Comments on: RIM: Customer Service Heroes http://saunderslog.com/2006/11/01/rim-customer-service-heroes/ A daily round table on the tech industry with experts and callers from all over the globe. Join us as we pick apart the news and get to the meat of what\'s happening out there. Fri, 09 Jan 2009 22:11:07 +0000 http://wordpress.org/?v=2.6 By: Ken Camp http://saunderslog.com/2006/11/01/rim-customer-service-heroes/#comment-57327 Ken Camp Thu, 02 Nov 2006 22:35:20 +0000 http://saunderslog.com/2006/11/01/rim-customer-service-heroes/#comment-57327 Alec, you are so right. In my experience, it's often not the copmany or the culture of a company> Customer service is really won and lost by individuals who will do what needs to be done and take care of their customers. For some that's a vested interest in their company's success and for some, it's just part of their nature. Too many companies don't understand how deep that commitment is. I'd guess that your appreciation for Sassan's work would easily follow him away from RIM to another company. His relationship has earned your trust and respect. RIM's lucky to have him. They need to know that and find a way to make more of their people behave that way was my real point. Alec, you are so right. In my experience, it’s often not the copmany or the culture of a company> Customer service is really won and lost by individuals who will do what needs to be done and take care of their customers. For some that’s a vested interest in their company’s success and for some, it’s just part of their nature. Too many companies don’t understand how deep that commitment is. I’d guess that your appreciation for Sassan’s work would easily follow him away from RIM to another company. His relationship has earned your trust and respect. RIM’s lucky to have him. They need to know that and find a way to make more of their people behave that way was my real point.

]]> By: Alec http://saunderslog.com/2006/11/01/rim-customer-service-heroes/#comment-57161 Alec Thu, 02 Nov 2006 12:55:19 +0000 http://saunderslog.com/2006/11/01/rim-customer-service-heroes/#comment-57161 What I think is cool, Arshad, is that we're not a big company. We're 12 people, who've paid $100 for license keys to use RIM developer products. Yet these folks at RIM understand that developers are the key to making their platform successful. And so they helped. It would have been really easy to say "24 hours is the best we can do", but instead I had an offer from Sassan, whom I have never met before, to drive 45 minutes in to his office (after 10 at night), and regenerate the keys. Since it could wait until the next morning, I declined. It was great, and I am very appreciative. What I think is cool, Arshad, is that we’re not a big company. We’re 12 people, who’ve paid $100 for license keys to use RIM developer products. Yet these folks at RIM understand that developers are the key to making their platform successful. And so they helped. It would have been really easy to say “24 hours is the best we can do”, but instead I had an offer from Sassan, whom I have never met before, to drive 45 minutes in to his office (after 10 at night), and regenerate the keys. Since it could wait until the next morning, I declined.

It was great, and I am very appreciative.

]]> By: Arshad Merali http://saunderslog.com/2006/11/01/rim-customer-service-heroes/#comment-57155 Arshad Merali Thu, 02 Nov 2006 12:28:59 +0000 http://saunderslog.com/2006/11/01/rim-customer-service-heroes/#comment-57155 Alec, it must be your charm and 'connections' that got YOU the level of service you received and of course deserve. However, to Ken's point, not everybody has expierenced the same level of customer service from RIM... the real heroes here are Dave and Sassan. Now, if only they can evangelize that sense of customer service throughout the organization; just think how much more successful RIM can be. Us shareholders would be very pleased also :-) Alec, it must be your charm and ‘connections’ that got YOU the level of service you received and of course deserve. However, to Ken’s point, not everybody has expierenced the same level of customer service from RIM… the real heroes here are Dave and Sassan. Now, if only they can evangelize that sense of customer service throughout the organization; just think how much more successful RIM can be. Us shareholders would be very pleased also :-)

]]> By: Alec http://saunderslog.com/2006/11/01/rim-customer-service-heroes/#comment-57048 Alec Thu, 02 Nov 2006 02:57:35 +0000 http://saunderslog.com/2006/11/01/rim-customer-service-heroes/#comment-57048 It really does boil down to the person and their commitment to service, doesn't it Ken? It really does boil down to the person and their commitment to service, doesn’t it Ken?

]]> By: Ken Camp http://saunderslog.com/2006/11/01/rim-customer-service-heroes/#comment-57047 Ken Camp Thu, 02 Nov 2006 02:53:50 +0000 http://saunderslog.com/2006/11/01/rim-customer-service-heroes/#comment-57047 Alec - This is a story I really appreciate, because myRIM experiences out here in the PNW are so far to the other end of the spectrum that I won't write about them online. They're that bad. Bad enough that I'm a Goodlink fan because of RIM. And I really do like much of what their architecture and approach can do. My negatives have all been people and responsiveness related. My headaches are in the distant past now, and irrelevant, but it's nice to hear good things about the RIM team. Alec - This is a story I really appreciate, because myRIM experiences out here in the PNW are so far to the other end of the spectrum that I won’t write about them online. They’re that bad. Bad enough that I’m a Goodlink fan because of RIM. And I really do like much of what their architecture and approach can do. My negatives have all been people and responsiveness related. My headaches are in the distant past now, and irrelevant, but it’s nice to hear good things about the RIM team.

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