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You are replaceable

It doesn’t matter if you have a fantastic product if your customer service is average or bad.

Why? Because someone else makes something almost as good.  Sooner or later, most customers will leave you for a company that treats them better (even if the price is a bit higher or the product is a bit worse).

I’ve had an eFax account for almost 10 years. It works great. But for the third year in a row, they raised the price — without telling me or even sending a receipt. I just noticed the bill on my credit card. It wasn’t an issue of price. It was an issue of trying to sneak something past me.

The first time was annoying, the second time I got angry. This time I walked.

Lesson:  People skills count more. 

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  1. BetterRetail November 24, 2008 at 3:55 pm #

    Who do you plan to use now? I am looking for a good Fax solution.

  2. Bryan Person November 24, 2008 at 4:05 pm #

    Who’d you ditch eFax for, Andy? I may do the same if my price goes up.
    Bryan Person | @BryanPerson

  3. michael cardus November 25, 2008 at 7:28 am #

    We are all repalaceable, replaceable starts when companies begin to feel that “they will never leave us, we are the BEST!” suddenly as with you prices creep and team members become sneaky.
    You are not the best, you are not special, you are not unique.

  4. Larry J. Frieders November 26, 2008 at 12:50 am #

    You’re leaving us all hanging. Paul Harvey always tells HIS audience, “the REST of the story”.
    Really, is there a better FAX service available? I’m, not asking about cheaper, or more up front on their billing. I’d like to know if you’ve discovered something that is actually BETTER than eFAX. I know I’m not alone.

  5. Andy Sernovitz November 26, 2008 at 7:18 am #

    Since you asked … we get our email service from Full Exchange Server rented by the mailbox. They’ll also give you fax numbers for $5/month.
    They used to be my #1 recommendation for small business. I was a die-hard evangelist. But service has been slipping, management doesn’t return calls to small customers any more ….

  6. Scott Fillmer November 29, 2008 at 8:23 pm #

    am I the only one that thinks faxes are totally and completely outdated and useless at this point? I too had an efax account, like 10 years ago?
    I don’t know that my business has actually needed to fax something in years. I can usually just scan it in and email it over if needed. Good post though, spot on.

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