WTF is it with service providers? -- RANT

Disclaimer: this post is in no way or format trying to undermine or slam one-and-all. it is just a --- RANT --- and what i feel.

I dont know if it just me or other have experienced it too... but lately i have noticed more and more service providers providing poorer sales and after sales support.

i have specially noticed that once you give a good review for a service by the time you want to order again the service provide just does'nt have the time of day or night and his/her service is just not as good as it was when it started.

and worse they dont care for old clients - instead they want new.

WHY CAN'T these stupid service provider understand that more steady work and repeat business with ZERO effort can be had by maintaining good relationship.

RANT RANT RANT... i am not done with my rant but just dont feel like writing the whole book on it as well. and maybe it just me.

It's not just you. Service dramatically falls on second order, not just here only, everywhere. More clients doesn't reflect more business all the time. It's the old clients that leave you golden eggs, the review, in your basket. But many service providers doesn't even understand that as well. I am not blaming all the service providers, some just have really great services out there but some doesn't even have business sense. [Sorry, if my word offends someone. I am not indicating anyone]

No mohsin you service has been good and continues to be that good. that is why i put up a disclaimer

I'm a service provider although not currently on BHW.

I can't understand why any provider wouldn't look after repeat customers? What would the rational for that be? I have an over 85% repeat order rate and a number of customers spend over $500 every single month.

If what you're saying is true I better get on BHW soon, I'd clear up

PauloPaul said:

I'm a service provider although not currently on BHW.

I can't understand why any provider wouldn't look after repeat customers? What would the rational for that be? I have an over 85% repeat order rate and a number of customers spend over $500 every single month.

If what you're saying is true I better get on BHW soon, I'd clear up

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I only *wish* i understood the rational but i simply cant but in the last one month i have ordered over $1500 worth of services here from different service providers ... often 2 orders at the same time but by the time i was ready to go back for more or right after i posted the review the service provider(s) didnt have the time any more... and where emails were answered in minutes often then takes 2 or 3 follow ups just for irritated sounding one liner reply.

just my experience. again i am not putting "ALL" into this one category but the trend seems to be going up.

PauloPaul said:

I'm a service provider although not currently on BHW.

I can't understand why any provider wouldn't look after repeat customers? What would the rational for that be? I have an over 85% repeat order rate and a number of customers spend over $500 every single month.

If what you're saying is true I better get on BHW soon, I'd clear up

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That's because you know your way. But not everyone. I'm talking about *Some* , not for all. Had some bad experience, that's why I am telling. But I got some good experience as well. Some are real good & know their stuff.

+1 for rant.

I will take on board what you said here and keep it in mind next time I am providing a service.

/GoodDay!

I cant agree more, I don't even apply as being part of the old, but I've already paid for 2 different services here on BHW and both ended up giving refunds back. Total lack of communication. No clue why they are still offering service when they don't perform the service. I just hate that those 2 sellers have lead to me wasting a month of waiting, just so I could get my refunds back. Thats my rant. lol

i must stress that i am not painting everyone with the same brush... but the trend seems to be going up and UP

Actually (no excuse) i think its just that they can't handle the amount of people interested in their service

Good point....I aim to provide the best CS out there....though I could see where somebody gets soo focused on the first sale that the ignore the repeat sales and treating their customers well and giving them value....

I seriously believe in the 80/20 principle.. 80% of your business would come out of just 20% valuable customers or even lesser. In fact, several guys who start off as good service providers, entrepreneurs, fail because of missing this simple point.

A business is built on a foundation of people.. ur partners, employees, clients and competitors... If you try to build them with you, you grow; else you fail. Simple truth of any business!!

my number one hate is when i buy and hear nothing....not a confirtmation, not a time line...nothing. Then you get pissed at me if I ask for an "update" LOL Come on guys basic biz 101. At least confirm my order so I can stop wasting my time.

Strange. I thought everyone would love repeating customers. I definitely do. It's always harder to get new customers than to reactive existing customers.
Yesterday a customer asked me if I could add an url to a gig he bought from me. But the mail came a little too late, I was already done with his gig. So I gave him 10k links for free. Hopefully this makes him happy and he will be back again with an order soon. Just common sense to do something like that, isn't it?

I find that lack of support that my competitors offer give me an easy advantage over them as I go out of my way to resolve any issues that arise and always reply to emails PMs etc in no more than 12 hours. There are a few good providers, and certainly many that don't understand the concept of customer service.

IKbentim said:

Actually (no excuse) i think its just that they can't handle the amount of people interested in their service

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Which only goes on to show that the service is good. and of which they should be proud.

the problem arises when people forget basic business ethics and customer support.

and these very same people have the nerve to go from forum to forum looking for new clients while not bothering and blatantly ignoring old ones.

seoguru13 said:

I seriously believe in the 80/20 principle.. 80% of your business would come out of just 20% valuable customers or even lesser. In fact, several guys who start off as good service providers, entrepreneurs, fail because of missing this simple point.

A business is built on a foundation of people.. ur partners, employees, clients and competitors... If you try to build them with you, you grow; else you fail. Simple truth of any business!!

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well said...

without taking names... i must say that of late i have had to repeatedly "chase" and followup multiple times for 4 out of 7 services i bought here.

it usually goes this way :

brand new service == prompt reply to email / pm / chat
once review / rating given and ready to place more order == thank you for your repeat order. blah blah blah...

and then you go on the back burner and while hunt for new clients (at discounted prices continue)....

reminder mail = no reply
another mail a couple of days later = no reply
catch the guy on chat == big talk.
then another follow up email + pm = prompt reply (else may post something negative on the forum)
another follow up = work done (in most cases)


i started this thread becuase one such guy who went one step forward and even ignored the PM / email / phone / chat -- but foolishly posted in his service thread looking for new clients (and was even offering discount) and i finally decided to put him in the shit list when he called and said i can do what i want and he will handle the BHW moderators et al.

http://www.blackhatworld.com/blackh...ts-phone-calls-but-has-time-new-ones-loo.html


and what amazes me more and more ... is that these people offering discount to new customers while ignoring old ones can easily ask the old customers to pay more becuase of proven track record of good service they have been able to offer which means more profits.

stressfree said:

my number one hate is when i buy and hear nothing....not a confirtmation, not a time line...nothing. Then you get pissed at me if I ask for an "update" LOL Come on guys basic biz 101. At least confirm my order so I can stop wasting my time.

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+1 for that. i have felt that it is almost as if they are doing you a favor by oferring you their service.

blackfairy said:

Strange. I thought everyone would love repeating customers. I definitely do. It's always harder to get new customers than to reactive existing customers.
Yesterday a customer asked me if I could add an url to a gig he bought from me. But the mail came a little too late, I was already done with his gig. So I gave him 10k links for free. Hopefully this makes him happy and he will be back again with an order soon. Just common sense to do something like that, isn't it?

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I wish is was that simple. the world would have been simpler if

Sometimes there is a lack of communication in understanding due to a variety of reasons; different languages so translations are not always clear to both parties; different response times based on geography/holidays/traveling; third party issues that the provider may not have 100% control over and such.

Sometimes the provider just drops the ball on a project as well.

What I have found as a provider is to make sure that all orders are handled in a specific way so that they can be tracked in a specific way.

I once took an order via skype when that was not how the ordering process went.

I screwed the pooch on the order, hosed my client who was reselling the service and made him look bad as well. If I said to the client, "Mr. Client, would you do me a favor and order using XYZ process so we can track your order properly and give you the kind of service you need please?", there would have been no issue.

Sellers as well as buyers are human and sometimes we are exposed as being imperfect.

Just some minor perspective on the thoughts offered and perhaps we all, as both buyers and sellers, can learn a thing or two from a thread like this one.

I started a thread a little while that was something like this one, I hate the new trend of sellers stating a price until you buy it, only to find out they want you to pay the Paypal/Fees!!

That really grinds my gears!

But there is also a trend of new skool buyers who think its fine to be rude, offensive just because its 'on the internet'

If we all treat people with manners then the world would be a much better place, its cost nothing to be polite as a seller or buyer or even as a human

wannabie said:

I started a thread a little while that was something like this one, I hate the new trend of sellers stating a price until you buy it, only to find out they want you to pay the Paypal/Fees!!

That really grinds my gears!

But there is also a trend of new skool buyers who think its fine to be rude, offensive just because its 'on the internet'

If we all treat people with manners then the world would be a much better place, its cost nothing to be polite as a seller or buyer or even as a human

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We're all students of the old school of business management mate.. And I guess, with time, everyone would agree that when it comes to doing business, there's just one way.. Treat your customers the way you would want to be treated as a customer.

Thanks for the inputs on this thread.. I wish some noobs read this and learnt some basic ways to build their business, before going out to sell services/products.

basically... let's put it this way there are just many ROTTEN buyers as there are sellers. and like they say your cant clap with one hand.

let's take for example wannabie sent me wrong report and it was then compounded by another mistake... both of which was promptly dealt with and as compensation he even offered me one free blast. thats what a stand up guys does. and for that wannabie has won my respect and long term business.

mistakes happen... and there really isnt anything anyone can do about it. and if both work towards solving it... life goes on... business blooms... and relationship grows stronger and better.


but my basic point in starting this thread was that sellers like these new breed of sellers... lie and lie and until they get caught with their hands in the jar.

http://www.blackhatworld.com/blackh...ts-phone-calls-but-has-time-new-ones-loo.html

if you read the above thread carefully you'll see how many different excuses he made and lies he told over almost 2 months period. but yet he had the time to come here looking for buyers. and even offering them discounts.

barring this guy above... what i dont like as buyer is ZERO COMMUNICATION or having to PUSH the seller for a response... while he/she has the time in the world to everything else. I wont name people here. becuase they ultimately got the work done. and it had a happy ending. but a good seller doesnt need to pushed or at least communicates openly and frankly.