At Orland Media, we promote “first class service” as one of our unique selling points. It might as well be unique, it’s so rarely encountered.
In this post we give some examples of what we mean by this, beginning with one of the number one annoyances you’ve probably encountered with other companies…
No automated phone system
When phoning many companies you find yourself confronted with a computerised menu system: “If you would like option A, press 1. If you would like option B, press 2.” Usually the options take much longer to describe than this, the tone of voice can be a little… frustrating, and the option you want comes last of all – or, even worse – not at all!
Once you have chosen your option, you are then presented with another fleet of options. Sometimes you don’t even know how many there will be until the prerecorded voice has finished reading them out. Probably again the option you require isn’t there, so you begin to randomly choose numbers.
This is all done to save costs. Effectively the obligation has been placed upon the customer to do the work of the company. Whereas there used to be a switchboard, now you must do the work yourself – although you never asked for it to be this way.
When you phone us you will either be put through to a standard answering service (which we try to avoid) or – more likely – you’ll be put straight through to a human being.
If it’s the answering service, we will return your call as soon as possible. And when we say that we really mean it. It will be as soon as possible (probably within minutes) and we will return your call. Those companies who don’t return calls don’t deserve business. It’s as simple as that.
No long holds
Having begun to hit random numbers through sheer frustration, you’re eventually put on hold while you are connected to “someone who can help you”. You are dubious about whether they will be able to help you, and in the meantime you are made to endure music you would never choose to listen to at an uncomfortably loud volume. This is periodically interrupted with a voice telling you both that you should be using the website instead and that your call is very valued. Familiar?
By the time you are eventually connected with a human being (if the line does not simply go dead), you’re in no mood for pleasantries.
There is no hold, no canned music. If you are answered directly by a human being (which we try to make the case) then that will be immediate.
Knowledgeable, clear speaking staff
You might, then – if you’re lucky – get to speak to a human being. You’ll probably find yourself connected to Mumbai, where the customer service department is located. The line won’t be so good, and you might not understand the operator’s accent. This, it is implied, is your own fault.
If you can understand the person assigned to your call, you’ll be hoping they are more expert than you in the issue at hand. But it might painfully transpire that they are not. They’ll ask you obvious things such as “Is your computer plugged in?” or suggest a brute force solution (such as asking you to completely reset your machine) instead of offering a skilled solution.
You might need to request that your call is escalated to a senior member of staff. Good luck!
Since we are based in England, in the United Kingdom, for telephone response we only employ people who speak clear English. This is so that there is a guarantee that they are easily understood by our customers (a “genuine occupational requirement”). You will be treated courteously and the person answering your call will not pretend to know things they do not. If they can’t help you themselves then they will connect you directly to someone who can.
How many times have you been asked to key in your phone number, only to then be asked to provide it again at a later stage? Or, been asked to fill in forms in triplicate? This kind of bureaucracy is pointless, inefficient, and frankly insulting when you probably have better things to do.
We make a point of avoiding asking you to duplicate information. Wherever possible, we use our initiative and connect the dots. We might ask you to confirm information, but we don’t ask you to duplicate it when it’s obviously going to be the same.
It has become fashionable for people who don’t even know you to address you with your first name, as if they are your friend, as if you are not paying them money and as if you are on an equal footing. Also, in meetings, you might find you’re not introduced to everybody, and you are just expected to magically know who they are.
This is not the way we operate at Orland Media. If we take on your business, then we regard you as having become part of a special group of people deserving of special treatment. We will address you formally until asked to do otherwise. You are our customer. We are the specialist in our trade and we’ll advise you, but we’ll be sure to always treat you with the utmost respect and courtesy.
For initial meetings you will be given clear directions to our offices, a smart room will be reserved and you will, of course, be properly introduced to the people in the room. For subsequent, perhaps online virtual meetings, as work progresses, you will be kept fully informed, not kept “in the dark”. We believe openness and clear communication are the best policies.
Money back guarantee
Once you have bought something you may find there is no recourse if you find the service is not exactly what you required. You can’t cancel it – you might even be locked into a six month or one year contract. With telephone service of the kind outlined above, you’ll feel trapped. It can even be hard to escape, with hosting providers refusing to release domain names and automatically taking renewal payments.
Currently, we don’t automatically take any payments from anyone. For our development work we issue invoices, and for our hosting packages we send reminder e-mails and our customers login and make payments annually, online. We don’t even store credit card details, so we can never take your money without your authorisation.
Not only this, but we also offer 30 day money back guarantees on all our hosting packages. This means that if, for some reason, you find the package doesn’t suit you, then we’ll be happy to refund your payment in full.