42,600 --> 00:21:45,080
Speaker 1: I think that can make a customer service experience even

502
00:21:45,080 --> 00:21:48,240
Speaker 1: harder if you have embellished a problem or you haven't

503
00:21:48,280 --> 00:21:51,400
Speaker 1: been completely forthcoming and what happened. So be a good customer.

504
00:21:51,640 --> 00:21:54,560
Speaker 1: But let's say it's hard to find a human at

505
00:21:54,560 --> 00:21:57,080
Speaker 1: a company. It's maybe a bigger company, and you just

506
00:21:57,240 --> 00:21:59,840
Speaker 1: are having trouble even getting someone on the phone. Well,

507
00:22:00,000 --> 00:22:02,280
Speaker 1: I think it's important to mention sites like get human

508
00:22:02,480 --> 00:22:05,480
Speaker 1: dot com, Dial a Human and lucy Phone they can

509
00:22:05,520 --> 00:22:08,440
Speaker 1: help you find an actual person. And lucy Phone is

510
00:22:08,440 --> 00:22:11,080
Speaker 1: actually a really cool service, Matt, because what they'll do

511
00:22:11,440 --> 00:22:13,920
Speaker 1: is you put in your phone number and they will

512
00:22:14,000 --> 00:22:16,680
Speaker 1: essentially wait on hold for you and then call your

513
00:22:16,720 --> 00:22:19,760
Speaker 1: phone when the customer service representative picks up, so you

514
00:22:19,800 --> 00:22:21,800
Speaker 1: don't have to hear that really terrible music that you

515
00:22:21,840 --> 00:22:23,159
Speaker 1: and I just try to do a rendition of a

516
00:22:23,200 --> 00:22:25,640
Speaker 1: little bit earlier. You're not waiting on hold. Your phone

517
00:22:25,720 --> 00:22:27,960
Speaker 1: rings when the customer service rep is ready for you,

518
00:22:28,080 --> 00:22:30,359
Speaker 1: y Eduel. And specific to lucy Phone, I love on

519
00:22:30,400 --> 00:22:32,880
Speaker 1: their site that they have how much time that they've

520
00:22:32,880 --> 00:22:36,320
Speaker 1: saved their users over eighty four years of their life.

521
00:22:36,640 --> 00:22:39,359
Speaker 1: That's incredible. I love that, And it's worth noting to

522
00:22:39,600 --> 00:22:41,760
Speaker 1: that different sites like get human or dial a Human

523
00:22:42,119 --> 00:22:44,879
Speaker 1: they may not have like special secret numbers or anything

524
00:22:44,920 --> 00:22:46,879
Speaker 1: like that. Some of them might depending on the company

525
00:22:46,880 --> 00:22:48,480
Speaker 1: that you're trying to look up, but it's just a

526
00:22:48,480 --> 00:22:50,960
Speaker 1: great database and a great sort of aggregate site where

527
00:22:50,960 --> 00:22:52,960
Speaker 1: you can look up any phone number for any company,

528
00:22:53,040 --> 00:22:55,960
Speaker 1: even if you can't find it on that specific company's website.

529
00:22:55,960 --> 00:22:58,359
Speaker 1: But often they have those prompts listed out, yeah exactly,

530
00:22:58,400 --> 00:23:00,720
Speaker 1: which is so nice because you don't have to wait

531
00:23:00,760 --> 00:23:03,720
Speaker 1: through hearing every single it might take five or six

532
00:23:03,760 --> 00:23:06,760
Speaker 1: button pushes or maybe even more to get to that

533
00:23:06,840 --> 00:23:09,199
Speaker 1: customer service rep that you're looking to find, like a

534
00:23:09,240 --> 00:23:11,119
Speaker 1: minute each as well, so you're looking at, you know,

535
00:23:11,240 --> 00:23:13,600
Speaker 1: five six minutes and just a bunch of annoyance. So

536
00:23:13,720 --> 00:23:16,159
Speaker 1: get human. If you can find the prompts before you

537
00:23:16,200 --> 00:23:18,560
Speaker 1: even get there, or even just a number that helps

538
00:23:18,560 --> 00:23:21,400
Speaker 1: you reach someone more quickly, that's that's awesome. I love that.

539
00:23:21,720 --> 00:23:23,199
Speaker 1: The next thing we're gonna talk about is one of

540
00:23:23,200 --> 00:23:25,920
Speaker 1: our favorite sort of avenues for getting great customer service,

541
00:23:25,960 --> 00:23:28,400
Speaker 1: and that's using social media to reach out to companies

542
00:23:28,440 --> 00:23:30,920
Speaker 1: when you have a problem. And Twitter is quickly becoming

543
00:23:31,080 --> 00:23:33,159
Speaker 1: the best way to get in touch with companies, but

544
00:23:33,240 --> 00:23:35,600
Speaker 1: you can also reach out to Facebook. Either way, both

545
00:23:35,600 --> 00:23:37,200
Speaker 1: of those can help you get in touch with the

546
00:23:37,280 --> 00:23:39,520
Speaker 1: sort of the most savvy and helpful folks that work

547
00:23:39,560 --> 00:23:41,840
Speaker 1: for that company. And all the fact is that these companies,

548
00:23:41,880 --> 00:23:45,600
Speaker 1: they don't want negative questions or negative press sitting out there,

549
00:23:45,680 --> 00:23:47,800
Speaker 1: whether it be on their Facebook page or whether it

550
00:23:47,840 --> 00:23:50,920
Speaker 1: be an act that hasn't been responded to. They wanted

551
00:23:51,000 --> 00:23:52,840
Speaker 1: to look good. And so when you have a negative

552
00:23:53,240 --> 00:23:55,240
Speaker 1: experience or you have a complaint that's sitting out there

553
00:23:55,240 --> 00:23:57,760
Speaker 1: floating like, people see that and that's something that they

554
00:23:57,760 --> 00:23:59,560
Speaker 1: want to nip in the butt as quickly as possible.

555
00:23:59,720 --> 00:24:02,680
Speaker 1: You're typically making that phone call in front of three

556
00:24:02,760 --> 00:24:05,199
Speaker 1: or four your friends, but when you are posting on

557
00:24:05,240 --> 00:24:07,760
Speaker 1: social media, you are. They're aware of that, and so

558
00:24:07,800 --> 00:24:10,000
Speaker 1: they're trying to make best use of their resources. Yeah,

559
00:24:10,000 --> 00:24:12,960
Speaker 1: I believe someone in our Facebook group mentioned Facebook Messenger.

560
00:24:13,080 --> 00:24:16,680
Speaker 1: That's quickly becoming another place where companies reply to customer

561
00:24:16,680 --> 00:24:19,760
Speaker 1: service complaints. I personally have used Twitter a lot. I

562
00:24:19,760 --> 00:24:22,040
Speaker 1: feel like it is super helpful, even just the d

563
00:24:22,200 --> 00:24:25,040
Speaker 1: M version of Twitter, for example, at Comcast cares and

564
00:24:25,080 --> 00:24:27,679
Speaker 1: at A T T Cares. If you're having issues with

565
00:24:27,720 --> 00:24:30,639
Speaker 1: bigger companies like that, they often have actually specific handles,

566
00:24:30,680 --> 00:24:32,920
Speaker 1: or even if they don't have a separate handle, that's

567
00:24:32,920 --> 00:24:35,480
Speaker 1: where they have kind of their best customer service team.

568
00:24:35,520 --> 00:24:38,600
Speaker 1: It's usually kind of a savvier bunch that can make

569
00:24:38,640 --> 00:24:40,919
Speaker 1: things happen more quickly. Often, the people that work in

570
00:24:40,960 --> 00:24:44,480
Speaker 1: customer service on the social media side, they're more empowered

571
00:24:44,520 --> 00:24:47,280
Speaker 1: to make decisions to to benefit you when you have

572
00:24:47,320 --> 00:24:49,320
Speaker 1: a problem, So turning to social media is a great

573
00:24:49,359 --> 00:24:51,320
Speaker 1: way to go. I just wanted to give an example, Matt.

574
00:24:51,400 --> 00:24:54,280
Speaker 1: I've talked about on the show before a company, Rapidfi,

575
00:24:54,440 --> 00:24:56,520
Speaker 1: that I used to wrap my car and it was great.

576
00:24:56,560 --> 00:24:58,439
Speaker 1: I made some money by putting a car wrap on

577
00:24:58,480 --> 00:25:00,200
Speaker 1: my car and driving it around. I a lot of

578
00:25:00,200 --> 00:25:01,520
Speaker 1: people made fun of me for it, but you know what,

579
00:25:01,640 --> 00:25:03,120
Speaker 1: it was Okay. I made some money on the side,

580
00:25:03,119 --> 00:25:05,520
Speaker 1: and I'm totally fine with that. But when that campaign

581
00:25:05,600 --> 00:25:07,679
Speaker 1: ended and I took my car in in order to

582
00:25:07,680 --> 00:25:09,960
Speaker 1: get the deco removed, there was just a minor issues

583
00:25:10,040 --> 00:25:12,560
Speaker 1: the person taking it off broke my rear wiper blade,

584
00:25:12,920 --> 00:25:15,200
Speaker 1: and I was emailing back and forth with someone and

585
00:25:15,240 --> 00:25:18,239
Speaker 1: then they just kind of ghosted me. They stopped responding. Man,

586
00:25:18,480 --> 00:25:20,560
Speaker 1: not cool. Yeah, and I just I responded like three

587
00:25:20,640 --> 00:25:23,959
Speaker 1: or four more times and was having trouble getting anyone

588
00:25:24,000 --> 00:25:26,840
Speaker 1: to acknowledge me. So finally I took to Twitter and

589
00:25:26,840 --> 00:25:29,600
Speaker 1: I said, Hey, Rapify, what's going on. I've been emailing

590
00:25:29,600 --> 00:25:32,280
Speaker 1: with the same person and and they just stopped replying.

591
00:25:32,320 --> 00:25:34,520
Speaker 1: Can you help me get my problem solved? Man? That

592
00:25:34,560 --> 00:25:36,960
Speaker 1: problem was fixed that day. It was super helpful. So

593
00:25:37,440 --> 00:25:39,480
Speaker 1: I wasn't looking to shame them initially. And I think

594
00:25:39,520 --> 00:25:42,840
Speaker 1: sometimes customers go to social media too quickly to make

595
00:25:42,880 --> 00:25:45,480
Speaker 1: a company feel terrible about what they've done. They'd like

596
00:25:45,520 --> 00:25:47,520
Speaker 1: to get their problem resolved, but more than anything, they

597
00:25:47,520 --> 00:25:49,879
Speaker 1: want to make that company feel some pain, and they

598
00:25:49,880 --> 00:25:51,480
Speaker 1: think social media is the way to do that. I

599
00:25:51,480 --> 00:25:53,720
Speaker 1: think if you approach it in that manner on social media,

600
00:25:53,960 --> 00:25:56,320
Speaker 1: you're unlikely to get served in the way that you want.

601
00:25:56,520 --> 00:25:58,600
Speaker 1: But if you approach it from a way of just

602
00:25:58,760 --> 00:26:01,240
Speaker 1: asking for help, that's a much better way to go

603
00:26:01,280 --> 00:26:03,080
Speaker 1: about it. But yes, social media is one of the

604
00:26:03,119 --> 00:26:05,919
Speaker 1: best avenues for actually getting some movement on the problem

605
00:26:05,920 --> 00:26:08,840
Speaker 1: that you're facing. Yeah. Another quick example back in the day,

606
00:26:08,880 --> 00:26:11,400
Speaker 1: when you and I used to host our own podcast, well,

607
00:26:11,480 --> 00:26:14,040
Speaker 1: like the company that would store the file like the

608
00:26:14,080 --> 00:26:17,840
Speaker 1: digital files and distribute you know, our audio files. That company,

609
00:26:17,880 --> 00:26:20,080
Speaker 1: we're having an issue with them. We had reached out

610
00:26:20,119 --> 00:26:22,600
Speaker 1: earlier that day and hadn't heard back in an hour

611
00:26:22,760 --> 00:26:24,879
Speaker 1: or two, and so I was like, hey, letna hit

612
00:26:24,960 --> 00:26:27,400
Speaker 1: him up on Twitter, sent out a nice tweet, and

613
00:26:27,520 --> 00:26:30,560
Speaker 1: within nine minutes they responded and we had our issue

614
00:26:30,920 --> 00:26:33,199
Speaker 1: being worked on, which was amazing. That's the kind of

615
00:26:33,240 --> 00:26:34,960
Speaker 1: response that I wanted to see because in our case,

616
00:26:35,119 --> 00:26:37,440
Speaker 1: there is a more major issue. I think our podcast

617
00:26:37,440 --> 00:26:39,320
Speaker 1: was down or something, but it was something that needs

618
00:26:39,320 --> 00:26:42,320
Speaker 1: to be resolved very quickly, and hopping on Twitter like

619
00:26:42,359 --> 00:26:43,679
Speaker 1: that and you know, with a nice tweet like that

620
00:26:43,840 --> 00:26:46,840
Speaker 1: was a very effective way to see quick results. And actually,

621
00:26:46,840 --> 00:26:48,960
Speaker 1: I just thought of one more example. Atlanta three on

622
00:26:48,960 --> 00:26:52,000
Speaker 1: one is an awesome Twitter account that Atlanta, the City

623
00:26:52,000 --> 00:26:53,960
Speaker 1: of Atlanta has. It's like at a t L three

624
00:26:53,960 --> 00:26:57,959
Speaker 1: one one, and they constantly feel people's requests if they

625
00:26:57,960 --> 00:27:00,280
Speaker 1: see like a water main break or the sidewalks rusted,

626
00:27:00,480 --> 00:27:02,720
Speaker 1: and they respond to folks typically like within the hour.

627
00:27:03,200 --> 00:27:04,800
Speaker 1: And by the way, I just saw in there that

628
00:27:04,880 --> 00:27:06,840
Speaker 1: Bolk pickup is going to be changing when it comes

629
00:27:06,840 --> 00:27:09,320
Speaker 1: to our trash. So heads up, they're putting useful information

630
00:27:09,320 --> 00:27:11,160
Speaker 1: out there. So I thought that was a unique way

631
00:27:11,240 --> 00:27:13,600
Speaker 1: that not only is a company, but an actual city

632
00:27:13,800 --> 00:27:16,560
Speaker 1: is using social media to keep people happy. Great customer

633
00:27:16,600 --> 00:27:19,240
Speaker 1: service from your local government, I love it, Matt. Another

634
00:27:19,280 --> 00:27:21,880
Speaker 1: important thing to consider when you're striving to get great

635
00:27:21,920 --> 00:27:25,080
Speaker 1: customer service is to document your conversations. If you're on

636
00:27:25,080 --> 00:27:27,240
Speaker 1: the phone with an employee from a company and your

637
00:27:27,240 --> 00:27:30,320
Speaker 1: promise something, it's really important to ask for that in writing.

638
00:27:30,560 --> 00:27:32,919
Speaker 1: A lot of people, in particular with the big Internet

639
00:27:32,920 --> 00:27:35,960
Speaker 1: and cable companies, have issues being told something by a

640
00:27:35,960 --> 00:27:39,439
Speaker 1: customer service representative, but with no written proof, you're just

641
00:27:39,440 --> 00:27:41,640
Speaker 1: gonna run into a brick wall all day and when

642
00:27:41,680 --> 00:27:44,520
Speaker 1: it comes to actually getting that thing, So asking for

643
00:27:44,560 --> 00:27:46,600
Speaker 1: something in writing when you're on the phone is super helpful,

644
00:27:46,840 --> 00:27:49,560
Speaker 1: or at least ask for that person's name and employee number.

645
00:27:49,960 --> 00:27:51,800
Speaker 1: That can be helpful as well. If you're doing an

646
00:27:51,840 --> 00:27:54,680
Speaker 1: online chat with someone, which I love online chats, personally

647
00:27:54,840 --> 00:27:57,720
Speaker 1: print that online chat out when you're done. If you're emailing,

648
00:27:57,840 --> 00:28:00,880
Speaker 1: keep your email record so that you can point back

649
00:28:00,920 --> 00:28:03,800
Speaker 1: to it when you're talking to potentially a different customer

650
00:28:03,840 --> 00:28:07,960
Speaker 1: service representative, or even just refreshing someone's mind. Keeping a

651
00:28:08,000 --> 00:28:10,000
Speaker 1: record is super helpful if you don't have a print

652
00:28:10,040 --> 00:28:11,600
Speaker 1: at home and you don't want to print that out

653
00:28:11,680 --> 00:28:14,639
Speaker 1: or you can't. Even taking a screenshot is incredibly helpful.

654
00:28:14,720 --> 00:28:16,720
Speaker 1: And a Mac that's super simple. I know, it's shift

655
00:28:16,760 --> 00:28:19,320
Speaker 1: command three and that takes the screenshot of the entire

656
00:28:19,359 --> 00:28:21,200
Speaker 1: screen right there. So that way you've got that proof,

657
00:28:21,240 --> 00:28:22,840
Speaker 1: and then you can hold the company to what they

658
00:28:22,880 --> 00:28:25,159
Speaker 1: said that they would actually do. On the note of

659
00:28:25,200 --> 00:28:27,480
Speaker 1: asking for their name, a listener in our group, Joe,

660
00:28:27,600 --> 00:28:29,760
Speaker 1: he actually mentioned to ask what their name is when

661
00:28:29,800 --> 00:28:32,679
Speaker 1: you're talking to them, just from having a conversation, and

662
00:28:32,720 --> 00:28:34,639
Speaker 1: to write their name down so you can actually use it.

663
00:28:35,080 --> 00:28:36,960
Speaker 1: And that one is totally stuck out to me because

664
00:28:37,080 --> 00:28:40,080
Speaker 1: I have a terrible habit of not remembering people's names.

665
00:28:40,360 --> 00:28:42,120
Speaker 1: So yeah, when I saw that, I thought, oh man,

666
00:28:42,200 --> 00:28:44,880
Speaker 1: that's totally something I could do, because again, it comes

667
00:28:44,920 --> 00:28:47,800
Speaker 1: down to being human, and when you're calling somebody by

668
00:28:47,840 --> 00:28:49,960
Speaker 1: their actual name, they're going to be more responsive to

669
00:28:49,960 --> 00:28:51,560
Speaker 1: you because you know what that's what their friends call

670
00:28:51,640 --> 00:28:55,520
Speaker 1: them as well. Probably that's probably what their friends called them.

671
00:28:55,600 --> 00:28:57,280
Speaker 1: That's a great tip. I hadn't really thought about that,

672
00:28:57,320 --> 00:28:59,640
Speaker 1: but writing down the name and then using it throughout

673
00:28:59,640 --> 00:29:02,400
Speaker 1: the converse station just helps reinforce that that person is

674
00:29:02,520 --> 00:29:04,600
Speaker 1: a person and not just a tool to get what

675
00:29:04,640 --> 00:29:07,000
Speaker 1: you want to accomplished. Right. Another thing that you should

676
00:29:07,040 --> 00:29:09,920
Speaker 1: consider is escalating if need be. We've talked on a

677
00:29:09,920 --> 00:29:13,200
Speaker 1: prior episode about the customer retention department being the only

678
00:29:13,200 --> 00:29:15,840
Speaker 1: place that's actually going to consider lowering your internet or

679
00:29:15,880 --> 00:29:19,120
Speaker 1: cable bill. Looking for the right department or asking to

680
00:29:19,160 --> 00:29:22,200
Speaker 1: speak to a manager in case you run into a roadblock,

681
00:29:22,560 --> 00:29:24,560
Speaker 1: that's gonna be really helpful for you, whether it means

682
00:29:24,560 --> 00:29:27,560
Speaker 1: actually using the word escalate, asking in particular to speak

683
00:29:27,600 --> 00:29:29,680
Speaker 1: to a manager, or asking if you're even in the

684
00:29:29,760 --> 00:29:31,680
Speaker 1: right department. That's a way for you to get your

685
00:29:31,720 --> 00:29:35,200
Speaker 1: customer service issue addressed if you keep butting your head

686
00:29:35,320 --> 00:29:37,800
Speaker 1: against the system. Cheduin. This last tip that we're going

687
00:29:37,840 --> 00:29:40,480
Speaker 1: to cover before the break isn't something that I've actually done.

688
00:29:40,520 --> 00:29:42,080
Speaker 1: You wrote this down, so I'm gonna see if you

689
00:29:42,080 --> 00:29:44,280
Speaker 1: have personal experience with it. But you mentioned to try

690
00:29:44,280 --> 00:29:46,280
Speaker 1: contacting like the vice president you know, or maybe like

691
00:29:46,320 --> 00:29:49,000
Speaker 1: the founder of a smaller company, by like looking them

692
00:29:49,040 --> 00:29:51,600
Speaker 1: up on the website, figuring out their name and then

693
00:29:51,720 --> 00:29:55,120
Speaker 1: looking them up on LinkedIn and then maybe like shooting

694
00:29:55,160 --> 00:29:57,040
Speaker 1: him a message through LinkedIn or something like that. Have

695
00:29:57,080 --> 00:29:59,680
Speaker 1: you done this yourself? So I have, uh, only a

696
00:29:59,680 --> 00:30:01,960
Speaker 1: couple of times. It's one what you've done more than

697
00:30:01,960 --> 00:30:04,400
Speaker 1: what maybe, So it's not something it's not something you

698
00:30:04,440 --> 00:30:06,840
Speaker 1: want to abuse. But if you do find yourself like

699
00:30:06,920 --> 00:30:10,160
Speaker 1: running into an issue continually with the same company, typically

700
00:30:10,200 --> 00:30:12,719
Speaker 1: the person that started it, if it's a smaller company

701
00:30:12,840 --> 00:30:15,239
Speaker 1: or a vice president of a larger company, those are

702
00:30:15,240 --> 00:30:17,040
Speaker 1: the kind of things they want to know about. They're

703
00:30:17,040 --> 00:30:19,640
Speaker 1: not always up to speed on exactly what's happening in

704
00:30:19,680 --> 00:30:23,040
Speaker 1: the customer service call center or or with the employees

705
00:30:23,040 --> 00:30:25,560
Speaker 1: that are responding via chat and so reaching out to

706
00:30:25,600 --> 00:30:28,120
Speaker 1: someone kind of who's a little bit higher up in

707
00:30:28,120 --> 00:30:30,080
Speaker 1: the company that can be a play that you make.

708
00:30:30,200 --> 00:30:32,880
Speaker 1: That's kind of a last resort that you don't use often. Yeah,

709
00:30:32,880 --> 00:30:34,280
Speaker 1: I guess that's kind of how you go about one

710
00:30:34,280 --> 00:30:37,400
Speaker 1: all the big guns exactly. Yeah, So when one time,

711
00:30:37,440 --> 00:30:39,880
Speaker 1: Matt this is a story for another day, but my

712
00:30:39,960 --> 00:30:42,040
Speaker 1: niece on leaf was stolen, and I thought that the

713
00:30:42,040 --> 00:30:43,960
Speaker 1: thief has stolen my charging chord and not return that

714
00:30:44,000 --> 00:30:46,280
Speaker 1: when when I got the car back. Those charging chords

715
00:30:46,320 --> 00:30:49,120
Speaker 1: like six dollars. They're super expensive, and so I reached

716
00:30:49,120 --> 00:30:50,880
Speaker 1: out to Nissan to try to ask if they had

717
00:30:50,920 --> 00:30:53,880
Speaker 1: any sort of program, any sort of way of giving

718
00:30:53,880 --> 00:30:56,239
Speaker 1: me a used charging chord, anything like that, and I

719
00:30:56,280 --> 00:30:58,600
Speaker 1: was getting bubb kissed like nobody was responding at all.

720
00:30:58,880 --> 00:31:01,080
Speaker 1: So I figured it was worth emailing someone who I

721
00:31:01,080 --> 00:31:03,680
Speaker 1: thought it was a decision maker, and I finally heard

722
00:31:03,680 --> 00:31:06,520
Speaker 1: back on LinkedIn from a vice president that worked for

723
00:31:06,600 --> 00:31:09,440
Speaker 1: Nissan that who was super helpful. It's not something I

724
00:31:09,480 --> 00:31:11,000
Speaker 1: want to do every day because I don't want to

725
00:31:11,000 --> 00:31:13,280
Speaker 1: bother people that have more important things going on. You

726
00:31:13,280 --> 00:31:14,960
Speaker 1: can also look up their address and show up at

727
00:31:15,000 --> 00:31:17,080
Speaker 1: the front door in the morning and knock. Right. That's

728
00:31:17,080 --> 00:31:18,800
Speaker 1: a really good tip, Matt, that's a really good tip.

729
00:31:18,840 --> 00:31:20,320
Speaker 1: All right, Maybe you don't do that because that could

730
00:31:20,360 --> 00:31:22,880
Speaker 1: get you arrested or something like that, but but a

731
00:31:22,880 --> 00:31:26,160
Speaker 1: LinkedIn message or an email to to someone in charge

732
00:31:26,400 --> 00:31:29,360
Speaker 1: can be really helpful. If you email Jeff Bezos from Amazon,

733
00:31:29,640 --> 00:31:31,840
Speaker 1: you might not get any traction right, But if you

734
00:31:31,920 --> 00:31:34,360
Speaker 1: email one of his under links, one of his vice presidents,

735
00:31:34,600 --> 00:31:36,640
Speaker 1: you might actually get some movement. You might see something

736
00:31:36,640 --> 00:31:38,760
Speaker 1: happen if you have a customer service issue. So that's

737
00:31:38,800 --> 00:31:42,040
Speaker 1: why I mentioned the vice president thing, Jill. I love

738
00:31:42,080 --> 00:31:44,120
Speaker 1: that you did that, man, It never hurts to ask.

739
00:31:44,400 --> 00:31:46,560
Speaker 1: And so after the break, we're gonna cover what to

740
00:31:46,680 --> 00:31:50,160
Speaker 1: do in a worst case scenario of terrible customer service.

741
00:31:50,480 --> 00:31:52,600
Speaker 1: Stick around for that's as well as some other tips

742
00:31:52,640 --> 00:32:03,200
Speaker 1: and considerations right after the break, All right, Matt, than

743
00:32:03,240 --> 00:32:04,800
Speaker 1: just a minute, we're going to get to those worst

744
00:32:04,800 --> 00:32:07,600
Speaker 1: case scenarios. Where do you turn if you're unable to

745
00:32:07,640 --> 00:32:09,920
Speaker 1: get any sort of customer service movement? So we'll get

746
00:32:09,920 --> 00:32:11,400
Speaker 1: to that in just a second. But first, it is

747
00:32:11,400 --> 00:32:13,480
Speaker 1: going to be different when you're trying to get customer

748
00:32:13,480 --> 00:32:17,400
Speaker 1: service movement from a small local company versus a national company, right,

749
00:32:17,600 --> 00:32:19,960
Speaker 1: And that can be good or bad depending. There are

750
00:32:20,040 --> 00:32:23,000
Speaker 1: often fewer mechanisms in order to get good customer service

751
00:32:23,040 --> 00:32:25,480
Speaker 1: when you're dealing with a local company. I had an

752
00:32:25,520 --> 00:32:27,160
Speaker 1: issue the other day where I asked to speak to

753
00:32:27,200 --> 00:32:29,120
Speaker 1: a manager and the person I was speaking to was

754
00:32:29,200 --> 00:32:33,080
Speaker 1: the manager. And that's kind of what happens sometimes, Right,

755
00:32:33,120 --> 00:32:35,080
Speaker 1: that's kind of what happens sometimes in a smaller, more

756
00:32:35,160 --> 00:32:38,160
Speaker 1: local company, there's just not much recourse if you can't

757
00:32:38,160 --> 00:32:41,400
Speaker 1: connect with that single individual. But there's also the chance

758
00:32:41,440 --> 00:32:44,520
Speaker 1: for more humanity. When you're talking to a local company

759
00:32:44,720 --> 00:32:46,800
Speaker 1: a national company, there's a there's a higher chance that

760
00:32:46,840 --> 00:32:48,760
Speaker 1: you're going to need to find the right phone number

761
00:32:49,000 --> 00:32:51,960
Speaker 1: or use social media. That just depends oftentimes right on

762
00:32:52,000 --> 00:32:54,600
Speaker 1: the size and the structure of the company you're dealing with.

763
00:32:54,920 --> 00:32:57,040
Speaker 1: And Jel, you mentioned social media. Let's again go back

764
00:32:57,040 --> 00:32:59,480
Speaker 1: to that, right, Let's envision that you've exhausted all the

765
00:32:59,480 --> 00:33:01,480
Speaker 1: different options that we've kind of covered up until this point.

766
00:33:01,800 --> 00:33:04,280
Speaker 1: Honestly think going back to social media and kind of

767
00:33:04,320 --> 00:33:07,360
Speaker 1: doing a form of online picketing is the next step

768
00:33:07,400 --> 00:33:10,120
Speaker 1: to take. Yeah, if you're getting completely stone walled, that

769
00:33:10,200 --> 00:33:12,480
Speaker 1: might be your only option, right, Yeah, Seriously, like complaining

770
00:33:12,520 --> 00:33:14,760
Speaker 1: on social media because it's out there and because everyone

771
00:33:14,800 --> 00:33:16,600
Speaker 1: sees it, and that if they don't address it, they

772
00:33:16,640 --> 00:33:19,520
Speaker 1: look bad. But those social media complaints can honestly be

773
00:33:19,560 --> 00:33:22,280
Speaker 1: the nudge that a company needs. I'm thinking of United

774
00:33:22,280 --> 00:33:26,440
Speaker 1: Airlines after they treated several of their passengers very poorly

775
00:33:26,720 --> 00:33:29,600
Speaker 1: and busted them up. There's a whole movement where folks

776
00:33:29,600 --> 00:33:31,920
Speaker 1: were taking over the United Journey hashtag. That was a

777
00:33:31,960 --> 00:33:34,280
Speaker 1: hashtag that United Airlines had come up with for an

778
00:33:34,320 --> 00:33:37,520
Speaker 1: advertising campaign, and it's totally backfired because shortly after that

779
00:33:37,640 --> 00:33:40,080
Speaker 1: was when they dragged that doctor off the off the flight,

780
00:33:40,160 --> 00:33:42,280
Speaker 1: you know, and they totally remember that bleeding from his face.

781
00:33:42,560 --> 00:33:45,200
Speaker 1: It's terrible, it's not good at all. But folks were

782
00:33:45,600 --> 00:33:48,600
Speaker 1: claiming that and kind of repurposing it basically talking about

783
00:33:48,760 --> 00:33:51,480
Speaker 1: just how terrible United Airlines was and even coming up

784
00:33:51,480 --> 00:33:53,880
Speaker 1: with new hashtags, like there was one that was hashtag

785
00:33:53,960 --> 00:33:57,360
Speaker 1: new United Airlines Mottoes, where folks were essentially writing in

786
00:33:57,400 --> 00:33:59,360
Speaker 1: with their own sort of slogans based on the current

787
00:33:59,360 --> 00:34:01,680
Speaker 1: news and just all terrible things that United Airlines was doing.

788
00:34:01,840 --> 00:34:03,280
Speaker 1: You know. Hopefully they learned their lesson and will be

789
00:34:03,280 --> 00:34:05,280
Speaker 1: able to kind of move past that and never have

790
00:34:05,400 --> 00:34:07,760
Speaker 1: an incident like that in their history. But that was

791
00:34:07,800 --> 00:34:11,240
Speaker 1: a way for the people to speak collectively and say, hey,

792
00:34:11,280 --> 00:34:13,279
Speaker 1: this is terrible, like, we do not stand behind this.

793
00:34:13,400 --> 00:34:15,680
Speaker 1: We did not like how you're treating your customers or

794
00:34:15,760 --> 00:34:18,000
Speaker 1: just people in general. It's just a terrible way to

795
00:34:18,000 --> 00:34:20,360
Speaker 1: behave as a company. I guess, while we're bashing United,

796
00:34:20,400 --> 00:34:22,080
Speaker 1: let's do another one. There was a guy back in

797
00:34:22,120 --> 00:34:24,960
Speaker 1: the day who had his guitar broken by United Airlines

798
00:34:25,000 --> 00:34:27,719
Speaker 1: and he came up with catchy YouTube video where he

799
00:34:27,760 --> 00:34:30,640
Speaker 1: wrote a song about it on a guitar that wasn't

800
00:34:30,680 --> 00:34:33,120
Speaker 1: broken by United Airlines, I guess, and that would that

801
00:34:33,160 --> 00:34:35,799
Speaker 1: just went viral. And so they're just these ways in

802
00:34:35,880 --> 00:34:38,440
Speaker 1: the worst case scenario where you can use social media

803
00:34:38,719 --> 00:34:41,399
Speaker 1: kind of to your benefit. We mentioned earlier about reaching

804
00:34:41,400 --> 00:34:42,920
Speaker 1: out for help, and now this is a case in

805
00:34:42,960 --> 00:34:45,279
Speaker 1: which you're kind of picking and letting people know that

806
00:34:45,320 --> 00:34:47,279
Speaker 1: you've had a bad experience. In my opinion, that's more

807
00:34:47,280 --> 00:34:49,239
Speaker 1: of a last resort, but it is a step that

808
00:34:49,320 --> 00:34:53,120
Speaker 1: can be helpful if you are experiencing just complete inattention

809
00:34:53,200 --> 00:34:55,239
Speaker 1: to your issue. Yeah, at that point, you're not trying

810
00:34:55,239 --> 00:34:57,239
Speaker 1: to get your problem fixed anymore. Essentially, what you're doing

811
00:34:57,280 --> 00:35:00,399
Speaker 1: is you're warning other customers. You're saying, hey, watch out

812
00:35:00,440 --> 00:35:03,840
Speaker 1: for these guys because they suck, Matt. And that's online picketing,

813
00:35:03,880 --> 00:35:06,239
Speaker 1: but there's an in person version of picketing as well,

814
00:35:06,320 --> 00:35:08,080
Speaker 1: right where you can actually stand in front of a

815
00:35:08,080 --> 00:35:11,080
Speaker 1: local business on a weekend, right and hurt their sales

816
00:35:11,080 --> 00:35:13,239
Speaker 1: and hurt their reputation by doing some picketing in front

817
00:35:13,280 --> 00:35:15,120
Speaker 1: of a business. And I feel like again that is

818
00:35:15,120 --> 00:35:18,279
Speaker 1: a last resort sort of option for you. But if

819
00:35:18,400 --> 00:35:21,680
Speaker 1: you have let's say body card dealership, and they pulled

820
00:35:21,680 --> 00:35:23,600
Speaker 1: a fast one on you, and this happens all over

821
00:35:23,640 --> 00:35:26,120
Speaker 1: the country, they say, actually, you don't qualify for that

822
00:35:26,160 --> 00:35:28,160
Speaker 1: loan at six percent, even though you signed all these papers.

823
00:35:28,360 --> 00:35:29,840
Speaker 1: Now you have to come in and resign this paper

824
00:35:29,840 --> 00:35:31,960
Speaker 1: where you have a fourteen percent interest rate. Let's say

825
00:35:31,960 --> 00:35:34,880
Speaker 1: you've had something terrible happened to you, you should consider

826
00:35:34,960 --> 00:35:37,200
Speaker 1: at least picketing in front of that business with a

827
00:35:37,280 --> 00:35:39,920
Speaker 1: sign telling the truth about what happened. Yeah, you have

828
00:35:39,960 --> 00:35:42,319
Speaker 1: a legal right to do that. Exactly, you can't be

829
00:35:42,400 --> 00:35:44,320
Speaker 1: on their property. You need to be on a sidewalk

830
00:35:44,400 --> 00:35:47,279
Speaker 1: or at least you know your local municipalities rules when

831
00:35:47,280 --> 00:35:49,239
Speaker 1: it comes to picketing. But no, your rights at the

832
00:35:49,280 --> 00:35:51,160
Speaker 1: same time, and if you need to stand up for

833
00:35:51,200 --> 00:35:52,759
Speaker 1: yourself and you need to pick it in front of

834
00:35:52,760 --> 00:35:55,120
Speaker 1: a local business letting people know what happened to you,

835
00:35:55,480 --> 00:35:57,800
Speaker 1: I think in the case of something severe and egregious

836
00:35:57,840 --> 00:36:00,760
Speaker 1: that a company has done to you, it's a worthwhile consideration. Yeah,

837
00:36:00,760 --> 00:36:02,960
Speaker 1: this is also something I've never done. Have you ever

838
00:36:03,000 --> 00:36:05,680
Speaker 1: picketed before? No, never picked? Yeah, I'm glad I've never

839
00:36:05,680 --> 00:36:08,040
Speaker 1: gotten to the point to where I felt like I

840
00:36:08,080 --> 00:36:09,919
Speaker 1: needed to do that, I know. Yeah, but I've seen

841
00:36:09,960 --> 00:36:11,640
Speaker 1: people doing it before, have you. I don't think I've

842
00:36:11,680 --> 00:36:14,320
Speaker 1: even seen one do that before. Really, Yeah, with a sign,

843
00:36:14,680 --> 00:36:17,839
Speaker 1: and that happens oftentimes, right Matt In Like union negotiations

844
00:36:17,840 --> 00:36:20,680
Speaker 1: with an employer too, have you seen have you seen people? Yeah? Yeah,

845
00:36:20,719 --> 00:36:22,160
Speaker 1: I remember seeing folks back in the day in front

846
00:36:22,200 --> 00:36:25,840
Speaker 1: of public's. Yeah, came on you for not negotiating fairly

847
00:36:25,920 --> 00:36:27,480
Speaker 1: with the union. That that kind of stuff happens, And

848
00:36:27,520 --> 00:36:30,040
Speaker 1: so I think for employees trying to get good customer

849
00:36:30,040 --> 00:36:32,719
Speaker 1: service from their company, right, they they chose to pick it.

850
00:36:33,000 --> 00:36:35,480
Speaker 1: I've seen people standing in front of individual businesses with

851
00:36:35,520 --> 00:36:37,960
Speaker 1: a sign and the key is too, Like I said, no,

852
00:36:38,080 --> 00:36:41,120
Speaker 1: your municipalities rules, abide by them and at the same

853
00:36:41,120 --> 00:36:43,840
Speaker 1: time tell the truth. So whatever you put on your sign,

854
00:36:44,080 --> 00:36:47,120
Speaker 1: no slander, no misinformation. You want to make sure you're

855
00:36:47,280 --> 00:36:50,239
Speaker 1: being above board and telling people exactly what happened and

856
00:36:50,520 --> 00:36:52,760
Speaker 1: saying it's discinctly so that people driving by can actually

857
00:36:52,800 --> 00:36:54,319
Speaker 1: read it and again and keep in mind that this

858
00:36:54,360 --> 00:36:56,360
Speaker 1: is less about you getting good customer service at this

859
00:36:56,400 --> 00:36:59,600
Speaker 1: point and helping your fellow consumer or your friends to

860
00:37:00,000 --> 00:37:01,880
Speaker 1: know that they are not going to get good customer

861
00:37:01,920 --> 00:37:04,400
Speaker 1: service themselves. And you know what, maybe though, if a business,

862
00:37:04,400 --> 00:37:06,239
Speaker 1: if you're hitting them where it hurts in the pocketbook,

863
00:37:06,520 --> 00:37:09,760
Speaker 1: driving new customers away from their doors, that can actually

864
00:37:09,840 --> 00:37:12,960
Speaker 1: sometimes be the impetus for them to act angels. So

865
00:37:13,080 --> 00:37:15,160
Speaker 1: beyond picketing, you know, once you've gotten to where things

866
00:37:15,160 --> 00:37:18,120
Speaker 1: are just gone really south and you think maybe even

867
00:37:18,120 --> 00:37:20,319
Speaker 1: the company has done something illegal, now is the time

868
00:37:20,360 --> 00:37:23,200
Speaker 1: that you can turn to different government agencies. Groups like

869
00:37:23,239 --> 00:37:26,520
Speaker 1: the cfp B, which is the Consumer Financial Protection Bureau,

870
00:37:26,760 --> 00:37:29,040
Speaker 1: or the o c C which is the Office of

871
00:37:29,080 --> 00:37:31,800
Speaker 1: the Comptroller of the Currency. Those are both going to

872
00:37:31,880 --> 00:37:33,640
Speaker 1: be financial related. So if you're having issues with a

873
00:37:33,640 --> 00:37:35,920
Speaker 1: credit card company or a bank, you know, anything financial

874
00:37:35,920 --> 00:37:38,200
Speaker 1: related like that, those are some of the agencies that

875
00:37:38,239 --> 00:37:40,560
Speaker 1: you can go to. But then just like the Federal

876
00:37:40,560 --> 00:37:43,879
Speaker 1: Trade commission or insurance departments or health commissioners, there are

877
00:37:44,120 --> 00:37:47,239
Speaker 1: a number of different federal agencies that you can turn to,

878
00:37:48,000 --> 00:37:50,320
Speaker 1: and that's their job. Like their job is to regulate

879
00:37:50,360 --> 00:37:53,400
Speaker 1: these different companies and these industries, and they want to

880
00:37:53,400 --> 00:37:55,480
Speaker 1: hear from you. Yeah, we'll put links to a few

881
00:37:55,520 --> 00:37:57,840
Speaker 1: of these on the show notes, and in particular the

882
00:37:57,880 --> 00:38:01,120
Speaker 1: Consumer Financial Production Bureau, which was rated a few years ago.

883
00:38:01,160 --> 00:38:03,360
Speaker 1: It's not quite as effective as it was under the

884
00:38:03,400 --> 00:38:06,479
Speaker 1: former boss of the CFPV he was awesome, but still

885
00:38:06,520 --> 00:38:08,719
Speaker 1: there's a great place to submit a complaint, and I've

886
00:38:08,760 --> 00:38:11,360
Speaker 1: heard good reports of people that do file a complaint

887
00:38:11,360 --> 00:38:13,880
Speaker 1: on the CFPB or on O c C against the

888
00:38:13,920 --> 00:38:17,000
Speaker 1: bank occ dot gov that the banks actually take action

889
00:38:17,040 --> 00:38:20,320
Speaker 1: pretty quickly, so it's not a place where your complaint

890
00:38:20,320 --> 00:38:23,040
Speaker 1: goes into the ether and is unheard. It actually works,

891
00:38:23,360 --> 00:38:25,799
Speaker 1: not only so that the federal government knows what's going

892
00:38:25,840 --> 00:38:28,600
Speaker 1: on with these businesses, but so that action will be

893
00:38:28,640 --> 00:38:31,600
Speaker 1: taken at the same time on your specific case. Yea.

894
00:38:31,640 --> 00:38:34,960
Speaker 1: So filing a complaint with the proper government entity. For instance,

895
00:38:35,000 --> 00:38:38,000
Speaker 1: if you're having a problem with your insurance company, you

896
00:38:38,040 --> 00:38:42,040
Speaker 1: report them to your state's insurance department, and always reporting

897
00:38:42,120 --> 00:38:44,719
Speaker 1: a company to the Better Business Bureau can be effective

898
00:38:44,760 --> 00:38:47,080
Speaker 1: as well. Yeah, Jill, you know good customer service. It

899
00:38:47,239 --> 00:38:50,760
Speaker 1: speaks volumes about that company, and you know the different.

900
00:38:50,760 --> 00:38:54,680
Speaker 1: Companies that address a problem well with a thorough response

901
00:38:54,680 --> 00:38:57,880
Speaker 1: can actually help create a more loyal customer and honestly,

902
00:38:57,960 --> 00:39:00,799
Speaker 1: for customers, sometimes you just have to know who and

903
00:39:00,840 --> 00:39:03,600
Speaker 1: how to ask and hopefully we've given some helpful tips

904
00:39:03,760 --> 00:39:05,799
Speaker 1: to get the result that you're looking for. Yeah, Matt

905
00:39:05,840 --> 00:39:08,640
Speaker 1: Crystal on our Facebook group mentioned getting great customer service

906
00:39:08,719 --> 00:39:12,480
Speaker 1: from Wayfair after she'd encountered a problem, and companies that

907
00:39:12,560 --> 00:39:15,880
Speaker 1: respond well to people even in the middle in the

908
00:39:15,880 --> 00:39:18,400
Speaker 1: middle of an issue, fix it with a smile on

909
00:39:18,440 --> 00:39:20,920
Speaker 1: their face, They're much more likely to have a customer

910
00:39:20,960 --> 00:39:23,880
Speaker 1: for life even than just a customer that had a

911
00:39:23,920 --> 00:39:26,400
Speaker 1: great experience from the get go. So it's important for

912
00:39:26,440 --> 00:39:29,840
Speaker 1: companies and customers to know the problem resolution is a

913
00:39:29,880 --> 00:39:33,160
Speaker 1: way for a deeper relationship to be built. And then lastly,

914
00:39:33,400 --> 00:39:35,719
Speaker 1: it's important to not to not forget to say thank you,

915
00:39:36,200 --> 00:39:39,000
Speaker 1: leave that great review, take that survey as well if

916
00:39:39,040 --> 00:39:40,560
Speaker 1: you know so you can get some feedback. You know,

917
00:39:40,680 --> 00:39:43,120
Speaker 1: just like you would tip a good waiter, you want

918
00:39:43,160 --> 00:39:45,560
Speaker 1: to let that customer service person know that they've done

919
00:39:45,600 --> 00:39:48,399
Speaker 1: a good job. And maybe on social media, that means

920
00:39:48,560 --> 00:39:51,520
Speaker 1: making sure you follow up with that initial tweet and

921
00:39:51,640 --> 00:39:53,680
Speaker 1: thanking them. You know, it's not like you're just putting

922
00:39:53,719 --> 00:39:55,399
Speaker 1: that message out there and letting it sit like they're

923
00:39:55,400 --> 00:39:57,600
Speaker 1: going to respond and yeah, follow it up with, man,

924
00:39:57,600 --> 00:39:59,520
Speaker 1: thanks so much for resolving my issue, or you know,

925
00:39:59,560 --> 00:40:01,520
Speaker 1: you guys the best. They're trying to make sure that

926
00:40:01,560 --> 00:40:03,960
Speaker 1: you're a happy customer and make sure that you're representing

927
00:40:04,000 --> 00:40:06,960
Speaker 1: that well to your followers and your friends, no doubt, buddy.

928
00:40:07,000 --> 00:40:08,520
Speaker 1: All right, let's get back to the beer that we

929
00:40:08,560 --> 00:40:11,160
Speaker 1: had on the show today. Matt listener Jared sent in

930
00:40:11,239 --> 00:40:14,000
Speaker 1: a trial Rubicite from Jester King, and like I said,

931
00:40:14,040 --> 00:40:16,080
Speaker 1: this was like a bucket list beer for me, and

932
00:40:16,120 --> 00:40:19,400
Speaker 1: it didn't disappoint. This was incredible. I mentioned that it

933
00:40:19,440 --> 00:40:22,080
Speaker 1: tasted kind of like raspberry jam. It totally did. There

934
00:40:22,080 --> 00:40:24,480
Speaker 1: were so many raspberries in this. It had a perfect

935
00:40:24,560 --> 00:40:27,879
Speaker 1: dry sourness to it and just very fruit forward. This

936
00:40:27,960 --> 00:40:29,719
Speaker 1: is a beer that I'll remember for a long time.

937
00:40:29,719 --> 00:40:31,680
Speaker 1: It was it was It was really that I'm with you,

938
00:40:31,719 --> 00:40:34,840
Speaker 1: man like it. It had tons of raspberry flavor. But

939
00:40:34,920 --> 00:40:36,879
Speaker 1: typically you think, okay, if it's gonna have tons of fruit,

940
00:40:36,880 --> 00:40:38,960
Speaker 1: you expected to be sweet, like sweet and sticky and

941
00:40:39,000 --> 00:40:41,520
Speaker 1: just kind of just over the top like you're sniffing

942
00:40:41,560 --> 00:40:43,719
Speaker 1: a glade plug in or something like that. It's like,

943
00:40:43,920 --> 00:40:46,600
Speaker 1: let's just as gross. It's what you do on from

944
00:40:46,600 --> 00:40:48,960
Speaker 1: time to time. Maybe you never sniff glade plug ins

945
00:40:48,960 --> 00:40:50,960
Speaker 1: as a kid, don't think so, Okay, well that was

946
00:40:51,000 --> 00:40:53,359
Speaker 1: just me. But with this you could tell that there

947
00:40:53,400 --> 00:40:55,120
Speaker 1: was tons of fruit in it. But yeah, well, like

948
00:40:55,120 --> 00:40:56,799
Speaker 1: you said, there was a dryness to it and a

949
00:40:56,800 --> 00:41:00,839
Speaker 1: balance that I mean, I would almost say it's unmapped matched. Yeah,

950
00:41:00,840 --> 00:41:03,279
Speaker 1: this is an incredibly balanced beer. I wouldn't say that

951
00:41:03,320 --> 00:41:05,799
Speaker 1: this beer is incredibly unique in any sort of way,

952
00:41:05,920 --> 00:41:07,800
Speaker 1: Like it didn't have like some kind of crazy twist

953
00:41:07,840 --> 00:41:09,520
Speaker 1: on it, or it didn't have like this odd flavor

954
00:41:09,560 --> 00:41:13,040
Speaker 1: that you just totally weren't expecting. It's just an amazing

955
00:41:13,200 --> 00:41:16,360
Speaker 1: barrel aged raspberry sour and they're doing it better than

956
00:41:16,400 --> 00:41:18,000
Speaker 1: anyone else out there, you know, Like it's just a

957
00:41:18,080 --> 00:41:23,239
Speaker 1: standard awesome beer. Like there's no gimmicks, there's no games. Yeah,

958
00:41:23,360 --> 00:41:25,319
Speaker 1: just that style that they were going for, done up

959
00:41:25,480 --> 00:41:28,439
Speaker 1: perfectly to a t. Right. You can't beat that. So good,

960
00:41:28,560 --> 00:41:31,040
Speaker 1: so good. So looking forward to having more from Jester

961
00:41:31,160 --> 00:41:33,759
Speaker 1: King one of these days. Yeah, So sinceris thanks to

962
00:41:33,840 --> 00:41:37,080
Speaker 1: Jared for donating last episodes amazing beer and also this

963
00:41:37,160 --> 00:41:39,960
Speaker 1: complete gem from Jester King Joel before we go to

964
00:41:40,000 --> 00:41:41,400
Speaker 1: long Let's go ahead and do our final thoughts and

965
00:41:41,400 --> 00:41:44,000
Speaker 1: wrap this episode up once you kick it off. All right, buddy,

966
00:41:44,000 --> 00:41:46,680
Speaker 1: we're talking about getting great customer service today, and one

967
00:41:46,680 --> 00:41:49,120
Speaker 1: of the most sure fireways to ensure that you're going

968
00:41:49,200 --> 00:41:52,120
Speaker 1: to get decent customer service, not in all cases, but

969
00:41:52,200 --> 00:41:55,080
Speaker 1: often is by being kind. And this was reflected in

970
00:41:55,120 --> 00:41:57,520
Speaker 1: the responses we got in our Facebook group. No one

971
00:41:57,560 --> 00:41:59,720
Speaker 1: wants to help a jerk be the type of person

972
00:42:00,080 --> 00:42:03,400
Speaker 1: that a customer service representative actually wants to help. Not

973
00:42:03,480 --> 00:42:04,959
Speaker 1: only do you want to be kind, but you also

974
00:42:05,000 --> 00:42:07,600
Speaker 1: want to be persistent. Certainly start off with those phone

975
00:42:07,600 --> 00:42:10,239
Speaker 1: calls or those emails, but then beyond that, if your

976
00:42:10,280 --> 00:42:12,359
Speaker 1: issues are not getting resolved, to make sure that you're

977
00:42:12,400 --> 00:42:14,720
Speaker 1: documenting your conversations. You want to be able to build

978
00:42:14,760 --> 00:42:17,160
Speaker 1: off of those discussions that you've had in order to

979
00:42:17,200 --> 00:42:20,120
Speaker 1: work towards resolving those issues. And then don't forget to

980
00:42:20,360 --> 00:42:23,120
Speaker 1: escalate appropriately. You don't want to come in guns blazon

981
00:42:23,400 --> 00:42:28,080
Speaker 1: with this incredibly minor customer service issue. If you you

982
00:42:28,120 --> 00:42:30,600
Speaker 1: want to go, you want to go in the appropriate

983
00:42:30,920 --> 00:42:33,360
Speaker 1: route that probably starts with just finding a human to

984
00:42:33,400 --> 00:42:35,719
Speaker 1: talk to. And Matt, we mentioned some sites that make

985
00:42:35,719 --> 00:42:38,120
Speaker 1: it easier for someone to actually reach a human at

986
00:42:38,120 --> 00:42:40,720
Speaker 1: the company that they're looking to get customer service from.

987
00:42:40,760 --> 00:42:42,879
Speaker 1: But if you need to go even further, you might

988
00:42:42,920 --> 00:42:45,680
Speaker 1: need to talk to someone in the customer retention department

989
00:42:45,760 --> 00:42:48,000
Speaker 1: or asked to speak to a manager, and ultimately it

990
00:42:48,080 --> 00:42:50,200
Speaker 1: might get to the point where you're doing some online

991
00:42:50,200 --> 00:42:52,719
Speaker 1: picketing or you actually have to submit a complaint with

992
00:42:52,719 --> 00:42:55,080
Speaker 1: a government entity. That's not the first place to turn,

993
00:42:55,280 --> 00:42:57,440
Speaker 1: but it is nice to know that they're there if

994
00:42:57,480 --> 00:43:00,160
Speaker 1: the problem continues to persist. All right, Joel, that is

995
00:43:00,200 --> 00:43:02,000
Speaker 1: going to be in for this episode. Just like you mentioned,

996
00:43:02,000 --> 00:43:03,600
Speaker 1: we're gonna have those links up in our show notes

997
00:43:03,680 --> 00:43:06,640
Speaker 1: up on our website at how to money dot com.

998
00:43:06,680 --> 00:43:08,560
Speaker 1: And if you like this podcast, we would encourage you

999
00:43:08,600 --> 00:43:11,000
Speaker 1: to submit a review, and don't forget to hit the

1000
00:43:11,040 --> 00:43:13,319
Speaker 1: subscribe button while you're there. And if Matt and I

1001
00:43:13,360 --> 00:43:15,400
Speaker 1: haven't done as great of a job as you would like,

1002
00:43:15,680 --> 00:43:17,360
Speaker 1: send us an email. You can go to how to

1003
00:43:17,440 --> 00:43:20,360
Speaker 1: money dot com slash do better. We read everything that

1004
00:43:20,400 --> 00:43:22,160
Speaker 1: comes in there until real quick, I think it's worth

1005
00:43:22,160 --> 00:43:23,960
Speaker 1: mentioning to. We need to thank all of our listeners

1006
00:43:23,960 --> 00:43:26,600
Speaker 1: out there who have left awesome reviews for us over

1007
00:43:26,640 --> 00:43:29,200
Speaker 1: at Apple Podcasts. Those help get the word out. We

1008
00:43:29,239 --> 00:43:32,120
Speaker 1: are incredibly thankful for those, so thank you to everyone,

1009
00:43:32,360 --> 00:43:34,919
Speaker 1: many many thanks. We appreciate it. Joel. Until next time,

1010
00:43:35,120 --> 00:43:36,680
Speaker 1: best friends Out, Best Friends Out,