Comments on: Good Customer Service … Where did it go? http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/ Fri, 09 Oct 2009 13:54:20 -0400 hourly 1 By: Michael http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-33 Michael Thu, 26 Mar 2009 18:32:38 +0000 http://blog.mattwalters.net/permalink/14/#comment-33 Wow - from the few blog posts I've looked at from 37 Signals (not a fan nor do I follow their projects.. I don't hate them, I just don't care), they seem like the most arrogant narcissists.. who is writing these posts, the bitter mailroom guy? Wow – from the few blog posts I've looked at from 37 Signals (not a fan nor do I follow their projects.. I don't hate them, I just don't care), they seem like the most arrogant narcissists.. who is writing these posts, the bitter mailroom guy?

]]> By: mattwalters.net / Noise http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-25 mattwalters.net / Noise Tue, 26 Jun 2007 16:25:45 +0000 http://blog.mattwalters.net/permalink/14/#comment-25 [...] say Evan isn’t missing much.  But then again, I make no secret of the fact that I am not a fan of 37Signals either. Post a comment — Trackback URI RSS 2.0 feed for these comments This entry [...] [...] say Evan isn’t missing much.  But then again, I make no secret of the fact that I am not a fan of 37Signals either. Post a comment — Trackback URI RSS 2.0 feed for these comments This entry [...]

]]> By: matt http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-32 matt Thu, 31 May 2007 23:22:09 +0000 http://blog.mattwalters.net/permalink/14/#comment-32 Paul, sorry that you, too, had a poor experience with 37Signals. I'm not really sure where they get the attitude from. I am not familiar with OnStage, but wish you the best of luck with it. Paul, sorry that you, too, had a poor experience with 37Signals. I’m not really sure where they get the attitude from. I am not familiar with OnStage, but wish you the best of luck with it.

]]> By: Paul http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-31 Paul Thu, 31 May 2007 22:42:48 +0000 http://blog.mattwalters.net/permalink/14/#comment-31 I know this is an old post, but I just have to chime in since we recently left basecamp due to their poor customer service. Thinking back, it is amazing we made it as long as we did!! My company recently starting evaluation an <a href="http://www.chmuraecon.com/OnStage" rel="nofollow">alternative to basecamp</a> called OnStage. The application seems nice so far, but does anyone have experience with this company in terms of customer service? I know this is an old post, but I just have to chime in since we recently left basecamp due to their poor customer service. Thinking back, it is amazing we made it as long as we did!! My company recently starting evaluation an alternative to basecamp called OnStage. The application seems nice so far, but does anyone have experience with this company in terms of customer service?

]]> By: WhyBaseCampSux http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-30 WhyBaseCampSux Thu, 14 Dec 2006 07:52:17 +0000 http://blog.mattwalters.net/permalink/14/#comment-30 Typical 37 Signals. Have you ever seen them actually admit to being in the wrong, and then change their behavior because of it? Nah, they just attack you for pointing out the truth and play word games instead of realizing what a nssty attitude they have and that the person they are ridiculing might actually have a point.<br><br>Above Jeremy said "It?Äôs amazing that these supposed ?Äúnew breeds?Äù of companies can be so derisive towards their customers." Sounds a bit like how that prior new breed (the "dotcom") didn't follow the rules of business. And we all know what happened to all but the best of them.<br><br>The founders of 37 Signals have had early success as a cult of personality but because of their intense lack of maturity, they are headed for a fall once their "newness" wears off, people get tired of being treated like shit, and they start to see some real competition. Typical 37 Signals. Have you ever seen them actually admit to being in the wrong, and then change their behavior because of it? Nah, they just attack you for pointing out the truth and play word games instead of realizing what a nssty attitude they have and that the person they are ridiculing might actually have a point.

Above Jeremy said “It?Äôs amazing that these supposed ?Äúnew breeds?Äù of companies can be so derisive towards their customers.” Sounds a bit like how that prior new breed (the “dotcom”) didn’t follow the rules of business. And we all know what happened to all but the best of them.

The founders of 37 Signals have had early success as a cult of personality but because of their intense lack of maturity, they are headed for a fall once their “newness” wears off, people get tired of being treated like shit, and they start to see some real competition.

]]> By: Isaac Garcia http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-24 Isaac Garcia Sat, 29 Apr 2006 00:29:01 +0000 http://blog.mattwalters.net/permalink/14/#comment-24 Good investigative post Matt. Good investigative post Matt.

]]> By: matt http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-29 matt Tue, 18 Apr 2006 17:28:01 +0000 http://blog.mattwalters.net/permalink/14/#comment-29 Matt, since I see you're basically copying and pasting your comments ... I'll do the same, below is my response to your nearly verbatim comment over on <a href="http://blog.6thdensity.net/?p=432" rel="nofollow">Jeremy's blog</a>:<blockquote>I think itÇ?Ùs fairly obvious, Matt, that many visitors of your website and folks across the internet saw your post as mocking your users. ItÇ?Ùs a matter of perception vs. reality and you all are trying to ignore the perception which isnÇ?Ùt wise.<br><br>When dealing with customer service we all have times where we think bad things regarding the customers we are assisting. What good customer service teaches you however is that you need to keep those thoughts to yourself or vent them privately. Venting them in the public, as you did, is only going to land you exactly where you find yourself now Ç?? trying to defend the indefensible because what you did was Ç?? well, wrong. </blockquote>As for "raising an eyebrow" being dergatory or not, I guess we'll just have to agree to disagree. However, I think more people would side with my opinion then yours on that matter ... Matt, since I see you’re basically copying and pasting your comments … I’ll do the same, below is my response to your nearly verbatim comment over on Jeremy’s blog:
I think itÇ?Ùs fairly obvious, Matt, that many visitors of your website and folks across the internet saw your post as mocking your users. ItÇ?Ùs a matter of perception vs. reality and you all are trying to ignore the perception which isnÇ?Ùt wise.

When dealing with customer service we all have times where we think bad things regarding the customers we are assisting. What good customer service teaches you however is that you need to keep those thoughts to yourself or vent them privately. Venting them in the public, as you did, is only going to land you exactly where you find yourself now Ç?? trying to defend the indefensible because what you did was Ç?? well, wrong.

As for “raising an eyebrow” being dergatory or not, I guess we’ll just have to agree to disagree. However, I think more people would side with my opinion then yours on that matter …

]]> By: Matt @ 37Signals http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-28 Matt @ 37Signals Tue, 18 Apr 2006 13:40:46 +0000 http://blog.mattwalters.net/permalink/14/#comment-28 I'm the author of the post at Signal vs. Noise. <br><br>I disagree that ??raising an eyebrow?? is derogatory. We didn't ridicule/mock our customers nor did we intend to. We quoted our customers directly.<br><br>Fwiw, we don't think the requests were stupid and we do value customer feedback. We showed theses comments so people can see the different realities that exist for individual customers vs. companies vs. the customer base as a whole. <br><br>Why share this info at all? The truth is these sorts of conversations are happening all the time in companies all over. Is it better that they be hidden from the public or is it better to have an open, honest dialogue about them? I’m the author of the post at Signal vs. Noise.

I disagree that ??raising an eyebrow?? is derogatory. We didn’t ridicule/mock our customers nor did we intend to. We quoted our customers directly.

Fwiw, we don’t think the requests were stupid and we do value customer feedback. We showed theses comments so people can see the different realities that exist for individual customers vs. companies vs. the customer base as a whole.

Why share this info at all? The truth is these sorts of conversations are happening all the time in companies all over. Is it better that they be hidden from the public or is it better to have an open, honest dialogue about them?

]]> By: Social Memory Complex » Web Dev Taboos, Part 1 of 1: Don’t Insult Your Users http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-23 Social Memory Complex » Web Dev Taboos, Part 1 of 1: Don’t Insult Your Users Fri, 14 Apr 2006 21:16:46 +0000 http://blog.mattwalters.net/permalink/14/#comment-23 [...] My friend Matt has a warning for trend setting, popular web application developers who forget the people that got them there: the users. …youÇ?Ùre playing in a land of developers, get used to it. Many of us could create the exact same products youÇ?Ùre making, and do it just as well. What is currently setting you ahead of the pack is your ability to come up with the idea to begin with NOT your ability to build the product or even the decisions to include or exclude particular features. [...] [...] My friend Matt has a warning for trend setting, popular web application developers who forget the people that got them there: the users. …youÇ?Ùre playing in a land of developers, get used to it. Many of us could create the exact same products youÇ?Ùre making, and do it just as well. What is currently setting you ahead of the pack is your ability to come up with the idea to begin with NOT your ability to build the product or even the decisions to include or exclude particular features. [...]

]]> By: matt http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-22 matt Thu, 13 Apr 2006 16:47:33 +0000 http://blog.mattwalters.net/permalink/14/#comment-22 Sorry Jason, but I have to say that I think you're trying to play word games with <blockquote>all we said was that these emails raised eyebrows</blockquote>And even if we take your point at face value, it doesn't really make it any better. "Raising an eyebrow" is still derogatory. The manner and tone of the original post clearly conveyed to many people that you all are becoming arrogant and probably could use a little head deflation. Sorry Jason, but I have to say that I think you’re trying to play word games with
all we said was that these emails raised eyebrows

And even if we take your point at face value, it doesn’t really make it any better. “Raising an eyebrow” is still derogatory.

The manner and tone of the original post clearly conveyed to many people that you all are becoming arrogant and probably could use a little head deflation.

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