on, but I believe in both automation and service. Some people want to call someone on the phone before they sign up for anything online. Customers beware: The biggest, most respectable companies on the Internet are even harder to talk to than your phone company. Small scam-based companies are extremelyCustomer service is everything to a business. Just look at big, successful retail chains: They let you return perfectly good merchandise just because you changed your mind. Is that insane? Yes, pretty much, but it's also good customer service, and it's a good investment, and the "secret" of success, for a lot of big companies.

Let's turn to the Internet. I find that the vast majority of companies selling things on the Net can't be contacted at all. Not presale, postsale, or anywhere in between. The only time they talk to you is if you get really angry and start complaining. Everyone else is apparently seen by customer service, but ignored.

Even if you're using an autoresponder to handle 99% of your customers automatically, the least you can do is try to personalize the messages based on whatever meager information they've given you. While I'm at it, what's wrong with allowing people to contact you on the phone if they're getting frustrated? Does this increase or decrease the chances that a person will develop a vendetta against you and your company? I think the answer is obvious.

Most Internet companies simply do not offer personalized service. It might sound like a contradiction, but I believe in both automation and service. Some people want to call someone on the phone before they sign up for anything online. Customers beware: The biggest, most respectable companies on the Internet are even harder to talk to than your phone company. Small scam-based companies are extremely

a lot of big companies.

Let's turn to the Internet. I find that the vast majority of companies selling things on the Net can't be contacted at all. Not presale, postsale, or anywhere in between. The only time they talk to you is if you get really angry and start complaining. Everyone else is apparently seen by customer service, but ignored.

Even if you're using an autoresponder to handle 99% of your customers automatically, the least you can do is try to personalize the messages based on whatever meager information they've given you. While I'm at it, what's wrong with allowing people to contact you on the phone if they're getting frustrated? Does this increase or decrease the chances that a person will develop a vendetta against you and your company? I think the answer is obvious.

Most Internet companies simply do not offer personalized service. It might sound like a contradiction, but I believe in both automation and service. Some people want to call someone on the phone before they sign up for anything online. Customers beware: The biggest, most respectable companies on the Internet are even harder to talk to than your phone company. Small scam-based companies are extremely

parently seen by customer service, but ignored.

Even if you're using an autoresponder to handle 99% of your customers automatically, the least you can do is try to personalize the messages based on whatever meager information they've given you. While I'm at it, what's wrong with allowing people to contact you on the phone if they're getting frustrated? Does this increase or decrease the chances that a person will develop a vendetta against you and your company? I think the answer is obvious.

Most Internet companies simply do not offer personalized service. It might sound like a contradiction, but I believe in both automation and service. Some people want to call someone on the phone before they sign up for anything online. Customers beware: The biggest, most respectable companies on the Internet are even harder to talk to than your phone company. Small scam-based companies are extremely

contact you on the phone if they're getting frustrated? Does this increase or decrease the chances that a person will develop a vendetta against you and your company? I think the answer is obvious.

Most Internet companies simply do not offer personalized service. It might sound like a contradiction, but I believe in both automation and service. Some people want to call someone on the phone before they sign up for anything online. Customers beware: The biggest, most respectable companies on the Internet are even harder to talk to than your phone company. Small scam-based companies are extremely

on, but I believe in both automation and service. Some people want to call someone on the phone before they sign up for anything online. Customers beware: The biggest, most respectable companies on the Internet are even harder to talk to than your phone company. Small scam-based companies are extremely likely to have a toll-free number.

Sole proprietors like me don't want to get phone calls all the time, so I don't show you my phone number. Of course I have a phone number that you can call, but you have to commit a little bit of effort to get it. First, send me an email with your question or complaint, and explain why it would be easier to talk to me on the phone about it. Give me your number and I'll call you. If you're afraid to give me your number, ask me for mine and I'll probably give it to you, if you don't sound like a crazy person. You can also talk to me on AOL Instant Messenger, which is a free download with only a little bit of adware/spyware. (I hate AOL in general, but AIM is less of a spam magnet than ICQ.) Just get my contact info from the little "contact" link on this page.

I mentioned that you can make autoresponder messages personal; In fact, personal enough that some people think you're sitting there typing them in and hitting the "send" button. This can only be done by acquiring extra information from the customer. The type of information depends on what your mailing list is about. In the case of my mailing list, this information mainly involves Internet, business,