| Today I had an exceptional experience. I placed an | | | | asking for help. Within a couple of hours I received a |
| order over the internet for some Italian serving platters. | | | | response, and it was quite detailed and most helpful. In |
| I had had my eye on them for some time, and when I | | | | the intervening days, I had several more questions, and |
| went to order them, I discovered that the site was no | | | | each time Kimberly was perfectly willing to walk me |
| longer carrying them. My disappointment was bitter. | | | | through the problem so that my software worked |
| Unwilling to accept defeat, I continued to search the | | | | beautifully. |
| internet for something similar. I was very fortunate to | | | | What was so unique about these experiences is that |
| find the exact serving platters, at a thirty percent | | | | an actual person took the time to look after me. |
| discount, with free shipping. I was elated, and shared | | | | With the advent of the internet, more and more |
| my experience with my husband. He wanted to | | | | business is conducted without ever dealing with a real |
| surprise me with some accompanying pieces for my | | | | person. I have had numerous experiences where I tried |
| birthday, so he got on the same website and also | | | | to get help after making a purchase on the internet, |
| placed an order. | | | | and I have been sorely disappointed. We've all been |
| Within half an hour I received a phone call from the | | | | there. You wait through horrible music, endless |
| internet company. They noticed two orders coming to | | | | commercials for additional services, only to reach the |
| the same address, and wanted to verify that there | | | | ubiquitous "voice mail". To not be able to deal with a |
| was no problem with a credit card being stolen. I was | | | | real person is a treat rather than commonplace. |
| absolutely stunned. Most of my experiences with an | | | | The very fact that it felt special and unique should be |
| internet company have been completely anonymous. I | | | | a warning sign. We're all trying to get more done with |
| never know who I'm dealing with. Never see a name, | | | | fewer resources. What we have to remember is that |
| never see a face. I was recently the victim of credit | | | | while we're trying to be more efficient we can't lose |
| card fraud and the company responsible couldn't be | | | | sight of our customers. Without our customers, we |
| bothered to return my calls. My bitterness from this | | | | won't have a business. Even when you have a difficult |
| experience changed with that phone call today. | | | | customer, even when you have limited time or |
| A second experience with another internet company | | | | resources, make sure you still connect with your |
| also made me sit up and take notice. I ordered some | | | | customers. Without them you'll have all the time in the |
| software that I found to be helpful, but without an | | | | world, but you'll have no resources and no business to |
| actual manual, I did run into problems. I sent an email | | | | care for. |