I expected to see people saying how great it was but for the second day in a row, there were complaints about the call not happening.
This is embarrassing.
You don't expect the gurus advising you on how to become the "go to" people in your niche to fail so badly.
At least Jay and Rich are sorry and know that they have upset, irritated and inconvenienced people. Most importantly they are keen to make amends.
You can read what happened on the Strategic Profits blog but it seems that they were victims of their own success. Just like a rock concert more people rushed to get in than had "bought tickets" and unfortunately this crashed the teleconferencing system.
I know that is what everyone claims but I believe them.
What Did They Do?
They did the call anyway.
Just Jay and Rich but they recorded it.
Rich has written "the content we shared in that recorded call is killer…seriously…it exceeds and transcends anything anyone has shared on a teleconference for no charge on marketing both online or off."
I know. Two marketing gurus would say that wouldn't they? Both make big claims in their marketing but to be fair, both have an outstanding recording for delivering.
You can read the rest on the Strategic Profits blog (affiliate link).
It must have been a major headache and they have been up all night trying to put this mess right.
The Sweetener - Customer Service Recovery In Action
People who have already registered will be getting emails of the new broadcasts. There are three today to make it more convenient although I hope that the calls are posted to the secure Business Growth System & Business Acceleration program sites so that existing members can gain access in an even more convenient way. I have certainly suggested it on their blog.
But as in all service recovery you can't just say that you are sorry.
Words are easy to say and can mean little. I am sure that you have seen it many times. Something bad happens and either it is so obvious the provider notices or you complain but what do you get back. A mealy mouthed, insincere apology.
It's not good enough. It doesn't fool anyone and it doesn't recover the situation.
What you have to do is show you are sorry and put the customer in a better than expected condition.
Put your hand in your pocket and take action to make the disgruntled customer better off. As the old saying goes "Actions speak louder than words."
"On the call you’ll be hearing Jay and I actually gift you an internationally recognized training program that over a 1,000 people have paid $25,000 a piece to experience. The only way you’ll qualify to receive it without extra charge is if we have a record of your email on file before you listen to the call." (Update 3 February 2008 - sorry but this is misleading. I have now listened to the call and it is a bonus for buying and from memory I am pretty certain that it was part of the original offer. Naughty.)
Now that does sound like a great apology.
The blog doesn't say what but could this be the recordings from one of Jay's ultra expensive conferences?
Isn't that something that you would want to get?
Having wasted people's time, they are now paying for your attention. Clearly the 3,500 extra people who brought the system down will have to come back and register but so can you.
The details are on the Strategic Profits blog.
Do you have two hours to spare today to hear what is supposed to be a great call?
Update 1 February 2008
The situation is going from bad to worse.
After what I thought was a good service recovery with a clear explanation and a promise to make amends, the Strategic Profits blog is filling up with more complaints.
I never received my email telling me of the three calls and because I am a morning person gave up at 10:15 pm GMT rather than waiting longer for the email. Six hours later there are still no emails or official communication on the blog.
This highlights the problem of rushing to make things right - remember the adage "proper planning prevents particularly poor performance."
Is It OK To Provide A Worse Service Because It Is Free?
Some very kind people are posting on the Strategic Profits blog reminding us that it is free but do you think that is a valid excuse?
The only reason it is free is to promote the Maven Boot Camp at the end of the Strategic Profits conference later this month and a follow up home study kit.
First impressions count and anyone new to Rich Schefren and Jay Abraham will inevitably base their opinion on this whole experience and have doubts about committing large amounts of cash. This temporary hiccup is not doing them good with people who haven't built up a huge store of goodwill.
Replay Of Calls Now Scheduled For Friday, Saturday & Sunday, February 1 to 3 2008.
I have just seen a subtle change in the Strategic Profits blog aided by the fact that there is now a banner.
Find out more details about the maven making course with Rich & Jay.
Don't miss this great Jay Abraham video.
Don't miss the opportunity to download a free 35 page Jay Abraham PDF called the Windfall Profits Paradox