Tomorrow afternoon, I’m interviewing Rick Klau of FeedBurner on a podcast that will be aired on Monday morning. This is your opportunity to go straight to the source. If you’ve got comments or questions for Rick about FeedBurner or… whatever… send me an email at email@example.com and I’ll get your question on the air.
Last call… Podcast at 1pm EST…
I lived in Africa for some portion of my childhood, so when I heard of Habari my mind kicked back into Swahili in which the phrase, “Habari Gani?” is a greeting akin to “How’s it going?” or more literally “What’s the News?”. As I flirt with treason, I look at the Habari Project – unreleased right now – and wonder what project I can consider using it on as opposed to WordPress. Like I said, flirting with treason.
The other day I posted about a friend, Thomas, who was caught in a customer service nightmare with HP. I won’t rehash the story as it was told here. In fact, I can tell you that much information was omitted (mostly inadvertently) and I don’t regret the story going to the front page of Digg at all. Sure, the Diggers were horrible in their behavior and I’m making a week out of that topic alone. However, I knew that that would probably happen going in as I watched the Digg numbers climb to the promotion threshold.
However, the point was to get eyeballs at HP and we did. Digg was the means to the end and though it was hard, there was no better way of making sure HP saw the story.
Recapping the story, Thomas misinterpreted the ship date on his HP laptop and did not realize the computer would be shipped on February 28 (today). This set him back but he figured that he could have HP change the shipping method to overnight in order to get the computer before he headed out of town on Monday. In communicating this wish, HP did not in any way accommodate him and in fact, threw up walls to push him off to other departments and representatives.
I made a big deal about that kind of behavior on this blog. To me, customer service does not always say that the customer is always right, but does work with the customer to find a tack that will please, primarily the customer, but also the service provider. In this process, that did not happen.