How to foil Google's attempt to anger your customers
Published: Sun, 08/02/15
Specifically, people’s emails not making it to inboxes from Google
shuffling it to the promotions folder. I wrote last month about why
I don’t worry about it.
But, I got a good question about the customer service side.
Here it is, with my reply:
===
I really appreciate you addressing this and I certainly "get" your
perspective on it, HOWEVER, What about when those tabs cause issues
with people not seeing (at least in a timely manner) replies to
support tickets they've sent in??
They end up all kinds of pissed off when they think they're being
ignored, even to the point of refunding on lifetime memberships and
canceling monthly members.
I run the support desk and I often have issues with my replies
ending up in the "Social" tab if I'm resending them the link to
join our private Fb group, or maybe the promotions tab depending on
what other links I may need to send, or even their spam folder.
Do you ever have this issue or heard of others who do? Any
thoughts??
===
My advice:
Send them a real live piece of mail (with a stamp and
everything) right when they buy, telling them how to contact you
via phone and how to change their gmail preferences about the
promotions folder, etc.
If they drama queen after that?
Tell 'em they're dismissed, and find a better customer.
I've had to do that a few times.
And, believe you me, you'll be doing yourself a favor.
“Email Players” info here:
http://www.EmailPlayers.com
Ben Settle