This surprised me and hits me on a couple levels. As part of my membership with my local Chamber of Commerce, they offer us discounts they negotiate in a B2B flyer. One such offer was from a national office supply company. I sent an email to the one listed on the sheet and never (after waiting 2 weeks) received an email or call. I sent it again, same result. I decided maybe the email was incorrect, so notified the Chamber, who then called the company and passed on my information. Another two days passed and finally I get a call from one of their reps. He goes on to tell me I need to complete a credit application and once that’s out of the way, we’ll get on with the business of ordering. Mind you, I’ve been in business for many years and this is the first time I’ve been asked for this,but I play along. Another day passes, all looks great he says, but then an email comes, the contents basically boil down to, “Because you are a home-based, we cannot deliver to you.” What? Okay, I get supplies and packages from all over the country, but their warehouse in Denver can’t get to my home office? They could ship my orders with one of the overnight carriers, but wouldn’t deliver to me otherwise. I now don’t need to worry about ever doing business with them or or promoting them to any of my colleagues. To think it took a month to get this all figured out!

Do yourself a favor, don’t limit yourself on the way to serve a client, no matter their size or location. Make it a policy to serve them and think of the best and easiest way to do so. As was said in the movie Glen Gary, Glen Ross,”A guy doesn’t come on the lot lest he wants to buy .” Whether you have to deliver to their office or their home office shouldn’t matter in the least.

Ever call a place of business and get a totally disinterested party on the other line? I want to scream – they sound lethargic or basically like they could give a rat’s patuddy if you’re calling. Nothing could be worse than this as an initial call to a place you want to do business with. Some people will just hang up and move on, but some like me hope wrongly that things will get better.

Yesterday I made a call to a local company that I’m considering using for printing projects. Instead of being happy to help me, I am hurriedly placed on hold for a couple minutes by the rude attendant. I give them the benefit of the doubt, but really, shouldn’t I matter? Any way, after finally being picked up again by “Miss Happy”, I’m routed to what I hope will be a live, warm body, but instead, is a cold, boring voicemail box. That was yesterday morning, still no callback. Do you think I want to do business with such unresponsive people?
How can you prevent this scenario in your business? First, just please, get someone nice to answer the phone! ASK if I want to go to voicemail and if I do, make sure I am called back.

I often wonder if the postage rate hikes are a national secret? Today, the postal rate increased one cent, and while that’s not a lot of money, it’s a lot of hassle. I went on Google News and it’s not even a top story of the day, even though it will impact a lot of people. I was in the post office a couple days ago to drop some  special mail and decided to also purchase a book of stamps and asked to see the selection – it was only then that I knew the rates were going up on the 12th of May (that makes perfect sense, right?!) If I’d have not asked to purchase stamps, it was pretty likely I wouldn’t have been told about the hike and get this, the only notice in the place was on window you would see when leaving! Couldn’t they have let people know in a bigger way? Consider this poster who just today wrote, ” Friday I purchased three rolls of 41 cent stamps (thats 100 stamps each). We are a not-for-profit organization and send out newsletters each month. Sure would have been nice for the post office to advise me of the increase!!! Now I have to go buy 300 1 cent stamps.. Thanks alot!!” How pathetic.

Do yourself a favor, if you’re moving your prices up on something your customer uses all the time, do them the courtesy of letting them know so they’re prepared. Also, if you’re in a business that is being used less and less, make sure your rate hike makes sense in every way. I think it’s consumers that are becoming disgruntled at this point. Oh and note my carrier: would you please stop giving me mail from people that 2 blocks away that have the same house number, but live on a different-named street. I’m sure your sorting work is really tough, but after 4 years, one would think you’d catch on. Thanks….