It doesn’t matter how great your product is if your customer service sucks

I build websites for clients and I sell plugins. This is mostly a side business for me at the moment but it’s something I love to do and hope that I can do it on a larger scale in the future. I’m also a customer of many great products and because of that I’m faced with the biggest problem that technology companies have got to figure out…poor customer service.

I’ve purchased and used plenty of perfectly fine  products only to run into a small (or in my current circumstance) big problem only to find that there was no way to contact the creators. At least not if you needed a response sooner than a few days. That’s where I am right now.

I use Square in multiple ways but one of the more mission critical ways is in a local coffee bar that I’m a partner of. We use Square as our primary POS. It processes all of our transactions including and especially credit card transactions. Just a short while ago it stopped processing credit cards. This has the potential to cost us a lot of money. We need help and we need it immediately.

The problem is their website has absolutely no contact information. All they have is a “Help Center” where you can find a related question or submit a new one. No worries though. They promise to get back to you “as soon as possible”. That’s fine if your selling mittens and sweaters but this is how we transact sales and “as soon as possible” is not acceptable. We need assurance that someone is working on this right now, not at their earliest convenience.

The point is this. It doesn’t matter how great your product is. It doesn’t matter how affordable you are. It doesn’t even matter if you are the only game in town. If your customer service is broken, your whole company is broken. If you want to be great, I would start there.