Comments on: Make It Easy for Your Customers

By: This Ain’t Your Grandma’s Library :gatherthing

This Ain’t Your Grandma’s Library :gatherthing — Fri, 07 Nov 2008 18:00:59 +0000

[...] need to make things easy for our customers very much like this, and be careful to avoid situations that paint us in a less than stellar [...]

By: sarahcook11

sarahcook11 — Fri, 17 Oct 2008 20:18:13 +0000

Thanks for sharing. I have heard so many horror stories about jury duty that I have always assumed that it would be a nightmare to try to postpone or cancel. It’s nice to hear about a positive experience.

By: Shashi Bellamkonda

Shashi Bellamkonda — Fri, 17 Oct 2008 13:57:59 +0000

Hi Chris,

Thanks for posting on this positive experience. Mass Jury commissioner Pam Wood deserves kudos for not only making it simple but also for reading blogs and commenting on them :)

Thanks,

Shashi

By: Donny-MarketingTwin #2

Donny-MarketingTwin #2 — Fri, 17 Oct 2008 02:57:33 +0000

Chris, perfect post about keeping it simple. One time, I had a customer tell me they did use email marketing and I could sign-up at their website. After 10 minutes of searching (if I hadn’t wanted to receive their emails to critique them I never would have stayed that long), I called her and expressed my frustration. She navigated me to 3 or 4 pages deep into their site and then I scrolled to the bottom of the page. Wow!

Speaking of that, I probably should go check our site as well! Thanks for the prompting!

By: Keith Monaghan

Keith Monaghan — Thu, 16 Oct 2008 20:26:01 +0000

Chris,

Glad to hear you had a great experience with massjury.com and kudos to Pam Wood and her team for getting it right!

Your experience brings to mind something I’ve tried to push with employers and clients over the years: the customer experience is a major part of your brand–maybe the only part, as far as some customers are concerned (Amazon, anyone?).

A shiny identity & logo are nice, but I’ll take ugly with great service over them any time.

Not that massjury.com is ugly, but you know what I mean :-]

By: Rebeca Trautner

Rebeca Trautner — Thu, 16 Oct 2008 15:49:12 +0000

I had a great online experience on the NYC Gov website this morning. Silly me didn’t pay close enough attention to the signs in the Little Italy section of NYC so I parked in a commercial loading/unloading spot and was subsequently gifted with a $95 ticket. Granted, we had just finished enjoying my favorite cannolis on Mulberry Street and I was feeling pretty on top of the world, so it put a bit of a damper on an otherwise happy day.

I grudgingly logged onto the website today to pay the ticket and was surprised how easy it was to find my violation in the system, and how quickly I was able to pay it. It was such a swift transaction, I was pleasantly surprised.

I never thought I’d come out of paying a parking ticket feeling satisfied with the experience.

By: Pamela J. Wood

Pamela J. Wood — Thu, 16 Oct 2008 15:48:37 +0000

Thanks for the kudos! We worked very hard to make this website as user-friendly as possible, and it’s great to hear the positive feedback. Good luck with your jury duty — based on the feedback we get, I’ll bet if you’re lucky enough to be impanelled on a jury, you’ll find it to be a very interesting and empowering experience.

Pam Wood, Jury Commissioner for the Commonwealth of Massachusetts

By: Meredith Gould

Meredith Gould — Thu, 16 Oct 2008 15:37:40 +0000

Well here’s a scary hot flash: in New Jersey most appellate work done by contract attorneys is done via snail mail and worse. Appendix materials have to be numbered by hand, invoices have to be written up on carbon! paper forms, briefs may not be filed (even with a protected/locked PDF format).

But, hey, paying NJ state taxes takes only a few clicks online. Go figure.

By: Ryan McLean

Ryan McLean — Thu, 16 Oct 2008 15:08:33 +0000

This is so true, I love how such a simple example can turn into a lesson for all of us. I released my first ebook today called “Make Money Commenting” and I am learning how to make it as easy and simple for people as possible. Thanks for the tips

By: amyz5

amyz5 — Thu, 16 Oct 2008 15:08:14 +0000

amazing right? had the same experience with NY DMV and the VA for a an elderly neighbor.

it’s about time.

now can we talk about the docs office without a computer that i visited awhile back. he was young, an up-and-coming star specialist in an upscale NY suburb and he told me it was because he did not need one.

Ummmm… yes you friggin do! big bad insurance co. does not want to FAX the referral dr. dinosaur.

oops sorry, too much rage.