Hmmm…. a novel marketing idea - attack the customer
By admin | March 10, 2010
Here’s an interesting post that I found on craigslist this evening:
Customer from HELL ( Watervliet)
Date: 2010-03-10, 7:03PM EST
Reply to: sale-u973t-1638250524@craigslist.org [Errors when replying to ads?]
I was contracted to re-seal two walkways and a patio for Mr Price in april of last year. a very common job on stamped concrete. The patio had extensive salt damage, And chips where the surface was gone. it needed to be re-colored. small bubbles appeared on the patio only and was quickly repaired. His wife approved the completed job. Four months and two weeks later Mrs price called to ask me to look at the job. Within one week I looked at the job only to see it in the exact condition as in the spring. Harrasing phone calls have now led to a systematic assault on my busisness via the internet. The name of my company is Pro-Tech and we serviced 224 customers last year and enjoy a spotless record with the BBC! I offered MR Price a refund greater than the cost of the patio. Two experts and our inshurance company have looked at the job and all has been documented. 50 Photos have been taken as well. i told Mr price i would gladly defend his job in court. Mr price has declined the refund and instead decided to attack me on Craigslist. Mrs Price remarked that Mr Price had a contracting business that FAILED just prior to us sealing his concrete! Below are pictures of his patio…..You Judge
Now lets break this fictional account down:
I was contracted to re-seal two walkways and a patio for Mr Price in april of last year. a very common job on stamped concrete.
So far, so good…
The patio had extensive salt damage, And chips where the surface was gone. it needed to be re-colored.
One small section (<10%) of the patio did in fact have calcium chloride damage
small bubbles appeared on the patio only and was quickly repaired.
Ummm… not exactly - the entire surface did bubble up & the “quick repair” turned out to be another BJ (Bubble Job)
His wife approved the completed job.
Oops - missed a detail here - contingent upon my approval.
Four months and two weeks later Mrs price called to ask me to look at the job. Within one week I looked at the job only to see it in the exact condition as in the spring.
Actually several attempts over the 4 month period were made to get you back to the house. This is how long it actually took to get you to come over. And you are correct - the job is same as the spring - a bubbled mess as a result of your failure to adequately power wash the surface.
Harrasing phone calls have now led to a systematic assault on my busisness via the internet.
Harassing phone calls? When? Perhaps you have me confused with other customers.
The name of my company is Pro-Tech
Hey congrats - you finally put your company name on a Craiglist ad - are you going to include it in your sales ads too? How about your name: John Anderson of Mechanicville NY.
and we serviced 224 customers last year and enjoy a spotless record with the BBC!
Impressive - I wasn’t aware that British Broadcasting Corp kept records on contractors. Too bad you can’t say the same for the BBB (Better Business Bureau)
I offered MR Price a refund greater than the cost of the patio.
I wish - if that were the case, I wouldn’t be writing this blog post now (BTW a 50% refund isn’t MORE than the cost of the patio)
Two experts and our inshurance company have looked at the job and all has been documented.
That’s news to me. I would love to talk to these “experts” Just what are their credentials?
50 Photos have been taken as well. i told Mr price i would gladly defend his job in court.
Guess you’ll get your chance:)
Mr price has declined the refund and instead decided to attack me on Craigslist.
Bad idea to make a false claim like this when I save copies of all emails, like this one from February 10:
Patio Job Refund
From:“c price” <proweb@yahoo.com>
To: johnjohn18@verizon.net
John - I have decided to accept your offer to refund $900 of the total cost of the concrete seal job done on my Patio in 2009. I am willing to forgo a full refund based on a number of issues. First, I just want to put this issue to bed - even if it means that I take a haircut on the full value. Second, I feel empathy for the financial hardship that you, as a contractor, are facing in these difficult economic times.
In consideration of the refund, I will redact all references to you, your company and your geographic location from my blog post. I also agree to discontinue posting my experiences with your company on social networks or anyplace else on the web.
I would like you to meet me at my office in Troy on Thursday or my office in Clifton Park on Friday to deliver the $900 in cash. Please choose the day/location that is most convenient.
Regards
Chuck Price
Too bad this email was ignored.
Mrs Price remarked that Mr Price had a contracting business that FAILED just prior to us sealing his concrete!
Umm.. if that were the case, wouldn’t I just do the job myself? Nice try though… I believe the pop-psych term for this is “projection”
I know a little bit about online reputation management and I can assure you that this is the WRONG way to repair damage to your brand. Should you find yourself in the same position as John Andersen, its not a good idea to spook prospective customers by whining publicly about past customers. Its also not a good idea to lie, when there is email documentation that clearly disputes your point of view & supports the customer.
Topics: Marketing | No Comments »
News Alert - Exceptional Service is alive & well at Valet Park of America
By admin | March 9, 2010
It may sound cliche, but its true. A really bad customer experience offers an opportunity for creating a POSITIVE outcome and GOOD word of mouth for a company. Case in point: Valet Park of America. These guys manage the parking garage at Albany Medical Center. On a recent visit to the hospital, one of the parking attendants got into a fender bender in the garage while parking my wife’s car. Not good.
Upon returning to the car, the attendant immediately pointed out the damage, apologized for the incident & assured my wife that they would take care of the expense of the repair. This was later followed up by a phone call to the house. A cynic might think that this was nothing more than VPA playing CYA, but its not like there was a threat of a personal injury suit here. This was just old fashioned customer service.
Our body shop faxed the estimate to Valet Park of America & VPA quickly made a direct payment to the shop. No jerking around. No money out of pocket. Sweet!
This was followed up one more time with a letter from Michael Chagnon, Director of Quality Control, Valet Park of America. In the letter Mr Chagnon apologized again for the “unfortunate experience” and thanked my wife for her patience. He also included a gift card to a local restaurant and his business card with an invitation to contact him in the future. IMPRESSIVE!
Isn’t it ironic that while Toyota is cutting back on QC, a company like VPA takes it seriously? It takes a lot to impress me, but I am thoroughly impressed by the actions of Michael Chagnon and Valet Park of America. I would strongly encourage every company to follow their lead when it comes to Quality control and customer service.
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Alex DiMeo - A small business hero
By admin | November 25, 2009
I still vividly recall the first day that I met Alex. It was in the summer of 1987. Looking for a Barber Shop where I could consistently get a decent hair cut, I figured a good place to look would be near the hospital. (Hey - doctors need to maintain a professional look, right?) Sure enough, right across the street from the hospital, sat Alex’s Barber Shop.
As I walked in, I found a shop full of patrons waiting for a haircut. Not known for my patience, I turned and walked out, intending to return later. Little did I know that Alex was hot on my heels, and caught me outside the shop. (Mind you, he was in the middle of a hair cut at the time:)
“Hey - where you going?” he asked with a booming voice and pronounced Italian dialect? C’mon in - it won’t be 20 minutes before you get a chair”. I’m not sure if it was the shock of his being so direct or a profound respect for a man so passionate about his work, but I did as Alex asked. I came back in and waited my turn. In less than 20 minutes, Alex had a customer for life.
Alex was another one of those guys that really “gets” customer service. His Barber Shop is the real life “Cheers” where everybody knows your name and they’re really glad you came. It’s hard to believe that 22 years have gone by.
I fondly recall my young daughter accompanying me to the shop. Alex would make her day by pointing out where the lolly pops were and allowing her to take two! As a right of passage, my son got his first haircut from Alex and delighted in sitting on the child’s carousel style kids chair. As the years went by we would exchange stories about kids, grand-kids, mortgages, employees, small business, politics, horse racing - just about anything that you would discuss with a friend that you saw every few weeks for 20 + years.
On the morning of my flight to Las Vegas to attend the PubCon Internet Marketing Conference, I needed to make a quick trip to see my buddy Alex Dimeo. Despite having a lot less hair than I did 20 years ago, the cruel reality is that it needs to be cut more often (yeah .. counter intuitive, isn’t it). I didn’t see Alex, but it wasn’t uncommon for him to make a coffee run for himself and everyone else in the shop, first thing in the morning.
Since time was tight, I decided not to wait for Alex and took a seat in another Barber’s chair. Not long into my cut, I got a gut check from the guy next to me. “I wasn’t sure that they would keep the shop open after Alex passed.”
WTF? Alex was only 59 years old. He was in the last year of his Mortgage. He was looking forward to selling the shop and retiring. How did I know all of this? Alex was more than my barber - he became my friend.
So as it turns out, I was indeed a customer for life. In the 20+ years that I knew Alex he never lost the passion for customer service. If he ever had a bad day, I never knew it. He didn’t just have customers, because everyone that entered that shop was his friend.
I’m going to miss Alex and I feel for his family and friends. He was larger than life and he can not be replaced. He represented the best in small business and humanity. Rest in peace, my friend.
Topics: Marketing | No Comments »
What a Surprise - No response to my Better Business Bureau Complaint
By admin | October 30, 2009
October 29, 2009
Better Business Bureau, Inc.
100 Bryant Woods South
Amherst, NY 14228
re: John Anderson, Pro-Tech Masonry, Pro-Tech Boat, RV and Mobile Home Supply (518) 899-4780 or (518) 466-5439 (complaint ID #ACFD0-C9F09-2C432-7A4E1-7D7F5-4F042-9F)
Dear Charles Price:
The Better Business Bureau has processed your complaint to the above referenced company. Our purpose is to serve both parties in a dispute by acting as a neutral third party. We attempt to help both sides find a voluntary solution to the complaint.
We have enclosed a copy of the response we have received from the business. Your complaint will remain in the company file and will be reported to the public for the next three years as “unresolved”. This means the consumer and the business could not reach an agreement. If a company should develop a pattern of complaints in this category, it may result in a negative change to the company’s BBB rating. The company in question is not a BBB Accredited Business and therefore we are unable to pursue your complaint further. You might want to seek the advice of an attorney or file in Small Claims Court.
If this message contains a PDF file you will need Adobe Reader software to open it. If you do not currently have Adobe Reader installed on your pc, you can obtain it by visiting www.adobe.com and clicking on the Get Adobe Reader button. If you do not wish to load this software onto your pc, please respond with a request for the correspondence to be sent to you via regular mail. The BBB is not responsible for any problems that you may incur while downloading software onto your pc.
John Kaiser
Trade Practice Specialist
jkaiser@upstatenybbb.org
———————– CONSUMER/BUSINESS MESSAGE DETAILS ———————–
<none>
———————– end CONSUMER/BUSINESS MESSAGE DETAILS ———————–
Topics: Marketing | No Comments »
Contractor from Hell aka John Anderson dba Pro-Tech
By admin | September 28, 2009
As a reader of this blog, you know that I hate getting ripped off. This post deals with a problem that affects many people - a contractor horror story. As a former remodeling contractor myself, getting ripped off by a fellow tradesman REALLY rubs me the wrong way.
This post was inspired by John Anderson of Mechanicville New York. Mr. Andersen was advertising his company, Pro-Tech Masonry on craigslist, the best website on the whole interweb. The heading: AFFORDABLE STAMPED CONCRETE (Saratoga/Capital District), was exactly what I was looking for, so I gave him a ring. He listed two numbers for his business business: (518) 899-4780 and (518) 466-5439. He came to my house, presented himself very professionally, quoted a fair price & I signed a contract with his company, Pro Tech. (Note that I failed to mention the part where I checked his references or checked out his reputation online. Unfortunately I failed to mention it because I made the classic rookie mistake of not doing it. My bad - aauugh!)
Pro-tech was hired to re-antique & reseal a patterned concrete patio. The sealer bubbled up immediately and the patio was a mess. The contractor from Mechanicville agreed to power wash & redo the job. Less than one week later, the job was redone, with the same result: a bubbled up mess. John Andersen then agreed to do the job a third time - using a different sealer. His failure to completely strip the sealer from the previous two jobs left the surface with a crazed, pitted and uneven gloss finish. The bubbles also appeared again. Mr Andersen was slow to respond to the third botched job & would not return my calls. He finally did come to my house (when he knew I would not be not home) & left me a note refusing to acknowledge the problem nor honor his guarantee.
Furthermore, John Anderson of Pro-Tech Masonry informed me that if I were to take action against him in small claims court that he would retaliate with a counter suit which would seek to recover court costs and attorneys fees. I’m not sure if Mr Anderson is naive to the rules of small claims or merely bluffing and hoping that I didn’t know any better. Either way, this did not set particularly well with me.
Should you find yourself in this position, I suggest that you follow the same steps that I have taken:
1) Ignore the threats of a counter claim. Courts take a dim view of contractors that ripoff homeowners and I have yet to see a homeowner lose a suit like this. I am not aware of any provision for the party being sued to reclaim his defense expenses in a small claims action.
2) If you are in New York state, file a complaint with the attorney general. If enough homeowners file a complaint, these guys get shut down and / or sent to jail. I hope this homeowner filed a complaint after getting ripped off by John Anderson.
3) File a complaint with the Better Business Bureau. Although they have little influence over a lousy contractor, the point is to get the word out & to spare others from suffering the same abuse.
4) Alert others online. Websites like the Ripoff Report , Complaints Board, Yelp and Angies List do a great job of alerting unsuspecting homeowners of the practices of predatory and shoddy contractors like pro tech.
5) Take the contractor to court! If your claim is $5,000 or less you can sue him on your own, without the expense of an attorney. If you are in New York, check out this Guide to Small Claims Court.
6) Tell all of your friends & co-workers about your experience. The contracting business relies heavily on word of mouth.The more people that learn about a bad contractors reputation, the better off the community will be.
7) Blog about it:)
I will keep you posted as events unfold. I sure hope that John Anderson treats his customers at Pro Tech Marine, 382 Route 67 Mechanicville, NY 12118-3110, (518) 899-4780 better than the homeowners that hire Pro-Tech Masonry.
Topics: Marketing | 1 Comment »
Old Style Folk is Alive & Well
By admin | May 21, 2009
The Berkshire Ramblers “old style.” of folk music is well known to traditional music lovers. The group is fronted by Joe Browdy and Alan Chartock, and has been active for more than forty years. Original Ramblers include Joe Browdy, Alan Chartock, Roselle Chartock and Octavio Hernandez. Also playing with the group is Bob Salzman and guest artist Seth Rogovoy. The Ramblers are known to collaborate and work with a wide variety of musicians. Rehearsals occur on stage during a gig. Today, The Ramblers limit appearances to events for not for profit institutions.
Alan Chartock, the Rambler’s banjo player, recently wrote a piece for the Troy Record. He advocates naming a bridge in honor of fellow musician and activist Pete Seeger. As President and CEO of WAMC, Northeast Public Radio, he may carry a bit more weight than the average banjo player:) I hope Pete gets his due.
The bottom line is this - the next time that you hear The Ramblers are going to appear at an event - don’t miss it. If you want to keep up with Alan Chartock’s daily musings, you can always follow him on twitter!
Topics: Marketing | No Comments »
Steve Rodrigue of FE Coding is broke - can you give him a job?
By admin | March 9, 2009
Perhaps you know Steve Rodrigue of FECoding http://www.fecoding.com. If so, he could use your help. You see, Steve took $950 from me as a down payment for a website that was never developed. Steve says he really wants to pay me back, but he doesn’t have the money. When I asked Mr Rodrigue what was completed on the job, he ignored my email.
I’m sure that Steve doesn’t want to be known as a thief or a deadbeat, and would welcome a loan from a good friend, so he could clear his name. Just in case Steve has burned all of his friends in
Of course that would suck for you, but at least I would be whole:)
I’m hoping that Steve does the right thing and issues a refund. If he does, I will let you know.
Topics: Marketing | 2 Comments »
Using the Web to evaluate Health Professionals
By admin | January 12, 2009
As the parent of a type 1 diabetic, I have my Google News Alert set for “type 1 diabetes” cure. This allows me to stay on top of the breaking news in this field. One of today’s alerts was titled “Treating the internet informed patient” The author is an arrogant jackass, Robert D. D’Ambrosia, M.D.
Dr D complains that “Most patients will freely admit that they have, at one time or another, researched health-related information on the Internet.” Imagine that - individuals without an MD behind their name having the nerve to research their symptoms. This does not sit well with the “good” doctor. In fact, Bobby D offers the following model as the ideal:
“At Children’s Hospital of Philadelphia, patients newly diagnosed with type 1 diabetes, and their families, are instructed not to conduct any Internet-based research on their condition—at least for the first few days following diagnosis. This edict eliminates the misinformed patient.”
WTF - are you kidding me? I hope this isn’t true. Perhaps someone from Children’s Hospital of Philadelphia can set the record straight on this.
Dr D then bemoans: “If only this model could be cloned and used for all patients in every specialty.” Ah, yes Doctor. Damn those (mis?)informed patients who dare to take an interest in their own health. Why can’t they just shut up, listen to your diagnosis then do as you say without question?
When my son was first diagnosed with type 1 diabetes, I spent the next 24 hours straight (no kidding, there was no sleep) learning as much about this disease as possible via the web. The diabetes educator was stunned the following day by my knowledge & understanding of the disease. It seems that I was bright enough to separate the BS from the facts. I’m guessing that most patients have that same ability.
I also discovered the world of clinical trials for the treatment of newly diagnosed type 1 diabetics. This is something they DON’T discuss at the hospital and the window of opportunity is short. Many type 1 diabetes trials are limited to newly diagnosed patients. If you don’t act immediately, you will miss the chance to participate. I was on the phone to Columbia, Harvard & Yale 48 hours after my son’s diagnosis looking to get him enrolled in a clinical trial. I learned about the trials and the locations from internet research.
So why does this Doc have a hard on for patients that use the web for research? It might have something to do with this warning letter that I turned up when using the web to look into his background. It shouldn’t come as a surprise that D’Ambrosia would be cited by the FDA for “Failure to obtain proper informed consent prior to involving human beings as subjects.” This guy’s attitude appears to be that Doctor knows best & the patient should have no information nor say in his or her own treatment
Note to Robert D. D’Ambrosia, M.D.: This is 2009 - The days of Doctor as God are long gone. Get with the new plan or retire - no kidding. At least get in compliance with the FDA.
Topics: Marketing | 1 Comment »
Gratuity? - The UK doesn’t get it.
By admin | July 2, 2008
I just got back from SEO Class in the UK. This was a terrific class with world class presenters including Internet Marketing Consultant, Ammon Johns of Fresh Egg, SEO & business consultant, Brian Turner, Shaun Anderson, cofounder of HOBO, an SEO company in Scotland , and Lyndon Antcliff, master linkbaiter who offers a killer content creation service. Heck - even Quadzilla of the SEO Black Hat Blog
took time out from his world tour to make a presentation!
The class was a wild success. The presenters were all great guys. Everyone learned a lot & had a great time in the process.
Outside of the conference, I was somewhat surprised to discover that it is impossible to get decent service in a UK hotel, restaurant or pub. Need a room after flying all nite and arriving at the hotel at 7:30 AM? Too bad. Wait till 2:30. Never mind that these were arrangements made in advance.
Need to combine some tables at the restaurant for a large group? Well those tables aren’t going to combine themselves. Have at it my friend.
Ready to order your meal? Well, belly up to the bar, buddy. That’s right - all 10 in your party. You don’t expect the server to handle 10 orders do you?
Tipping in the UK is a “foreign” concept, so there is ZERO incentive to do anything, but scrape by. From what I heard, this even extends to the strip clubs (.)(.)
A note to visitors to the US from the UK: Please tip your server / strippers generously. The value of the GBP vs the USD is exceptionally strong . Sure, I used to be a cheap SOB who hated the idea of tipping, just like you - but I have seen the light.
Thanks Edinburgh
Topics: Marketing | 2 Comments »
CVS: Your order is confirmed (not!)
By admin | December 19, 2007
My wife happens to be staying with my son at Yale Medical Center in New Haven Ct. He is undergoing a clinical trial for newly onset type 1 diabetes. As you might imagine this puts a bit of pressure on Christmas shopping & mailing cards. In order to take some pressure off, she ordered Photo Holiday Cards online to pick up at the local CVS, planning to address & mail them from the hospital.
So, she placed the order & Got the following confirmation on Dec 18 at 9:25 AM
|
Fantastic!
For some crazy reason, my wife figured that if she went in that evening - a full 6 1/2 hours after the available pick up time that she could pick up the cards & be on her way - WRONG!
Instead, the clerk couldn’t find the cards & couldn’t give an explanation as to why they might be MIA. When asked what the store did in cases like this, the clerk had no answer. When asked when the cards might arrive - you guessed it - no answer.
That’s when I called Amy at the customer service number. It would appear that that little asterisk in the email designated that the 19 cent photo was ready - but NOT the cards. Nice. Amy admitted that the confirmation was “confusing” and the website was to be redesigned. But… since this doesn’t happen often, its a low priority.
I suggested that it might be a nice gesture to drop the cards off at the Ronald McDonald house, when they did arrive, to save my wife another trip to CVS. Amy would have none of that.
Sooo - when ordering cards from CVS, make sure you call ahead to make certain that your pickup location has the equipment to print the cards there. I’m really not sure why I have to spread the word about this, when CVS could easily explain the lead times on their website.
I bet if Penn & Teller were chairman & CEO of CVS, this wouldn’t happen!
Topics: Marketing | 1 Comment »
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