Does anyone else talk to their customers?

[AnthonyDeAngelo]

Cam and I are both reachable by phone and every once-in-while, we get a call from a frustrated customer who has lost their log-in or is having some kind other kind of problem.

Actually, we are lucky that we don't get problems or questions very often but when we do, I find it very helpful to talk to the members personally.

First off, they're usually surprised that they actually reached one of us. And then, they're happy that we can deal with their issue. What I think is really beneficial is this, I can ask them a couple of questions re: their experience, ease of use, etc... and because they're nice enough to give us some feedback, I extend them for a free month.

E-mail is ok too, but I can't get the conversational responses as easily.

Does anyone else ever do the same or have other ways of tapping into their client base?

(oh god! I hope this thread doesn't get read by a million customers who want to call in and get free extensions on their memberships.... !)

[abostonboy]

E-mail is ok too, but I can't get the conversational responses as easily.


We do via email. The weekend that Adam was away and I did the customer service on one Sunday I had over 30 customer service issues. Lost password and/or expired membership. There is just no way I could have handled that by phone.

I did follow up to every request with an email to make sure all was ok. About 5 replied back.

[AnthonyDeAngelo]

I don't know if not having many problems is a good thing or bad thing...

good thing = things work ok

bad thing = not many members?

[abostonboy]

Not sure if depends on how many members you have. Some days I think members are smarter than other days.

i just wish they didn't have CAPS LOCK on their keyboard. That's 1/2 the problem.

[Gaystoryman]

In my other life, talk with my customers as often as possible. Make some really good added sales that way and it is fun. As to the porn side, well, no, I mean that Lloyd is such a tart at times 666

[AlexManifestMan]

I speak to at least 5 members every day. Most are new members that just don't understand why their AOL browser just doesn't work with our site. Some are older (age) members that have so little computer knowledge that they can not figure out why they can not get into the site and watch videos without at least a media player that was released in the last two years. They always seemed shocked that we spend time with them this way. I prefer to handle this myself because it is something that I really enjoy. Lost passwords etc are handled by my customer service rep by email.

[abostonboy]

I swear, porn users should not be allowed to use caps lock!

[Mickey]

i dont talk to our customers by phone but am sure i could if i wanted to.. but being based in europe i would hate to get called in the middle of the night for a lost password or a flash player not showing the movie like it should etc..

I do however answer all questions by email, even the strange and "funny" - currently i am talking to a customer about a private problem he is having regardin the size of his manhood as he wanted to talk to a model that we have on the site that "was the same size as himself" ...

[AnthonyDeAngelo]

I think the personal thing is good for us - they can connect to the REAL Tony&Cam in place of our virtual egos -

all though its kind of schizophrenic at times when I'm relating to someone who can only identify with me from the waste down and not with my better half (brain) - ok now, no snickering

isn't that the old adage... love me for my brains not my dick? - but I still think they're a little freaked to find out that we are REAL and not some made up people out there... and that's always good for business

[AndyMike]

We talk to customers pretty much everyday by email and phone. It's mostly on the topic of tech support, but we do get a lot of calls to place orders for DVDs. For the most part the phone calls are pretty tame, well as tame as they can be when the person is asking how hot a movie like "Frat Piss: The Hazing of Kaleb Scott" or "Sperm Suckers" is. :D

[TropixxxMichael]

We give out our phone number in an automated email that customers receive when they place a DVD order online. Rarely do we get a call...but sometimes we do.

In fact, I have a few customers that like to call and talk for HOURS. Sometimes I put up with it, sometimes I let it go to voice mail.

I think that with a smaller company like ours, it makes our customers feel better to know that they can contact us if they have to.

[TropixxxMichael]

Oh yeah, and from time to time we get the strange "breathing calls" in the middle of the night.

We have since learned to turn off the ringer. :whip:

[Gaystoryman]

Oh yeah, and from time to time we get the strange "breathing calls" in the middle of the night.

We have since learned to turn off the ringer. :whip:

Okay so once I had a bad cold, and the breathing was a bit ragged, geez, you'd think you'd give a guy a break :bang:lol