I wanted to provide an update on the great customer experience I had after posting my evaluation of Nozbe and Remember The Milk.
So if you read the head-to-head evaluation you’ll remember that I decided to stick with RTM for task management for a few specific reasons; mobile application, speed of task entry, and a few others. When I made the final decision to stick with RTM I decided to take advantage of the 60-day money back guarantee offered by Nozbe. I emailed their support address asking for my money back and within the next 24 hours my account had already been credited, and I had an email from one of their customer service reps letting me know that they processed the request and asking for feedback on why I decided not to continue with my membership. I replied with some general thoughts and a link to the blog post where I explained in more detail… Not expecting them to actually read it. But to my surprise, a couple of days later, I had an email from the same support rep thanking me for the article, referencing some of the specific points I called out, and a few links and explanations on why certain things are the way they are and what the company is doing about it. We had a few more exchanges of information in addition to this.
Needless to say… I was pleasantly surprised with the personal service they provided me… Especially considering I used their service for a week and paid them nothing in the end! I also should mention that Michael Sliwinski, the brain power behind Nozbe and Productive! Magazine, actually re-tweeted a few of my tweets on the article, and @Replied to me directly after the article was posted. Also note that I never heard anything from Remember The Milk on Twitter or anywhere else… I even posted a link to the article in the RTM forums and I believe one of the moderators deleted my post!
It’s things like this that make me rethink my decision on who I want to do business with… Not only for a task management tool but for any number of other services I subscribe to. I, and all of you, should take a page out of Nozbe’s book when it comes to customer service. It’s small details like this that make the difference in purchasing decisions.
