Customer service?

Last weekend, I helped my parents set up their NetZero dial-up internet access. (It felt so 1990’s!) 🙂

The process went pretty smoothly…much to my mother’s irritation. (She’d spent 4 1/2 hours the night before trying to do it. Mom, you’ve gotta plug the phone cord into the laptop!)

But it also had example of the current (dismal) state of customer service.

NetZero noticed the program I was using was out of date and IE wasn’t loading properly. So they had a helpful screen showing me the link for the updated version and telling me how to install it.

But down at the bottom of the screen that shows up if you are having problems connecting to the internet, they said something like, “Need help? You can reach our free customer service by emailing us here at”

Sheesh. If I’m having trouble with the internet, how am I going to email!

It’s like when your internet connection is down so you call your ISP. Why do they have to point out that “most of the answers” to my questions are conveniently located at their website.

It doesn’t even feel better to yell, “If I could get to your website I wouldn’t be calling you right now!”

I sure am glad most of my life goes much more smoothly than this!

Marc A. Pitman

Marc A. Pitman helps leaders lead their teams with more effectiveness and less stress. The author of "Ask Without Fear!®," he is the founder of The Concord Leadership Group and He's also the executive director of and an Advisory Panel member of Rogare, a prestigious international fundraising think tank. He is the husband to his best friend and the father of three amazing kids. And if you drive by him on the road, he’ll be singing 80’s tunes loud enough to embarrass his family! You can connect with him on Google+, on Twitter @marcapitman, and like "Ask Without Fear!" on Facebook. To get his free ebook on 21 ways to get board members engaged with fundraising, go to

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