Ever had a Nightmare-like Discussion with a Wholesale Business Rep?
If you've used a wholesale distributor for any length of time at all, or ever called a company's customer service department to report a problem, you've probably had a discussion similar to the one I recently had with a Customer Service Rep who left me wondering why I called and trying to decipher the solutions that were offered. If so, you probably responded to the situation in a similar fashion. My conversation went something like this:
"I understand that you speak, French and Spanish, but I don't. Is there someone available who speaks English?" That's usually the response I get when I don't understand one of my preferred languages. They then usually ask if they can call you back with an appropriate representative. This action allows the rep to calmly call back and turn the conversation back to their favor. Just like in productivity peaks, they must resolve the issue as quickly as possible. When you call a customer service line, there are two things that should never surprise you. They will generally not be able to effectively interact with you and will offer you two solutions to your problem. Based on my experience, especially with large hosting companies, they usually say something to the effect of: may we offer you two solutions for getting this resolved sir?
Common sense says that you want the solution to move forward. In the past, the solutions have been "upgrade to a re-sellers account and we will gladly help you set everything up" unfortunately for me, this includes, the duplication of back-up systems for automatic returns at the "today's special 20% discount price of $22.95." Customer service agents works with a clock and tight deadlines, so she or he has to get you off the phone as quickly as possible. They will do what they can to make sure you take the quickest and most profitable option before you even realize what's happening - it is business and you are stuck in it. Hold on to the phone and don't answer right away; when the Customer Service Agent doesn't hear an answer, they start slowly with the second option.
"Si, I am also happy to tell you (I know she is) that you can delete 1,000's of files by going to your FTP and Fantastico panel to immediately create a new blog and eliminate the over-the limit "anodes", therefore, allowing our system to free itself from server limitations and as humorous as the situation may be, you can have a better pre-social Thursday by starting a new blog from scratch. I mean, it's an option sir - I would love to help you more but, these are the options".
Now, here is the lesson in all of this, you can hang up and think about your business relationship with them for a few hours, but the realistic part of this is that everyone makes mistakes - especially in business. You just have to make your mistakes as early in your business relationship as possible, identify those mistakes and overcome them quickly or risk failure of your business. I thought this would never happen to me, but trust me, it does.
Now imagine if this were your blog in support of wholesale distributors, your reseller store or even a consulting company you own? Business isn't for everyone; the quest for profits may be like searching for the proverbial needle in the haystack. The entrepreneurs moving from employee to self-employed and later to the real business lifestyle, may not be suited for the career path they have chosen. Being a business owner is difficult, but then again you might be an Alien like me. Being a business owner means employees throw more challenges your way and even more deadlines exist. Truth be told, running a business will teach you more than you ever imagined.
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