A very good story by Simon Avery on the state of Dell.
by Jeff Jarvis
Forget consumerism. We’re not just consumers anymore, as Doc Searls has taught me well. We are customers with our money in our fists, spending it wisely and joining together to spend it more wisely. And we are producers who can compete with the companies that thought of us as mere consumers.
So nevermind caveat emptor. This is the age of caveat venditor — let the vendor beware — and caveat creator.
But too many of the the venditors and the creators don’t realize it. Witness this open letter to me from Amanda Chapel, a PR person calling herself the Strumpette, who is desperately trying to fend off the ratty masses now known as empowered customers at her clients’ gates. She is emblematic of old one-way companies and of the PR people who tried to protect these companies from their customers with a shield of spin.
Chapel is disgusted by the whole Dell Hell affair and because of it she calls what I write the Communist Blogifesto and calls me “some malignant corporate subversive” (which, I suppose, beats “worm“).
Listen to yourself: “behind me a mob with pitch forks and torches storming castle Dell;” “we are the bosses now;” “companies have the opportunity to hand over control to customers.” That’s not inspiring a “conversation” comrade; you’re yelling “fire” in a crowded peasant theatre. And that’s it! This is all really about audience and venue. The “revolution” you promote is about a mob and leveraging its disappointments, hopes and fears. . . . What “Wake up Corporate America, You’re Being Watched” is all about, is inciting a riot and boldly trying to hold the theatre owner hostage. The message is clear: “Surrender your property, or else!”
No, we’re just leveraging our money, our property, our collective buying power, our wise crowd, and our voice. If we get good products and value for our money, we’ll buy more and can now tell others to do so; we can market your products, if they’re any good. But if we get bad products and service and value for our money, then we have every right to be mad and to warn others — our friends.
That’s not a mob, ma’am. That’s a market.
Chapel insists that companies should not care about their customers, only their stockholders (whom she mistakenly lumps together as “the bank”).
As it relates to Dell, you think Michael Dell gives a shit about you. He doesn’t. He reports to the bank. He cares about Wall Street. I, the stockholder, am his main concern.
I respond in her comments:
Michael Dell may very well not give a shit about me or his customers. Seems so. But if that is the case, then he won’t have much of a company anymore and he will ill serve his stockholders (not bankers).
No, you’re wrong, the customer is ultimately in charge. It’s my money. I won’t give it to Dell because I don’t trust Dell. I know more people who won’t either. He doesn’t run a monopoly; he’s not in charge of the cable company, phone company, or even newspaper. We have choices. That is the ultimate power.
And she responds, in turn:
No. That’s a fallacy. He should care about a good product and an identified market. That does NOT necessarily mean individual customers. . . .
You have one vote. I suggest then that you don’t buy Dell. Period.
Anything more than that is an attempt to hold Dell and its shareholder hostage. We don’t owe you anything!
You — since you to speak for Dell — owe me a product that works. You owe me service that serves. You owe me reliability and value. You are the ones holding me hostage; you have my thousands of dollars and I have your bad products. I not only have the right but the responsibility to tell others about my experiences with Dell.
But I’ll say again that I didn’t organize that mob. The mob organized itself; I merely provided the convenient town square on which to light those torches. This is how the internet works: It brings us together and we learn from each other.
You see, in the old days, you could screw one customer with one bad product or you could insult one customer with bad service. But no more. Now, when you deal with one customer, you deal with all customers.
That, ma’am, is the real public relations. That is dealing with your public as your customers.
And that is the real branding. Your brand is your reputation, your trust, your value. You don’t own your brand; your customers do.
But Chapel hates such talk. She says:
In business, “control” is a fiduciary responsibility. Stock is property. Management is paid to increase the value of shareholder property AND to act as custodians. It is a “duty.” Simple as this: this whole “ceding control” and “open borders” mentality, at the very least, threatens shareholder property. Hype aside, the downsides of your revolution are fairly predictable and surely greater than the yet-to-be-measured upsides. Imagine shareholder activist(s) sharing the podium fully with the CEO. That’s just plain silly. It will happen the same day the CEO decides to blog the annual meeting. NEVER!
Here she is mixing the roles of customer and stockholder. But nevermind. Let’s keep going:
Here, this is the linchpin to your whole argument. You grossly overestimate the value of the customer relationship. Excuse me, businesses don’t really want “relationships” with their customers. It’s too expensive, it’s too messy and the return is nominal at best. Not even the most prolific hooker wants a personal relationship. Our job is to anticipate needs/wants/desires and then present clients with something special. If I did my homework, I will be rewarded; if not, I will be punished. The money is on the dresser. End of transaction.
No. Business Week reported recently that the stocks of companies that have a reputation for building strong relationships with customers outperform those of the rest of the market. Your customers are your business, damnit. And businesses that don’t understand that — monopolies aside — will die miserable deaths.
But what you are proposing is actually more than an added burden of a personal relationship… it’s a platform that actually servers to organize the wackos. It gives them (you) a big microphone to express social retribution. You expect me to let you and your mud-booted-torch-bearing mob into my house?! If I run out of shotgun shells maybe.
What’s that empty clicking sound I hear? We may be wackos or worms but we have the money you want. Nya-nya-nya.
It’s amusing that Chapel calls all this communism. It’s the ultimate in capitalism. Capitalism is all about choice and we can choose not to give our money to companies that give us bad products or treat us badly or even that do not listen to what we want.
Which brings me to how I, the stockholder and Michael Dell’s boss, would have responded to you, Edelman and friends, and your reaction to Dell’s new blog. I’d have ordered the thing shut down immediately. I’d fire the idiot who launched it in the first place. As you noted in your letter to Mr. Dell, he closed down one of his consumer forums and has a corporate policy of not talking to your customers on blogs. Michael’s smart. And he’s doing exactly what we pay him to do.
What we see here is not only the death of the old f-you company but also of their court jesters, the old-style flacks. Painful to watch, isn’t it?
: LATER: Scott Karp does an excellent job cutting through the crap and clouds to get to the point:
eff Jarvis and Amanda Chapel (aka Strumpette) are going at it over the Dell issue and in the process are stirring up such a heavy cloud of ideology that it’s hard to get your bearings. I thought it was worth trying to boil it down to some simpler, less ideologically-colored observations and lessons:
– Companies used to be able to get away with making crappy products and offering crappy services because they were able to mass market people into submission and because consumers didn’t have a way to make their unhappiness widely known.
– Thanks to the proliferation of content (both “professional” and “consumer-generated”) and content channels, mass media and thus mass marketing are now dead, so there is no longer an effective way to sell crappy products and services.
– Through blogs, video sharing, and other platforms for cheap content creation and distribution, individual consumers now have a powerful way to spread the word on crappy products and services on a large scale.
The lessons for companies:
1. Make better products and offer better services, or your business will likely suffer.
2. If you make mistakes, listen to your customers and fix the mistakes.
There it is a nutshell, without a single “ism.”
I think his second bullet, about teh lost of an effective way to sell crappy products and services, is important and new to this discussion.
Dell bloggers, I hope you are prepared for a sure flood of comments from customers with their specific sagas of woe. You’re going to have customers who will want answers to their own problems or who will want to hear about changes at Dell that will solve the problems they’ve had. It’s starting already. See this comment:
So please use this blog to tell us, *specifically* what is Dell doing to improve in this area? When will we, as customers, see significant change in this area? Is there light at the end of this long dark tunnel?
I see the Lionel Menchaca, the digital media manager, answering a few comments and that’s good. But you’d better be prepared for a mob.
I never intended to form a mob of unhappy Dell customers. They formed themselves. When I wrote my original post on June 21 last year, my only intent was to add to the wisdom of the crowds you find when searching Google for the wisdom of the pissed-off crowd, the true consumer reports you find when you look for any brand followed by the word “sucks.” But the response was incredible. That original post got 253 comments (which are now, unfortunately, broken); thousands more came in with comments to later posts, their own blog posts and links, and emails. The mob coalesced around my complaint with their own complaints; that is how the internet works. To this day, I get plaintive emails, comments, and links from people telling me their own stories and frustrations in the hope that I can help. I can’t, of course. It’s evident that I am the last person to have a link to Dell.
Just yesterday, I got an email from a nice minister — a gentle man of the cloth — who said:
please… omg… please help with a Dell question.
Not the ‘oh, my God’ reference from a pastor. The man’s desperate.
I, too am in Dell Hell right now…
Note the ‘hell’ reference. He knows whereof he preaches.
…something that has NEVER happened to me in working for at least 10 years with a dell machine. I have been so very happy up to now. I feel the only way I can get my point across is to write directly to Michael Dell … the problem? nowhere on their website can I find his information or his office’s info. please help, for the link on your website that i thought might go to it has been removed from their website. thank you in advance for your help.
I told him that I couldn’t help. As near as I can tell, Dell changed its email address structure after I got to a vice president’s person; that veep seems to have left anyway; and that veep’s person has not responded to other people I sent her way (she even refused to help me again should I have continued to be a Dell customer).
So I told the good padre to go to the new Dell blog because now they’re listening. He’s doing that I’ll watch with interest the rest of his tale.
Now I know someone at Dell will say that the company already has forums and phones where people are supposed to come. But as Laura Bosworth admitted on the Dell blog yesterday– and good for her — those systems aren’t working. She also warned that there are no magic wands to fix it. That’s fine.
But I guarantee that a mob will gather outside your door and if they don’t think they are being heard and don’t see reason to hope for improvement, they will get louder and pick up their pitchforks and torches and then we’ll hear people say, well, this is what happens when you venture into the frightening blogosphere. But on the other hand, if you deal with these people and their problems directly, you can win them over.
Can you respond to and solve every single problem in every comment and blog post? Probably not. But I’d start tackling the problems, one by one, in public, referring to the specific customers and their sagas. Dig into the problems; get to the employees they dealt with; be open with your own phone and customer records; talk to the managers involved; admit the problems; apologize; hear well what your customers are trying to tell you to help you — think of this as reporting on yourselves. Then share your solutions. Then track your solutions.
And be aware that your employees are reading, too. When they see you get to the bottom of a specific case, they will realize that they are being watched and not by their own cubiclemates — ‘this call may be recorded…’ — but by your customers.
Of course, a blog alone won’t solve Dell’s many problems with customer service and quality; you have to do that on your own. But it can help.
The latest post on Dell’s blog finally addresses the dead, decomposing, stinking elephant in the room: customer service. Laura Bosworth, director of customer experience (a thankless job if I’ve ever heard one) says:
The good news is that we know what we need to do. You’ve been telling us. Our number one priority is to get better at problem resolution. I can almost hear the collective “duh” out there as I write this. . . .
Now that’s more like it. I have no idea whether their efforts will be successful; that elephant is mighty smelly. But they are finally addressing the real issue they should be facing in a conversation with their customers. And in the comments, the customers start right in with specific complaints. I’ll be eager to see how they’re addressed.
Try to do it daily. You create a stir and get people to come back to your blog to see what you have to say next, so have something to say. Your group blog has had two posts in seven days. Habits are usually daily. Just trying to be helpful. Think of this as my customer service.