Logo: Glance

The Upside: Killer Sales Tips

15 posts categorized "Supporting Customers"

February 11, 2009

We Always Knew Good Service Helps ROI. A New Study Reveals Just How Much.

Outstanding service has always been a labor of love for us. We don't do it because of ROI, but because after years of running Glance we still get a wonderful feeling when somebodPicture 7y uses our desktop sharing product. Good service flows naturally from genuine gratitude.

All the same, we're glad to see a recent Harris Interactive / Right Now study on Customer Service Impact revealing an upward trend in the importance of customer service. In 2008, 87% of all consumers stopped dealing with a company based on a bad service experience. 84% will spread the news of the bad experience via word of mouth.

Ouch. Glad we don't have to worry about that.

On the sunny side, over half of consumers are willing to pay more for better service – even in a down economy. Most respondents said that good customer treatment is the easiest way to get them to spend more on additional products and services.

It's nice to have our bases covered going into this trend. If our service helped our bottom line over the years, we're glad. But either way, we answer live, and on the first ring when you call. Always have, always will.

Not because of ROI, but because we're eager to hear what you have to say.

Of course, we'll take the ROI, too. :)

-Carla Gates

January 22, 2009

Hitting the Customer Feedback Jackpot

 Recently we hit the jackpot with J., a random customer of ours who uses Glance for web demos. We sent a standard note inquiring about his satisfaction...and, surprisingly, he came back with a deluge of professional-grade suggestions – the kind of high-level stuff you'd expect from a senior marketing manager of a multi-national tech vendor...or something like that.

Turns out the guy was a Senior Global Marketing Manager of a huge, legendary tech giant, but that's besides the point – we're used to getting great advice from all kinds of people.

The point is that user feedback is as good as gold. And with thousands of users an email away, we like our odds. That's why everyone at Glance, including our CEO (who had the pleasure of initiating the email thread with J.) invests uncommon amounts of time and energy into listening. As far as we're concerned, anything less would be the real gamble. Thanks, J.!

-Carla Gates

November 17, 2008

No Jo

Jo is out of the office this week at a trade show.  For most of you,  Jo needs no introduction - if you've ever phoned us you have most likely spoken to her.  For anyone who has not had the privilege, she's our resident expert on all sales and support issues - from figuring out what subscription package best meets your needs, to fixing your network connection.  When Jo is out or on a call, there is a small cadre of other extremely  capable people who will help you, but (no offense anyone) none of us quite have Jo's panache.

Occasionally I'm fortunate enough to get to take a call myself.  I say "fortunate" because in many companies engineers are not allowed to talk to customers unless they are specially trained in support.   (After all, who knows what they might say.)  When I answer the phone sometimes people assume I'm Jo.  I've even had people just launch right in assuming I recognize their voice and know their story, as Jo does.  I try not to be disheartened by the telltale note of disappointment when I have to correct them and identify myself as not Jo.

The truth is, it's great talking to customers.  There's nothing like hearing first hand what people are looking for.  Many of you run small business and probably talk to your customers all the time.  As your business grows, or if it already has, try giving your 'back room' employees a chance to grab the phone every so often.  With or without panache, it's a great way to keep everyone customer focused.

Debby Mendez

February 15, 2008

Mothers-in-law.. a Glance success story..

At MacWorld last month, quite a few people immediately latched onto the idea of using Glance (and our recently introduced remote control feature) to support their relatives with technical problems.   This comes up suprisingly often, even recently in an article Keith Shaw wrote for Network World. 

 It seems to have become a real hazard of having any technical expertise these days.  Everybody needs and uses their computer, but the things are still so complicated with so many little things to go wrong.  Suddenly all your relatives want to talk to you...

It reminded me of an amusing story from an inimitable former colleague at Glance:

From: "Xxxx Xxxx" <____@gmail.com>
Date: September 23, 2007 12:10:49 PM EDT
To: glance@glance.net
Subject: Mothers-in-law.. a Glance success story..

So, it is Sunday morning, and I awoke to a bruised cranium (I'm afraid
last night involved Grey Geese instead of the traditional Grey Goose)
and a call from my mother-in-law. She was in a panicked state that
her email was no longer working, then demanding that I immediately
drive the hour to her house to resolve this issue. I believe you all
remember my monster-in-law stories, so there is no need to elaborate..

After delivering this call to me, my lovely bride grabbed my Mac, a
cup of coffee and the Excedrin. While booting my Mac I had the
"customer" quickly download 2.3. She got a session running, at which
point I asked for the key. Once in, I had her click on that new
fangled remote control button. I then promptly asked her to end the
phone call and leave her office.

The email problem was simple to fix.. she had her smtp and pop3
settings at pop.smtp.com.. I have no clue how she did that, I am just
so pleased that my entire Sunday was not ruined to resolve the issue.

I called the "customer" back to explain the issue was resolved. She
was amazed that I did so in a few minutes while working remotely. She
then added "I guess you will never have to drive to D_____ again?"..
hmmm.. I did not respond..

Thank you Glance...


Now we haven't really designed Glance as a remote support tool (yet...), but some people are using it that way.  And if it can save you an hour of driving or a lost half day of productivity or serious loafing time, that can be worth a lot!

-- Rich Baker, Founder & CEO, Glance Networks

January 27, 2008

Why We Love JetBlue

Whenever we fly domestically, we try to fly JetBlue.  (When we fly internationally we like to fly Qantas, but you can't always go to Australia.)

And when we fly JetBlue, Ed Hardebeck, our VP Engineering, always make a point of noting the name of our plane.  Look out the terminal window next time, you'll see it there painted on the nose.  And whether it's "Honk if you love blue" or "Devil in a blue dress", it'll usually makes you smile.  Of course one of the ways JetBlue saves money is to fly all the same Airbus A320s, but the name is just one thing that makes a generic experience of getting on what seems a generic aircraft a little more fun.

And JetBlue is like that.  From the seatback video and extra legroom to the blue potato chips and friendly flight attendants, you get the feeling that here you're just a little more than "a body in seat 15C on fare class W without enough SkyPlusAdvantage miles for us to care."

Now I'm sure that JetBlue is as analytically marketing and profit driven as any other company in a hyper-competitive market.  And they have their share of investors and analysts breathing down their necks.  I just think that somewhere at the top they've taken a longer term view. 

I think they know that running a business is not about squeezing the last drop out of the turnip, but creating mutually beneficial experience for their customers.  Their company delivers a service we need, and has found clever ways to make the experience a pleasant one.  We give them our cash and more importantly, our loyalty.  We feel good doing business with them, we continue to do so whenever we can, and we enjoy telling others why.

The same approach been worked for years for major retailers, like L.L. Bean and Lands' End

And that's the way we try to run Glance.  If you need to do a web demo, a sales presentation or a webinar, please give us a try.  And tell your friends.