I use and promote a specific shopping cart quite a bit. I really like it and believe it is a great product. Often I am asked to compare it to other shopping carts out there for clients and one of the things I say is this one has awesome customer service.

Yesterday, I received this email and it really struck me wrong. I've removed all references to the specific program but wanted to get other's opinions. Here it is -


If you have hired a Virtual Assistant to handle your account for you, the following information is VERY important.

As mentioned in my last newsletter, this is becoming an increasing challenge for not only xxxxx but for YOU, the client.

Virtual Assistants who are not familiar with xxxxx are sending tickets to us requesting that we either call them or walk them through setting up a product or service launch for you.

This is not our responsibility nor do we have the man hours to provide this type of service.

xxxx is fairly easy to use and yes, there will be a question from time to time on how something works when previously *tested* and you experience something that isn't working properly for you but, a full training session is not available.

Within your account, there is a training guide available, as well as the help section and xxxxx support area where various questions have been answered.

If you are looking for experienced and certified xxxxx Virtual Assistants, please view the page here: xxxxx, these Ladies are more than qualified to help you with a successful Launch.

In the meantime, if you'd like to continue to work with your existing Virtual Assistant when it comes to xxxxx may I suggest that you have them register for the xxxxx Training here: xxxxxx

I take your business VERY serious therefore I hope you understand the importance of this message as well as the support that is available to your Virtual Assistant.

If you have any questions, feel free to contact us here: xxxxx

Thank you so much for understanding in advance,

That is terrible... and insulting... why single out the VA industry?? and I find it hard to believe that they were getting many requests from VAs to set-up options... come on!!!! It is very nice of you to block their identity because I would have blasted their name... sounds like they are trying to promote their own training???


Kim

Hi Michelle,

This is horrible!! I know that the Internet has been lagging behind when it comes to law enforcement, but doesn't this constitute some sort of infringement? In the outside world, you can combat this in court via slander and libel, but how do we combat this in the virtual world?

I'm not versed in the legal world, but as an armchair (Law & Order, CSI, NCIS) lawyer, this strikes me as somehow illegal. Of course, I may be talking out my you-know-what, but it's worth checking into.

I'm really steamed about this!

Let me know if you need help and I'll get everyone I know to mount an email response attack! (IMG:style_emoticons/default/fork_off.gif) to them!!

LindaQ

Everyone has the right to promote whoever they want but for a business to slam our industry and promote their 3 friends who have a VA business is wrong. Wrong for the business and wrong for those ladies to accept that kind of "referral"(if that's what you would call it).

I'm sure there are many VA's such as yourself, Karen, who support and promote this company. You should mount a full launch on their butts by the VA's who do use them or VA's you have sent to them and boycott them or send them a professional-but yet forthright letter/email telling them you know longer support their business since they don't support yours.

What they don't get is that the majority (85% or higher-just a guess) of VA businesses are legimate, professional, accomplished business (even corporations) owners who know their stuff (not clerical office workers) and we could run circles around this business owner, especially when it comes to business morals/ethics. He/she obviously owed these 3 ladies a favor but I, personally, would never accept a referral from someone who is slamming my fellow VA's. You are ALL my "sisters.....& brothers" and I would not "diss" any of you in that manner just for more business. THAT kind of business I don't need.

Just horrible-absolutely unprofessional! Can you send me a personal email to tell me the company? I'll never do business with them and I'm actually looking for a shopping cart site for one of my clients right now. I hope it's not them. UGH!

You're a hellava person for not revealing their name! I have lots of respect for you! I'm sure your feelings were hurt-but I have your back! (IMG:style_emoticons/default/bighug.gif)

Kris

Kim, you beat me to it! I also agree its a marketing ploy trying to discredit VAs (by implying we are all stupid) and that unless we have used THEIR training, we won't know what we were doing. SHAME on whomever in their PR/ADV dept that came up with that one!

Deb

Ok - so maybe it's not illegal, but it's highly unethical and I agree your a "hellava" gal to not reveal their names!

Linda

So, okay, I was not over reacting. Good to know. I did write the owner - who by the way I have spoken to on the phone/via email/smm etc and thought I knew better. My email to her:

As a virtual assistant who promotes **** often, I think this email is
offensive.


The answer:

Karen,

Does the below profile fit you? If not, why are you offended?

Secondly, my concern is always for the customer, my client. They are Va's who are telling clients they are familiar with **** when they're NOT! Then they have the audacity to tell us to call them and walk them through using *****. Offended you say?

Using people deceptively for whatever reason is not the way I do business, therefore WHEN it spills over into my business and harms my clients then quite frankly, I don't care who is offended.

I'm offended that you would write me such a message Karen. If this has nothing to do with you and you're not one of the VAs who do that then why should it even bother you?

Lastly, when you refer ****, refer it because you like the software and it serves a purpose NOT because you think you're doing me a favor. PLEASE, don't ever refer *****for any other reason than that. And when you do something for others, don't rub it in their face, do it from the heart and leave it there.


Ouch!

OH MY!!!!! This was not about you & her, this was about our industry. Talk about offensive, her 2nd email was worse than the first. OH PLEASE, send me a personal email and tell me who they are. I will never use a company who looks at things in this manner. She should said "I"m sorry that it offended you and thank you for your referrals and ............"

I understand why it's not right for us to slam other companies on the VA forum and I would not do it b/c of our rules, but I think this company deserves to be called out by our industry & on every forum directed towards our industry.

Wipe her off your plate, she's NOT worth spending any energy on her. This is a person who does not understand how to do business with other vendors. She thinks that she is helping her customers, but she is ruining a good relationship with prospective vendors or customers (we could be either one to her business).

SAD, SAD, SAD!
K.

Makes you wonder if they ever learned customer service? It's unfortunate that they don't realize that VAs often influence who the client selects as their service provider.

It's not nice to bite the hand that influences who pays for their services.

I agree K, my gosh!

Where I live its difficult enough to get clients interested in using a VA because they just are so unfamiliar with our industry. Letters such as that make it EVEN MORE difficult on those of us who are legit and take pride in our experience and the work we do!

I also agree her "response" was even worse than the initial letter!! I admire your restraint!

Deb

I'm going to play devil's advocate for a minute, here. Before everyone gets all indignant about the perceived slam on the industry, let's take a look at what this business owner said to her customers:

1. You may be hiring and paying money to someone who is not qualified to do what they have told you they can do.

2. Training guides and faqs are available through your account.

3. We do not have the time and resources to provide training to professionals who are not skilled in our product.

4. We can recommend the following VAs whom we know to be experienced and competent.

5. If you want to use your existing VA, we recommend this training class.


There is nothing in this email that is libelous. This person has laid out a concern that has come to light in her business (an increase in time spent providing support and training to professionals hired by her customers) and has offered some solutions.

The fact is, just as in all industries, not all VAs are good at what they do. I've known a lot of them, worked with a lot of them, and I can tell you that not every VA is a skilled professional. There are plenty of VAs who take on work they are not qualified to do because they are eager for the client, and/or need the income to pay their bills.

I realize this may not be a popular view, in light of all of the indignation that precedes my post, but if you look at it a little more impartially, I don't see a whole lot here to be mad about.

You did an excellent job playing "Devil's advocate", I calmed down significantly after reading your post. thanks.

I think that we are all offended because of the way it comes across! If it had been worded more like your example (minus the bullet points), perhaps it wouldn't have ruffled all of our feathers. However, I still find it wrong and the answer given was even worse. I've been in customer service for 30 years in just about every capacity and I would never talk down to my clients in the manner it was done here. This person needs serious help in communicating!

Linda

Wow. I could see the points she was trying to make, but the approach was lousy. The reply, however, was really the stunner.