Archive for the ‘user error’ tag
Here’s one strategy for handling returns from unhappy customers:
Let them know you don’t accept returns. Explain that it must be a user error. Explain that the customer must have lacked care or intelligence or ethics. Explain that you’re willing to accept a return, but just this one time. And finally, explain that you’re now going to put the person on a list, and you’ll never sell to him ever again.
Do all this in one continuous statement, without pausing for a response.
This has happened to me more than once.
What puzzles me is this: if you’re going to give the customer a refund, why not make them delighted by the process? Why not create an aura of goodwill? At the very least, both of you will have a better day. Even better, perhaps one day someone will mention your company to this former customer–I wonder what he’ll say?
One tip: if you say your meta-goal out loud (or jot it down) before you start an interaction, you’re more likely to consistently create the outcome you seek, not the one you hyperventilate yourself into.
Cloud-based social media data backup service Backupify released a new report on data loss via Google Apps services.
Backupify’s service works by creating a backup archive of all the information from a person’s various social media and web application accounts. The archive of information includes data from Facebook, Twitter, LinkedIn, Google Apps accounts and others. Users can also download local copies of their data in addition to having it stored.
Backupify’s report, titled “Causes and Solutions for Google Apps Data Loss,” is intended to help advise IT professionals about data loss concerns when transitioning to the cloud, according to the company.
The information within the report is derived from over a hundred data loss incidents reported on the Google Apps help forums. The research shows that 63 percent of data loss incidents occurred due to user error (accidentally deleting something), eight percent was attributed to hacking and three percent due to a third-party app that corrupted the data. Of all the incidents studied, all of them were beyond Google’s control — meaning there was no way for these particular customers to resurrect their lost data.
Check out the infographic displaying some of the data from the report embedded below.
Tee Morris, well known author/podcaster/blogger and more, starts with his computer locked and a screenshot with some humor about scanning his fingerprint, voiceprint, height, weight and more humor. After some biological deposits, he is allowed in his computer. His point is how we are fighting against being active in social media without revealing too much information.
Passwords was the first forefront in his fast (30 minute) session. The bother of strong, unique and hard to guess passwords versus usability for the average user. The butterfly growth effect:
- social bookmarking
- social networking
When is information too much information. How much is too much is the question we need to ask ourselves.
What is social media up against in common attacks? Denial of Service (DOS), phishing scams, spammers, SQL injections, XSS.
So what do we expect from our vendors of the software? Updates, security patches and even plug-in updates. Privacy filters and application management. Overall what we need from any vendor, common sense.
User error was hitting the timeline of this blast session. The rest of the session had to move to the outside error.