PerfectDisk Blog from Raxco.com| Defrag Software

Business Week snubs PerfectDisk

                            

Sure, how else are we, who pride ourselves in superior customer service, supposed to feel when we don't see our name listed in Business Week's March 2nd cover story on Extreme Customer Service -- In a Tough Year, 25 Companies That Get it Right? Okay, never mind the fact that the 25 companies listed are multi-billion dollar companies. Companies like #1-rated Amazon,com, The Ritz-Carlton, American Express, BMW and Apple. This is the kind of story that really grabs our attention, because customer service really is important to us and we try hard to get it right. And we think we do, most of the time. And when we don't, we try to fix it, whatever it is.

                                 

So we'll just carry on without the cover story recognition. And we'll do what the Business Week champs are doing...."flexing our workforce" (we've added service and support staff), "technology investment" (we're expanding a new CRM system, utilizing direct remote assistance more), and "babying our customers" (just ask them or see the online reviews people post unsolicited). We have a rapidly expanding online user community where users can express views and exchange ideas.

No, we don't always get it right. Which is why we're out there listening and continually trying to improve ourselves. And when we mess up, we hear it. And we try to fix it.

                  

Okay, here's the article if you want to read it. Interesting stuff, even without a mention of PerfectDisk or defrag.

Does customer service still exist?

That's the question Tom Smith, Information Week's online Editor in Chief poses to his readers in his blog this week - check it out here. There are a lot of horror stories Tom brings up, as well as his readers. Service in the IT field would seem to be in a somewhat sorry state. And Tom wants to know readers' thoughts, including companies that stand out.

Technical support and customer service is one area (besides product quality and capability of course) where Raxco Software does try to differentiate itself - and for the most part, I believe we truly do. Are there people out there (perhaps reading this) who have had a bad experience with us and think we're no good? Yes, I'm sure. But I feel confident saying that there are far more that feel otherwise - you can see some here. Not a day goes by that we do not receive multiple emails - unsolicited - that tell us our service is superior.

I'm not writing about this as an advertisement. It's to tell you that we do truly value superior technical support and service, and it is at the center of everything we try to do here. And to tell you that if you do not receive support and service that is not exemplary, we want to know about it. Because we will try to correct it. Does that make us perfect? No, by no means. But it does mean we will do whatever we can to try to help our customers now and in the future through ongoing improvements to our infrastructure, processes, systems and people.                                          

Outside of the IT world and my job here at Raxco, I run into all kinds of service problems that I find incredible are not an embarrassment to companies. It's a constant reminder to do everything we can to make sure Raxco does not follow that path.

I hope we are meeting your expectations.

We're almost there -- really

We are planning to release a new build of PerfectDisk 8 next Tuesday. This new build will correct some bugs with the GUI resizing and positioning, and will also contain some performance enhancements. I appreciate that many of you have been frustrated by the resizing problem and thank you for your patience as we also address some other issues to bring you the best product we can.

Thanks for your continued support.

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