Category Archives: Uncategorized

How NOT to engage your customers

Yesterday, I ordered a USB hub from Amazon and was promised a 24 delivery using Amazon Prime. That’s cool, I wasn’t expecting the device until maybe Wednesday, but thanks for the deal! Except… that’s not what happened. It seems there was an accident or my package was lost… but I’m not sure what happened, and I’m even more lost as to my next steps. Let me share what I have heard, and why Amazon makes these RARE scenarios impossible to figure out as a consumer.

Out for Delivery!

This is now the email we receive to know that the magic folks, the delivery people, are going to visit our doorstep today and drop off the packages we ordered. We consumers have been trained to keep an eye on the front door, sometimes even with a camera, to prevent our packages from being stolen. I received this email early in the morning:

Now we’re talking!

The Yellow Ring

An Amazon Echo with the Yellow Ring

At 1pm today, while grabbing lunch, I noticed the Echo device in my kitchen was flashing a yellow ring. What the heck does that mean? I opened the Alexa app on my phone, and there was an indicator next to “Activity” when I clicked that, there were no messages or notifications there, but the yellow ring stopped. I checked the ‘Track Shipment’ button from my original email and it reported that my package would not be delivered today. Oh… ok… no big deal, I’ll get it tomorrow I guess.

The Super Bowl started, and my Echo started with a yellow ring again. This time I reached out to folks on Twitter and searched for the meaning of the yellow ring and how to decypher it. I was directed to ask Alexa for messages, and she reported I didn’t have any and stopped flashing. Strange again.

This leads to a real problem in my mind as the consumer: why was this yellow ring appearing, where Amazon is trying to communicate something to me without ANY directions, any indication in the companion app, nor any email that correlates to it if I DIDN’T own the Echo device. Something smells fishy, and I start to lose trust when I get half-hearted attempts at communication from customer service.

Package Lost Email

At 11pm, received the dreaded ‘Package Lost Email’, after the package was promised to be delivered by 9pm. I’m not upset, but more annoyed and think to myself: It’ll be here tomorrow… right?

I clicked the ‘Contact Us’ link to figure out the next steps. Not a problem… but why is ‘Track your package’ so prominent and happy looking when CLEARLY there is nothing to track. In fact, here is what ‘Track your package’ shows:

Right… got it… can’t be delivered and you can’t tell me anything more. After I clicked the ‘Contact Us’ link I’m greeted with this:

Once again: ‘View Tracking details’ is prominent and right there highlighted as THE action to take. It leads to the previous screenshot, an obvious dead-end. The second option clearly isn’t the answer here either: ‘Return or replace in 3 easy steps’ as I’m not returning or replacing anything – it never made it to me. There’s no feedback for me to leave for the seller either: it was lost in transit.

My only option is the ‘Tell us more’ combo boxes at the bottom… there’s just one problem: I don’t know anything about what happened to tell Amazon!

This is all happening before I expected to receive the package, so I’m not angry about the package, but now I’m annoyed because I’ve fallen into a customer service problem that screams “we don’t appreciate you”

What am I supposed to tell Amazon about a problem that I am visiting their website to learn more about? Don’t they know the problem with this order? There are “12 more items in stock!” as their helpful order page reminds me. Why not just ship another one and not even route me through this nonsense?

How Jeff Would Solve This

This is a HUMAN problem… not a technical problem. There are accidents, missed connections, and things break all the time. We all understand that, and occasionally these things happen.

Customers know NOTHING about your company’s processes, and quite frankly they don’t care. How can you keep them happy when something like this happens? A simple email similar to the following would have made this 100% better:

“Mr. Fritz, we’re sorry but there was a problem with delivery of your order today. We will attempt to re-deliver it tomorrow. Our apologies for this incident, and to show our gratitude for your patience, we’d like to give you a gift card credit for 20% of the value of the package that should have been delivered today”

Simple… I don’t care about what happened, and I’m getting a little thank you credit that I’ll use with some of my own money in the next few weeks to buy something else from the service. Customers are EASILY pleased when you work with them, hide your politics and processes, and give them CLEAR directions on next steps.

Summary

I’m still clicking around this website trying to figure out the best step to take to understand what I can and cannot do to have my package delivered. It’s late… I’m tired… and I know I won’t receive the package tomorrow regardless of what I do on this website. I’ll figure it out some other day, because at this point its a waste of my time

Workshop with Sara Ford

The Free C# Virtual Workshop – from Basics to Experts

It’s no secret:  I’m really enjoying my Live Coding Stream.  There’s something invigorating about spending time with friends and writing code together.  I’ve had guests on the show to teach about various topics, and show us how to improve our code.  But every now and again, I get the itch to REALLY teach.. and I plan a full-day workshop.

On Friday, May 18th I hosted our second workshop on the stream.  This C# Workshop covered items for beginners, intermediate developers, and even an advanced topic or two.  I originally planned the event for 8 hours with 8 different guest pair-programmers, but we hit a milestone of 1,000 subscribers on YouTube and I had a ninth speaker asking to join the event.  How could I refuse Scott Hanselman asking to join and show how to apply your C# skills to a Raspberry Pi device?

Continue reading

Starting to Stream

I’ve taken some inspiration from my friend Suze Hinton, with a little encouragement from my other friends Carl and Richard, and started streaming some live coding exercises.  I’m going on Twitch and showing my Visual Studio along with a camera on my face and writing some code.  You can find my stream at https://twitch.tv/csharpfritz go ahead over there and click the follow button so that you can receive notifications of when I’m going online.

My First Twitch Stream

My First Twitch Stream

On today’s stream, I wanted to configure continuous integration for my current open source project, Fritz.ConfigurationBuilders.  I tried setting up Visual Studio Team Services, but ran into an issue where the build agents don’t yet have .NET Framework 4.7.1 installed and ready to go.  Instead, I reverted to using AppVeyor and used their service for open source projects to build my project whenever there is a change in GitHub.

I’m not sure yet how frequently I’ll stream, but I’d like to do it twice a week just before lunch time on the East Coast.  We’ll see how it goes, and I plan to make videos of every broadcast available for download and perhaps even as a podcast.  I’ll measure whether to do that based on interest.

Update: I have started exporting broadcasts to YouTube, and have corrected the link to today’s stream so that it connects to the YouTube video.  Twitch doesn’t keep past broadcasts around for long, and YouTube keeps videos permanently.