Good customer service
Discussion
Thought I would share an experience from the other day - we were on the website of a US Chocolate gift company wanting to buy a couple of gifts for clients. There were two issues with their website:
- you couldn't place one order and split who you could send to...
- you couldn't add a message to the gift
so we emailed them
they came back a couple of hours later, having re-coded their website to allow it to do both!
now that is good customer service - as a result they got our business and (assuming the chocolates are nice!) will get repeat business each year...
Quote a contrast to some of the customer service / websites we see on a daily basis
- you couldn't place one order and split who you could send to...
- you couldn't add a message to the gift
so we emailed them
they came back a couple of hours later, having re-coded their website to allow it to do both!
now that is good customer service - as a result they got our business and (assuming the chocolates are nice!) will get repeat business each year...
Quote a contrast to some of the customer service / websites we see on a daily basis
It's odd how two people can look at the same scenario and see two different things.
I would be concerned that a site that I was (presumably) entering financial details to would have a control process that would allow code changes through from analysis to development to production within a couple of hours. Even if their testing is automated, that is a pretty sharp turnaround.
It doesn't necessarily mean that the company has lax controls and it doesn't necessarily mean that development staff have direct access to a production platform but it would be unusual enough to raise some worries.
It could be that this was able to be implemented through a configuration change rather than coding but even still - to allow a config change in production in the middle of a working day is unusual.
I would be concerned that a site that I was (presumably) entering financial details to would have a control process that would allow code changes through from analysis to development to production within a couple of hours. Even if their testing is automated, that is a pretty sharp turnaround.
It doesn't necessarily mean that the company has lax controls and it doesn't necessarily mean that development staff have direct access to a production platform but it would be unusual enough to raise some worries.
It could be that this was able to be implemented through a configuration change rather than coding but even still - to allow a config change in production in the middle of a working day is unusual.
sas62 said:
It's odd how two people can look at the same scenario and see two different things.
I would be concerned that a site that I was (presumably) entering financial details to would have a control process that would allow code changes through from analysis to development to production within a couple of hours. Even if their testing is automated, that is a pretty sharp turnaround.
It doesn't necessarily mean that the company has lax controls and it doesn't necessarily mean that development staff have direct access to a production platform but it would be unusual enough to raise some worries.
It could be that this was able to be implemented through a configuration change rather than coding but even still - to allow a config change in production in the middle of a working day is unusual.
I think that that expectation that a company has test environments / production platforms / etc. is a very 'big business' perspective on the world - very rare. The vast majority of eCommerce sites sit in a cloud environment with no test platform at all - changes are usually made during the day as that is when people are in the office = cheaper - totally the norm!I would be concerned that a site that I was (presumably) entering financial details to would have a control process that would allow code changes through from analysis to development to production within a couple of hours. Even if their testing is automated, that is a pretty sharp turnaround.
It doesn't necessarily mean that the company has lax controls and it doesn't necessarily mean that development staff have direct access to a production platform but it would be unusual enough to raise some worries.
It could be that this was able to be implemented through a configuration change rather than coding but even still - to allow a config change in production in the middle of a working day is unusual.
I am yet to meet the small business which sits down and thinks lets do analysis / development / testing / consumer testing / push into production
they call / email their dev. chap (who may well be in his bedroom at home / bunking off school!) and say can you do this...financial side of things will always (if done properly) be a separated set of code as it is most likely to be pushing it off to the card handler - so really very low risk...
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