Firepow 2.0 – Will the Enhanced Support Delight Or Despair?

Posted on June 22nd, 2009

This is a most relevant question to be asking with respect to Firepow 2-due for release in just 4 days time.

We all know the imperative of keeping customers satisfied any business enterprise. It’s been repeated many times but still bears repeating: If it wasn’t for customers there would be no business. I am constantly amazed that so many people in customer relationships can’t come to grips with the fact that if it weren’t for the customer, they wouldn’t have a job.

Indeed we need to be reminded that the modern-day customer, especially in these difficult economic times, is even more demanding of good, even quality service. Delighting the customers is now the goal of successful business.

In this on-line environment, we are not able to make use of body language to show that we harbor a genuine desire to provide superior customer service. We have to rely, mainly, on the written word. That is the principal method at hand for demonstrating our genuine customer care.

I have to say that current Firepow management doesn’t come up tops in this arena. In fact when I joined Firepow I posted in the ‘Introduce Yourself’ forum, and many weeks passed before anyone welcomed me-and then it was a member who was new to the program. Was that an isolated incident? No, it was not; and it has been repeated on a number of occasions since. To me that’s like having a lovely reception area in a business premises with no one in attendance.

In my experience since being a member of Firepow, many posts to the forums have not been answered; have been answered incompletely and/or with a lack relevancy. I’ve had similar experiences with the Support desk. Delays of days in receiving responses have been experienced all too frequently.

I have even had messages that I’ve sent or posted to management people weeks before just completely ignored. Not often mind you, but once is too often.

On the other hand it must be said there has been a continuing improvement in this aspect during the last few months. I distinctly feel a change of attitude in the management team here; and I’m quietly confident that this matter will be resolved in a way that will leave these old experiences behind and forgotten.

I really do hope so.

Author: Alex D Wilson

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