great customer service at eng-tips

by Nate Hekman on February 7, 2008

I had one of those too-good-to-be-true experiences today that I just had to share. 

I often browse the eng-tips forums to get a feel for how people are using our software, and once in a while there are questions that are sufficiently non-engineering-oriented that I’m able to help answer them.

Yesterday I responded to a question and included our email address in my response.  Oops, big no-no!  I got a cordial but firm email from Dave Murphy, eng-tips CEO, saying no email addresses.

I apologized and posted again with something vaguer like “feel free to email us”.  That got a harsh (his word!) email from Dave and a warning of dire consequences if I tried again.  Ouch!

Through clenched teeth and with hurt pride I emailed him back, kept my tone professional as best I could, and asked how I should word my next post.

And surprise of all surprises, within a few minutes Dave was on the phone with me.  Not blocking my account, just making sure we both understood each other and explaining what kind of technical discussions he expected on the eng-tips forums. 

I was floored. 

Dave Murphy, CEO of an active engineering forum, took the time to look up my number, pick up the phone, and call some faceless newbie user of his forums. 

Now that’s customer service.

{ 2 comments… read them below or add one }

1

noname but fact 02.07.10 at 3:43 pm

Eng-Tips does not collect phone number at registration, how could D.M. figureed your phone number. Through email address? Sounds phoney. Also counters many other’s experience.

2

Nate 02.08.10 at 9:58 am

In my reply on the forum I did not hide the fact of who my employer was. I presume Dave went to our web site to find our number. I can’t comment on other’s experiences, but this was mine and I was impressed.

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