Love on the rocks.

Parts 1 and 2 have brought us to this stage of my better-bank-deal quest.

Thank you so much for reading and responding!

Today the plot finally crystallises.

Bert

As Sheryl the Specialised Case Manager presaged, Bert the Bank Manager and I had ‘fruitful conversations’ (via email).

Alas, the fruit was small, hard and bitter:

1. No relief on annual or monthly fees.
2. A total annual interest saving of … wait for it … $126.

Barry

I told Barry the Twitter Team Guy.

No response.

Con

Con the Home Loan Officer rang me once more for good measure, but to no effect.

Sheryl

I had an email chat with Sheryl (pleasantries removed to save space):

Hi, Sheryl,

Just thought I’d have a quiet word with you while I deliberate.

Do you feel happy with how this resolution is panning out?

Hi, Paul,

I am only happy if you are.

I can see that Bert is trying his best to assist you but ultimately the decisions will lay with you.

So Paul, are you happy with the way this is panning out?

Having achieved a mere 6.3% of my target saving of $2,000 I feel rather deflated.

I can’t tell whether this is truly the best ABank can do, or whether it’s the best they can do for a ‘little person’ like me.

After all this time and effort and drama, a saving of just $126 per year seems pretty paltry.

It doesn’t really inspire me to forge a 40-year alliance with ABank that showers us both in riches.

I think I may have to wait to see what the Choice initiative comes up with.

If it turns out that you guys really have done the best you can for me, I’ll accept my $126 with grace and apologise humbly for wasting everyone’s time.

If, however, Choice turns up a raft of significantly better deals, I’ll probably feel very let down that you guys couldn’t do likewise for me ahead of time.

Does this description of how I feel make sense to you, Sheryl?

To be honest saving money and discussing lending matters via email is not as effective as a verbal conversation… would you consider a conversation with Bert? This may lead to further options.

I assure you we want to help and we are doing all that we can at this moment. We would love to see you as one of our long term customers so I think it is time for an actual chat. Your thoughts?

As a writer, verbal isn’t my forte.

That’s probably why I’ve failed in all phone and face-to-face discussions to date.

I understand that much business is conducted this way.

I don’t understand why these ‘further options’ can’t be put in print. When I first took my loans, the terms were written in great detail.

Unless, of course, you’re talking about a negotiation – which I find even less desirable.

My readers have been following this story with interest.

As I feel confused and dispirited, I’ll seek their objective advice before getting back to you.

I do realise you’re trying, Sheryl.

I suspect I’m simply unsuited to your systems.

Paul

I’m tired, disheartened and torn.

Should I:

a)    Accept my modest fate.

b)    Battle on via email or Twitter.

c)    Pick up the phone.

d)    Send the wife in.

e)    Turn this into a novel and pay my loans with the proceeds.

f)     Change banks.

g)    Try something else (describe).

Unless you (or Choice) come up with something significant,

this could be …

The End

Paul Hassing, Founder & Senior Writer, The Feisty Empire

Where have all the comments gone?

We love hearing what you have to say, and stories you might have, so fear not, you’re still able to comment!  We’ve moved the party over to our new place, The Pulse.  Come and join the conversation on this post here.

You’ll also find this post at The Pulse

Beware the cheating heart.

I’ve been reading with increasing frequency that it’s a fabulous time to negotiate a better interest rate with your lender.

In a world first, Choice has gone one step further by grouping borrowers for a better deal.

Their target was 1000 people prepared to look at switching loans.

In the first three days, they clocked 10,000.

Very interesting.

Back Story

I’m one of those morons who plays by the rules and believes what people say.

Having exhausted traditional communication channels, I took up my bank’s offer to chat via online banking.

After several weeks and follow ups, I got three phone calls from three bank staff in one day.

They began by saying they were recording me for training purposes.

I replied that I was recording them for blogging purposes.

They then said that:

1. The lending market had indeed become more competitive.
2. I was a valuable customer that they wanted to keep.
3. To this end, they wanted to do the best they could for me.

I thanked them and said what I wanted: the same interest rate that their online subsidiary bank was offering, i.e. a 0.48% reduction that’d save me $2000 per year in interest.

They said that because their online subsidiary was run by IT staff – not banking staff – I wouldn’t get the same service.

I replied that, having enjoyed no service for many years, I wouldn’t miss it.

Then they said their subsidiary wasn’t for business owners like me.

I said that if they looked after me now, I’d stay with them and let them handle my investments in the future.

They said they’d get back to me.

…

They didn’t.

Gloves Off

Finally, I got fed up and tweeted:

My bank’s ‘Mortgage Retention Team’ isn’t even retenting my phone calls. Could be time for http://bit.ly/nzGKb8

Then I signed up and tweeted:

Right. I’m in. Who’s with me? http://www.choice.com.au/consumer-action/money/big-bank-switch/choice-big-bank-switch.aspx

Minutes later, my bank tweeted:

Hi Paul, saw your tweet – can I help from here? Pls follow so we can DM* & I’ll have our team follow up for you, thanks!

This was new. My bank must’ve had a keyword watching brief. I was impressed, but wary. Deciding to test their mettle, I tweeted:

Nice to hear from you! Back stories @ http://bit.ly/YN1z2 & http://bit.ly/aw6baO Still interested? Or am I a too-hard-basket case?

As we were chatting in the public domain, with feeds to my 16000 Twitter followers, I thought that’d be the end of it. But the bank replied:

Yes, I’m still interested & want to see how I can help – let’s DM & I’ll escalate to our team

I stood on the brink.

Phone calls had failed.

Online banking messages had failed.

Could social media be my salvation?

I had to find out.

So I followed^ my bank, enabling them to DM me.

And DM they did!

<<<<<<    INTERMISSION     >>>>>>

Exciting isn’t it?!

Have you had a word with your bank yet?

How’d you go?

If not, what’s stopping you?

Could your business not benefit from reduced interest payments?

Your comment will inform and perhaps even shape this narrative.

A bit like …

choose your own

debenture.

Don’t miss next week’s thrilling conclusion to: A Fool & His Money!

Paul Hassing, Founder & Senior Writer, The Feisty Empire

*  DM = Send a direct message (i.e. one not visible to the public).

^  Became one of their Twitter followers, thus enabling them to DM me.

Where have all the comments gone?

We love hearing what you have to say, and stories you might have, so fear not, you’re still able to comment!  We’ve moved the party over to our new place, The Pulse.  Come and join the conversation on this post here.

Money talks. Has it said anything to you lately?

Did you hear about the rather lucrative printer cartridge deal?

The highlight for me was the public servant who:

‘… bought enough black toner cartridges to supply the government department for 40 years — despite toner cartridges expiring after two years.’

As my taxes paid this person’s salary, I felt encouraged by her initiative and commitment.

Then I wondered if you’ve been stung by either end of the corruption cattle prod.

Tagged & Bagged

There are two sides to every story. And difficult times tend to throw these into high relief.

On one side, we have flawed humans with the power to make purchasing decisions.

On the other, hungry companies desperate to make a deal.

If a wad of loot were to find its way into a brown paper bag, and that bag were to find its way into a pocket, and the owner of that pocket were to award a lucrative contract, who would be the wiser?

This is a new area for me.

Whenever I’ve been desperate for business, I’ve been way too desperate to contribute to anyone’s slush fund.

When I’ve been in positions of power, the most I ever got was a bag of lollies from a printing firm.

Guilty!

Actually, now that I think about it, those lollies worked a treat.

They were red, like raspberries, but in the shape of a K.

Even better, they had a hard, chewy consistency (like the long-discontinued, sadly missed battleship lollies of my youth).

The flavour was intense.

The company was …

… it’s coming to me …

Kwik Kopy!

Yes! That’s right: that’s what the K was for!

A little bag of red jelly Ks came with each Kwik Kopy print order delivered.

It was a mere handful, but the effect was profound.

Enough, even, to make a man forget his aversion to phonetic spelling.

Whenever these arrived in the design studio, we fell upon them like orphan zombies.

After a few sugar hits, I started hassling the Production Manager to use Kwik Kopy

all

the

time.

Mea Culpa

And so I stand before you, a corrupt and broken citizen.

Will you flay my flesh or sympathise with my human failings?

Maybe you have even more shocking tales to tell.

Don’t be shy; there’s a lot of it about.

To get you thinking, I’ve provided some interrogation questions (sorted in decreasing likelihood of you ignoring them).

Confess!

Have you (or anyone in your business) ever:

• Taken a bribe?
• Offered one?
• Seen one change hands?
• Been beaten in a pitch because of one?
• Suspected as much?
• Been tempted to ‘grease the rails’ in your favour?

For the record, I once considered bribing my ‘builder’ to do what I’d paid him to.

But since he already had all our money (plus a lot more that didn’t belong to us) I realised the effect would be negligible.

It’s now down to you.

Think carefully.

And tell all!

Paul Hassing, Founder & Senior Writer, The Feisty Empire

To thrive in business, look beyond your game.

We can reasonably describe business as a game.
There are certainly winners and losers.
Gaming is an important analogy.
These days, it’s not enough to merely play the game.
Because chances are, your customers are playing the metagame.

What’s the Metagame?
The metagame comprises all out-of-game elements that affect in-game decisions.
You’re playing the metagame if:

• Having learnt from past poker nights that I’m a bluffer, you ‘see’ me more often.
• Having read that tanks are popular with wargamers, you proactively build anti-tank guns.

So what’s this got to do with business?

Creamed
I needed sour cream.
Out of sympathy, I went to the lady grocer being crushed by the new kid on our block.
She had cream, but it was a day past use-by.
I asked what became of post-use-by food.
She said she threw it away.
Given use-by dates’ error margin, I considered this a waste and a missed recycling opportunity.
So I asked if, since the cream had zero value to her, I could have it.
She said I could, if I paid for it.
Here the game ended, and the metagame began.

Game On
The grocer’s reply was understandable in the context of her business.
But not in the context of looming competitors and pedantic greenies (the metagame).
She alienated me by:

• Offering to sell a technically worthless item.
• Preferring to trash food rather than generate goodwill with a regular customer.

From wanting to support her, I couldn’t wait to cross the street to her rival.

Not Just Me
This thing scales.
When big retailers ran full-page ads demanding GST for online shopping, they ignored the metagame.
Instead of convincing government, they alienated their customers and drew even more attention to online shopping.
Tiny, seemingly insignificant decisions can lose you customers for life.
I grant that I’m a twitchy case. But in these tricky times, I don’t think any of us can relax in the comfort of our long-cherished (yet possibly quite perilous) perceptions.

The Tribe Speaks
What elements (if any) comprise your metagame?
Do your customers play it?
Do you?
Have you ever ditched a supplier (or lost a client) due to something way out of left field?
Tell us about it.
We love hearing your thoughts and stories.

Survivors ready!

…

GO!

Paul Hassing, Founder & Senior Writer, The Feisty Empire

Do you share dark days with clients?

Disease is visiting my family.

I’ll spare you the details; it’s life and we all must live it.

The question is, do our private lives concern our customers?

Family Feud

Fonnie and I differ on so little, it’s significant when we retain opposing views.

Hers is that family affairs have nothing to do with business.

Mine is that clients appreciate candour and humanity.

Fonnie is wise.

My business is successful.

So who’s right?

Our chronic debate has covered many scenarios. See what you think.

Gone to the Dogs?

If I missed a client phone call due to walking my dogs, I used to apologise and say as much.

Fonnie argued that my unsolicited admission would win few votes, especially from those toiling daily in windowless rooms.

I recognised the difference between truth and blurting and am now less forthcoming.

House Call

Last week I had to cancel a client meeting due to a pivotal family medical appointment.

Against Fonnie’s advice, I told two client representatives in broad terms what was going on.

One was sympathetic; the other annoyed.

A tie.

Truth or Dare

I’m fully booked for the next fortnight. Yet it’s highly likely my family will need me during this time.

If they do, I’ll put them first.

But what, if anything, should I tell clients whose deadlines I miss?

Have you ever phoned a supplier to be told, ‘He’s in a meeting’ and you know he isn’t?

I’ve even heard (disgruntled) secretaries say, ‘He’s gone to the pub’ or ‘He’s on the toilet’.

I see here that discretion is preferred.

But if someone I seek is tending a loved one, I’d much rather be told than deceived.

In my book, to understand is to forgive.

Body Blow

On the other hand, some people fling family matters in your face like a smoke screen.

When I advised our architect that her $3000 laundry plans (developed over weeks) made no provision for our washing machine, she promptly cited a miscarriage and stopped taking my calls.

Then there’s grey areas. For instance, does a snake bite wield less gravitas on a teen than a toddler if they’re both your kids?

Help!

I won’t lie to clients.

But I don’t wish to bore them with matters they consider irrelevant.

I feel my approach should be situational, but I’m crap at reading situations.

I therefore rely on your views to illuminate this picture.

What do you think of life, death, customers, family, the universe and all that?

Paul Hassing, Founder & Senior Writer, The Feisty Empire

                                                Have you been tempted?

These days, ‘conflict of interest’ seems to mean:

If it’s in my interest, there’s no conflict!

I don’t quite see it that way.

But I have.

Old School

When working for an ad agency, I was surprised to find myself writing for two BIG FIVE* clients in the same week.

I strive to do my best. So unless two clients have markedly different stories to tell, I feel conflicted that I can serve only one properly.

This means the second client gets a lesser deal, which upsets me.

As there was little light between these two clients, I asked the boss if we could cut one free and give the other our all.

I argued that in so doing so, we’d:

1. Capture the high moral ground (and thus sleep well at night).
2. Help our remaining client dominate their market (resulting in a growing spend).
3. Differentiate ourselves as a truly ethical supplier (and thus gain new, like-minded clients).

The boss regarded me as if I were insane, then explained that our foreign masters would be highly unamused if we sacked a million-dollar client for ethics.

The trouble was, we only had one studio.

As work for both clients grew, we told them we had separate creative facilities for each. Though technically true, the separation was a line of masking tape on the carpet and a direction not to look when the other side was printing.

One day, the bigger client sacked us, citing conflict of interest.

Not long after, the second client also left. As did many staff.

Conflict resolved.

New School

When I went freelance, I finally had the glorious chance to practise what I preached.

Instead, terrified of insolvency, I grabbed every client I could.

So much for ethics!

To my knowledge, no client was harmed in the conflict; but that’s splitting hairs.

It’s only now, years later, that I can ‘afford’ the luxury of focusing on one client in each sector.

But some things still sting.

Not Again!

Lately I’ve been doing a truckload of work for a BIG FOUR client.

Last week I was offered a job for this company’s arch rival.

The gig was perfect: fun, lucrative, interesting and right up my alley.

I could’ve done it without anyone knowing.

But that wouldn’t have been right.

So I knocked it back with gritted teeth.

My grateful client told me they were loyal and that I’d be rewarded.

There was talk of karma.

The Great Wheel

So, I’ve gone from angel to mercenary and back again.

I’ve learnt that conflicts of interest, while appearing external, really dwell within.

So how strong is your moral compass?

Have you foregone instant loot for chronic brownies?

Did you come back as a sea-eagle?

Do you think business and ethics can coexist?

Or, in today’s cut-throat world,

do good guys finish

last

?

* i.e. five fierce, roughly equal competitors dominated this sector.

Paul Hassing, Founder & Senior Writer, The Feisty Empire

                                         Do you sing your clients’ praises?

We know it’s vital to make customers feel good.

But how often do we make them feel fantastic – like life is beautiful and the world is a happy, marvellous place?

Too seldom, I’ll wager.

Dear God

I don’t pray often, but once a year I always do.

It’s when I’m stiff with fear on my dentist’s chair.

And it goes a little like this:

Hiya, God. I know I’m not too reliable at this praying caper, but I figure that frees you to concentrate on more pressing things. I do remain extremely grateful for everything you’ve given me. While I’ve got you, I was wondering if we could do the dentist deal again. It seems to be working pretty well for us. So if you’re still up for it, that’d be really ace. Love, Paul.

Here’s the deal:

If I escape the chair with nothing worse than a scale and clean, I donate $50 to the first charity I come across.

If I need a filling, or some other dreadful treatment, all bets are off.

So far, this deal has worked nine years in ten.

Magic Moment

There’s a particular moment I know God’s coming to the party.

It’s when my dentist, having zapped and prodded me to his satisfaction, utters one of the most beautiful sentences in the English language:

Good, Paul. You’ve got a lovely set of teeth.

At these words, my body relaxes and my soul soars. And I know that soon I’ll be back in the sunshine a free man.

Feeling Groovy

So powerful is this feeling, I recently tried to convey it to some of my clients.

First I wrote to Flip Shelton about her new cookbook:

Dear Flip,

Your book inspired Fonnie to make stir-fried tofu and veggies on the weekend. (Page 123.)

This was her first new recipe in quite a while.

I’ve always been frightened of tofu. Not any more!

The recipe rocked. And so did its maker.

Ergo, you also rock.

Onya!

P.

Flip instantly replied: 

That is so fabulous to hear! 

Can’t tell you what that does to my head and heart.

x

Next I wrote glowing, heartfelt testimonials for two other clients.

As LinkedIn is fast becoming very important to switched-on professionals, I posted my words there.

Within minutes, both clients returned the favour (not that it even was one).

My conclusion from these happy events is that people really, really like being told how good they are.

My plan is to tell them a lot more.

How about you?

What a Wonderful Audience!

Do you gladden client hearts?

If so, how?

If not, why?

And when?

You guys are SO ace.

Can you give us an A-men?

Paul Hassing, Founder & Senior Writer, The Feisty Empire

                                     Some eBayers are less equal than others.

I’m pretty miffed at eBay.

Yet again, a firm has punished my loyalty by excluding me from special deals offered to new customers.

We’ve seen this time and time again.

My latest experience teaches the value of:

1. Avoiding sudden moves.
2. Keeping customers informed.
3. Ensuring your definition of ‘good’ matches theirs.

We’ll also see how ‘online chat help’ stacks up.

Good News

It began so well …

After seven years of dedicated eBaying, I’d earned a 100% approval rating from 391 customer reviews. (And if you’ve endured the cretins who try to rort eBay, you’ll know this is quite a feat.)

So I was delighted when eBay unilaterally tacked a PowerSeller logo to my name. I clicked it to learn that:

PowerSellers are a community of sellers who are recognised and respected for their selling efforts on eBay.

As pillars of our community, PowerSellers are committed to upholding and embracing the core values that are the very foundation of eBay.

They are exemplary members who are held to the highest standards of professionalism, having achieved and maintained a 98% positive feedback rating and an excellent sales performance record.

Yep! I thought. That’s me alright! Nice one, eBay. So what do I get? What do I get?

Bad News

What I got was an email offering a weekend of FREE ads.

This didn’t look like a PowerSeller-specific offer, but I was still eager to take the win.

It was timely, as I had 22 unsold items ready to relist.

I started to do so, only to find my ads were not going up for free.

After some exploration, I found fine print which said the offer excluded PowerSellers!

I was literally being punished for being a good guy.

We were only talking a few bucks, so I was confident of negotiating a solution via eBay’s online help chat.

Petra Fried

Thank you for contacting eBay Australia Live Help! Please hold for the next available Live Help representative.

…

Petra*. has joined this session!

Connected with Petra.

…

Hi! Thank you for contacting eBay, Petra here. Can I grab your full name please?

Paul Hassing.

Thanks and how can I be of help Paul?

It seems the deal of free ads over this weekend doesn’t apply to PowerSellers. Is this true, Petra?

…

Are you still there?

Yes I am here.

What free ads are you referring to?

I got an email on Friday offering no insert fees for all ads starting at $0.99. When I read the fine print, however, it said it didn’t apply to PowerSellers. This upset me, as I’ve just become a PowerSeller and I feel I’m being punished for my loyalty, while lesser eBayers are getting a better deal. Is this the case, or do I have my wires crossed?

Are you referring to this List your 99c Auctions for free?

Yes. The fine print says: *Not available to Store subscribers, accounts registered outside Australia, PowerSellers and business registered sellers.

I understand you would want to avail of the offer.

Let e explain this to you.

Yes for any offers there are terms and conditions also qualification just like of becoming a power seller.

Why you are not qualify for the reduced pricing? Because your fees are reduced already.

Much reduced than regular sellers.

How much?

It depends on your Powerseller Status as you were given discounts.

Also if you have a store insertion fees and final value fees are lesser too./

Right. Would you concede that, whatever discounts I now receive as a PowerSeller, they’re not quite as attractive as FREE?

Then it’s your option now.

Youc an opt out as a power seller.

Right. Would you also agree it’s a bit ordinary that, after 7 years, 391 positive comments and a 100% positive approval rating, it’s not unreasonable for me to wish I could enjoy the weekend benefit lesser eBayers are receiving as we speak?

It is your opinion and that is respected. Everyone fines something that suits for them depending on how they benefit from things being offered.

If you think that you can benefit more on not being a powerseller then it’s your point of view.

OK, Petra. Thank you for your time.

Welcome. It’s my pleasure chatting with you. Thanks for using eBay Australia Live Help. Whenever you’re ready please close the window.

Thank you, Petra. The pleasure has been all yours. Please note that this conversation may be recorded for training and blogging purposes.

No worries. If that suits you.

Bye.

…

Petra has left this session!

The session has ended!

Not Happy Jan

When eBay made me a PowerSeller, they didn’t consult me or explain the terms.

They assumed the new ‘benefits’ (of which I’m still unaware) transcended those I’d enjoyed as a lesser mortal.

Obviously they were wrong, and I feel decidedly unspecial about my treatment.

A celebration of steadfast loyalty has been botched for the sake of policy, procedure and a few bucks.

Nor do I feel keen to press on with further sales.

Maybe it’s time for a change.

What do you think of it all?

Has eBay sold out?

I bid you speak.

* Not her real name.

Paul Hassing, Founder & Senior Writer, The Feisty Empire

Remember our voucher discussion?

There’s been a development.

Booked

Last month this book hit my letterbox. The accompanying letter said:

Hey Paul, ever wished you had all the answers?

I wish this all the time, so I scanned the book. The production quality was high and the writing rather good. Ninety shiny pages addressed 105 questions, including:

Q13     What does an ‘Engaged Employee’ look like?

Q50     Why do we enjoy laughter?

Q67     How quickly will we lose the Boomers from the workforce?

I was impressed, but still disappointed. So I wrote back to Matt Geraghty, Head of Corporate.

Hi, Matt.

Thank you for your little red book of answers.

I have the following unanswered questions:

Q106  Why did the voucher I was given have to expire?

Q107  Why did it have to expire in six months, rather than a year?

Q108  Why did Red Balloon charge me money to try to keep it alive for a few more months?

Background reading: http://mybrc.myobnet.com/2009/10/20/putting-the-ouch-into-vouchers/

I plan to do a follow-up post on this at some stage, so I’ll need your answers in writing.

Best regards, P.

Matt replied:

G’day Paul,

Thanks for your feedback and also for having a look through our Little Red Book of Answers. I hope you found it useful.

Here’s our response to the additional questions you’ve got around expiration of vouchers….

For RedBalloon it is driven by two things; our customers and our experience providers. Getting expiry right means striking a balance to accommodate the needs of both.

Our experience vouchers did previously have 6 month’s validity, but from the 1st December 2010 any new vouchers purchased have 12 month’s validity. I’ll explain why a little later.

We act as an agent for over 900 experience providers across Aust & NZ. Our expiry date ensures that our experience providers offer their service as purchased, without altering the inclusions or increasing the cost during that time. But, like any business, they do regularly review their costs and may increase prices (particularly those who rely on fuel) and having to honour expired vouchers may mean that they are running below cost. As most are small or family run businesses this puts adverse pressure on them from a cash flow perspective. We’re all about giving great experiences and the last thing that we want is for these great experiences not to be available because our experience providers can’t afford to offer them.

Increasing Experience Vouchers to a 12 month expiry was completely customer driven. We actively seek out feedback (after either a purchase or taking an experience) and take this very seriously. All comments are reviewed and considered for improvements in our business. It became very clear from this that, with the hectic lives that everyone leads nowadays, 6 months was a tight squeeze for them to do this in. So we updated all of our contracts with our experience providers and increased the expiry date for new vouchers to 12 months, even though we did receive some resistance from experience providers concerned about the impact.

We charged extension fees because our contracts with our experience providers stated they must provide and honour the pricing for 6 months. All of our experience providers raise their prices at different times and for different amounts, so to try and keep this simple and consistent for all our customers and to make it easy for to extend simply online, we charged a flat fee in order to extend it up to three months.

Now we have changed to a 12 month expiry we also allow an additional 30 day grace period. If the voucher is used in the grace period the customers pays the difference in cost to the experience provider only if the price has gone up. Otherwise there is no cost involved.

I trust this answers your questions. Looks like you have a great blog. Congrats on the Seth Godin mention, we are big fans of his at RedBalloon.

Kind regards, Matt.

Again I was impressed. Matt had responded in depth and Red Balloon had reacted to its customers.

For the first time I thought about the small businesses behind the vouchers.

My voucher was still dead (sorry, Adam; it was such a lovely thought) but I did see a blog post.

I asked Matt, and he agreed.

Your Story

So, what do you think of Red Balloon’s call and response?

What changes (if any) have you made to products or services based on customer feedback?

Join us and we’ll

vouch for you.

Paul Hassing, Founder & Senior Writer, The Feisty Empire

                                             How should we say sorry? 

There was trouble with Skype the other week.

So much that they sent a sorry email.

I was impressed to see it included a voucher for free talk time.

Until I redeemed it and saw how much.

My excitement turned to dismay and my positive view of Skype took a hit.

So, how should we make amends when we err?

Skype’s Email

To our valued customers:

As 2010 draws to a close, I would like to take a moment to thank each of you for your patience, understanding, and support during Skype’s recent outage.

We know how important your Skype conversations are to you and we take any disruption to our service very seriously. We are pleased to confirm that Skype is back to normal allowing you to connect with friends, co-workers, family and loved ones.

As a valued customer of Skype, we would like to offer you a sincere apology and offer you our gratitude with a credit voucher worth a call of more than 30 minutes to a landline in some of our most popular countries, such as USA, UK, Germany, China, Japan. Or spend it however you like on Skype.

To redeem your voucher: [INSTRUCTIONS DELETED.]

Thank you for allowing us at Skype to be a part of your life. May your holidays and the New Year be a time of joy, peace, and health for you and your family.

If you require any additional information please visit http://blogs.skype.com/en/2010/12/.

Kind regards, Tony Bates CEO

What They Did Right

• It was nice that Skype sent a sorry email at all. These are so rare. Especially in IT services.
• I was impressed that it came from the CEO.
• The email was polite.
• At least the gave me SOMEthing.

What They Did Wrong

• Tony didn’t use my name. To our valued customers doesn’t have the same ring. Skype has my account details. Given their business, could they not have managed a merge print?
• The voucher for more than 30 minutes sounded good. It was only when I redeemed it that I realised it was a measly buck. Having recently learned about soft dollars I was even more miffed when I estimated this dollar probably cost Skype a few cents of processing time.

How I Make Amends

Since 1999, I’ve had to make amends twice:

1. When unable to continue a major project for personal reasons, I refused to bill the 12 hours I’d already worked before handing it to an associate. Revenue foregone: $1,056.
2. I (foolishly) wrote a website to an underdone brief. The client demanded a rewrite. After getting the client’s boss to admit the brief was poor, I spent 20 hours rewriting the site at half my normal rate. Revenue foregone: $1,760. Plus 20 hours of my life.

Both times, I admitted my error and made amends immediately.

I lost the first client, but kept the second.

How Do YOU Make Amends?

Have you ever made a mistake that caused a client inconvenience or loss?

If so, did you:

• Admit the error?
• Correct it?
• Offer compensation?
• Retain the client?

I’m sorry to ask, but I’d really like to know how you apologise.

Mea culpa.

Appendix

Here’s what I wrote back to Skype:

Dear Tony,

Many thanks for your email.

I appreciate it; saying sorry is very rare these days.

I’m a fan of Skype, as this blog post shows:

http://mybrc.myobnet.com/2009/11/10/four-good-reasons-to-use-skype/

I was surprised and disappointed, however, at the tiny value of your voucher.

$1 seems a bit thin to me.

$10 would have cut a lot more ice.

Especially as it wouldn’t have actually cost you $10 to give it to me.

I was wondering if you’d like to comment on how you chose the amount, and whether you’d consider upping the ante to $10.

I’m writing another blog post called Making Amends and I’d dearly like to include your perspective to ensure fairness and balance.

With best regards and many thanks to your time.

P.

I’m yet to hear back.

Paul Hassing, Founder & Senior Writer, The Feisty Empire