This morning I'm sitting in Naples, Florida at a Starbucks (yes, it's 6am) and a good portion of my support team is on the way here for a meeting. Why? Because we still suck at helping our customers and I will not rest until we are the best there is, in any business.
This is not about being good enough, this is not about being better than: This is about delivering on a promise that very few companies do well. I'll give you an example:
Yesterday I was jumping on a plane, yes Southwest Airlines, and I received a text from my hotel here in Naples that they had a new "Mobile Check-In" service. Cool, button clicked, checked in and now I wait for another text that my room is ready. Hour or so later, pocket vibrates, phone says room is ready, I think "now this is cool". Off plane, Hertz car waiting in spot 154, 45 minute drive to hotel, walk up to the "mobile" check in desk, excited. "Hello Mr. Latman, may I have your ID and credit card, sign here, how many keys, NOTHING DIFFERENT than a normal check-in. One word: Dissappointed.
Was that a customer support failure? One word: Yes.
See I don't care that they executed their vision or that the texts went out as designed or that the room was ready. That expensive hotel let me down by not being what they could have been, what clearly they want to be and what they told me I could expect. iMagicLab has the same problem still; again, I'll explain:
We sell software to people who don't make software, use a lot of software and in a lot of cases, have very limited knowledge of how to run software. To be honest, we sell software to people who don't want software; they want a solution to their problem without any overhead or work required. To put it in context, imagine if when you went to Starbucks they took your money then flipped the expresso machine around and said "ok, make your drink". Like an iPhone, support begins with the first line of code in making a product so obvious, so intuitive, that it doesn't need someone to teach its usage.
Up to today we've tried a few different models; traditional and non-conventional and to be fair, the playing field is tilted toward failure no matter what. DealerCRM, like all good software, is an amazing tool with a huge amount of options. How many of you can really run Microsoft Word or setup advanced filters in GMail? I can read your mind: "I know what I need to know and I'm pretty good". Ya see, that's the rub, in a car dealership with turnover at 30% per year nobody is left that knows what they need to know. You've heard me wax on before, it's a huge challange.
This week we've introduced yet another attempt at solving this problem and it's a mix of technology and human investment. Chat, phones, videos, learning systems and a lot of focus will not fix this I'm afraid, so everyone be patient please. Oh sure, we're already better than everyone else in the CRM World but that ist't good enough for me.
CRMSuite launches July 1 and it couldn't happen soon enough. Then you will all understand what I mean... stay tuned...