Recently, my out-of-warranty PowerBook stopped working properly. I suspected a dying hard drive. I performed a final series of backups and immediately began looking for an overnight repair service.
First, I tried to visit PowerBookResQ, which has received rave reviews among users over the years. I say "tried" because the Web site was down. So I called instead and left a voice-mail message.
Second, I ran a Google search and found TechRestore. I clicked on the ad to find a poorly-designed Web site that didn't answer all of my questions. So I called and left another voice-mail message.
Third, I visited some Mac Web sites and found an ad for a company called MacService. Finally, a well-designed Web site! However, I couldn't find any user reviews on the Internet so I decided to call. A human being — strike that — a knowledgeable human being actually answered the phone and answered all my questions.
At this point, PowerBookResQ returned my call, but it was too late — MacService had me at "Hello." I placed an order on MacService's Web site and dropped off my PowerBook at FedEx. (TechRestore also returned my call, but not the same day I left my message.)
The next day, MacService e-mailed me to let me know that the hard drive was indeed the culprit. The day after that, I received my PowerBook with a new hard drive. MacService also cleaned the exterior of my PowerBook — it looked like new. My PowerBook has worked well ever since.
This Post is not just about overnight laptop repair services. It's about marketing and service, and how they must work together. You can provide the greatest service on Earth, but it won't matter if prospects cannot find you on the Internet. Likewise, you can have the world's most pervasive advertising campaign, but if your service doesn't measure up, word of mouth from disgruntled clients will eventually catch up to you.
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