Hi Everyone. As you may know, some of the coaching I do involves working with customer service managers and raising the bar of excellence in customer service. Here is an example of the kind of letter you want your companies to receive on a regular basis.

Often, we have financial metrics or some sort of internal assessment that answers the "How will you know?" question. Unsolicited external feedback definitely is a good indication that you are doing the right thing, especially when it comes from someone like me who has high standards to begin with.

Enjoy.

Warmly,
Dwayne

-----Original Message-----
From: Dwayne Cox (707) 837 8132 [mailto:mastercoach@coachuniverse.com]
Sent: Friday, September 28, 2001 5:37 PM
To: support@axxs.net
Subject: OLM, Thank YOU for modeling EXCELLENCE in Customer Service!

Hello,
I am writing to let EVERYONE know that Paul RAISES THE BAR of UNREASONABLE RESPONSIBILITY for EXCELLENT customer service.

I am one of those over the hill thirty somethings who is insane enough (there are degrees of insanity) to think I can actually "get with the program" and be "technically literate". For those of you wondering what "literacy" means to someone like me, (one of your usual sorry excuses for a carbon form that calls and reminds you that one more thing to put on your "things to be grateful/thankful for" list is having at least an iota of intelligence) it includes using telnet to make changes to the website, editing/customizing Perl code, being familiar with php, knowing unix commands and being someone who "read the manual" BEFORE the phone call to tech support.

The main reason I am writing is to simply share with everyone receiving this (please circulate it widely) that Paul is one of the most knowledgeable technical support representatives I have EVER spoken with, and I REALLY appreciate his patience, his sense of humor, his mentoring and how he explained things related to what I was calling about so I would have a better sense of the bigger picture.

Paul also took the time to walk me through a few things that were VERY helpful. In the past, I have made changes to my site permissions using a browser. I had a problem he could have fixed in maybe five seconds. He invested ten minutes to walk me through the process of fixing it myself using telnet. I've heard of telnet, but now I'm actually literate (well, I need to learn a few more Unix commands) and using it rather than the browser interface. This is thanks to Paul's mentoring.

Paul took the time to walk me through the file structure and some basic Unix commands so I could make changes faster and more confidently than I ever could before. I can't say enough about him, because basically, he helped me with so much so fast that it's going to take me a few months just to absorb everything he turned me on to.

His coaching:

Paul, thank you so much for being one more shining example of why I have found a home at OLM, and why I refer everyone I know to your company for their web hosting needs.

OLM employees, your positive attitude, your intelligence, your knowledge, your passion, your patience, your sense of humor and your modeling of excellence is awe inspiring.

Thank YOU ALL for being there for me and really giving me excellent value EVERY TIME I CALL YOU. By the way, Greg Rubino is another honorable mention http://www.coachuniverse.com/BaseQuicki/wiki.cgi?GregRubino

and so is Sampurna, who helped me understand password protection of individual pages/folders.

Everyone I have spoken with at OLM is an honorable mention, and I am just really impressed with your customer service. Some of the teams I coach envision being where YOU are NOW. You are all doing an awesome job!

Warmth and Profound Respect,
Dwayne Cox

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Dwayne Cox, Results Coach
Coaching High Performance Teams
Transforming Human Beings
http://www.coachuniverse.com
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