Posted on July 11, 2012
So what is RepairLabs’ Op:HERO, you ask? HERO stands for “Help Each Repair Overcome.” And that is exactly what we set out to do when we developed this donation program. Our CEO gathered his web team of Head Designer, Content and Social Media Manager, and Webmaster, and set a problem in front of us: How can RepairLabs give back?
We put our heads together, and decided that we wanted to make every repair that we do count for something more. We want each device that we fix, be it a phone, a laptop, a Macbook, or a gaming console, to have the potential to help somebody. We decided that a program that would empower our customers to give back would be the best thing we could do.
If we could create a system that would make it easy and inexpensive to help, we felt that we could deploy a whole army of customers to give back, even in the face of their own trials. And anybody who’s ever had a broken phone, computer, or device knows exactly what a trial that is. What if we could turn a negative into the chance to help someone else?
We decided that we could create a ‘Donation at Checkout’ option for our websites, that would allow customers to easily add $1, $5, etc, etc, up to $100 to their total to give to a worthy cause. Then we got really excited and decided we could use our web presence and expertise to really publicize and leverage the charity’s message: tweeting them, building them infographics, videos and content, and educating our site visitors along the way.
We believe that every dollar counts. We believe that every repair we make can help to overcome diabetes, animal cruelty, and the challenges and issues that wounded veterans face, just to name a few that impact our lives. We believe that everyone can be a super hero with just a simple donation. And we match every donation, up to $100. So every donation a customer makes counts for double.
We are thrilled to announce our partnership with the Diabetes Action Foundation.This organization has a special significance to us as our Head of Design, Michelle, has had diabetes since childhood. We believe that working together, we can and will find a cure in our lifetimes. We’ve created a page on our website that features them, and included a little super hero, BCG Man, to boot. He represents a study that they are currently funding which investigates the drug BCG’s role in protecting the Pancreas from the cells that cause
disease. Check out the infographic that we designed for them here.
The Diabetes Action Foundation is a top rated charity on CharityNavigator.org which means that they are deeply committed to using donor funds effectively, and have a proven track record of efficiency. Out of every dollar 96₵ goes to program costs. That means only 4₵ of every dollar goes towards administrative costs. These people are efficient multitaskers; I know, I’ve worked with them. Not only that, they are the kindest and most approachable organization of people out there. If you have diabetes or questions about it, get in touch with them. They have a TON of resources that can help.
Most importantly, they do great work. Their mission is to support all innovation for the prevention, treatment and cure of diabetes. They are committed to educating patients with great initiatives such as Diabetes University, an in person and online set of lectures designed to improve the quality of life for people with the disease. They offer international aid, fund research studies, and offer scholarships for kids with diabetes to attend special diabetes camps.
This is a fantastic organization, and we here at RepairLabs are so proud to be involved with them. Please visit their site and give generously to this great cause. And be sure to look for future promotions from RepairLabs publicizing their great work.
This post was posted in Opinion, Tablets, Gifts, Tech, What We Do, About Us, iPhone, iPad and was tagged with Operation: HERO, Op:HERO, Diabetes Action Reseach and Education Foundation, Diabetes, Charity, Donation, Gifts
Posted on June 29, 2012
The minions here at RepairLabs tinker away all day and night, fixing broken logic boards, rusted and corroded casings, and shattered device screens. With near-magic precision, we manage to bring dead devices back to life, and it takes a special kind of rocket fuel to power a machine this well-oiled and precise. That’s right, kids. We couldn’t do it without Caffeine. And lots and lots of it.
The Caffeine Fairy dropped this Mega 32 ouncer off at our offices this morning. (I would have gotten a photo of her for you, but she’s quick. And jittery.) Just look at how this Monster Energy Drink dwarfs that Sharpie highlighter. How could we fix your iPhones and Blackberry and Samsung Galaxy III without it? It keeps our little fingers flying across the keyboards, and soldering away at minuscule logic boards and computer components. So in the spirit of loving caffeine, we quote the venerable and awesome Mr. Steve Jobs saying:
"Here's to the crazy ones, the misfits, the rebels, the troublemakers, the round pegs in the square holes... the ones who see things differently -- they're not fond of rules... You can quote them, disagree with them, glorify or vilify them, but the only thing you can't do is ignore them because they change things... they push the human race forward, and while some may see them as the crazy ones, we see genius, because the ones who are crazy enough to think that they can change the world, are the ones who do."
And may we add, they do it on caffeine. And ya gotta be just a little bit crazy to drink a Monster that big.
This post was posted in Opinion, Tablets, Tech, Blog Candy, Geek, What We Do, About Us, iPhone, iPad and was tagged with rebels, crazy, quote, repair, energy drink, monster, steve jobs, caffine, caffeine
Posted on May 25, 2012
Happy Geek Pride day to you all from RepairLabs! Wanna show you’re proud of who you are, even if you weren’t the coolest kid in school? Celebrate with a free button from us for your blog, Facebook page, or Twitter-- feel free to use it for whatever you like, but we’d be much obliged if you linked back to us in a spirit of sharing and Geek solidarity.
Today, we take back the name of geek, and we wear it like a badge. If you’ve ever been stuck home on a Saturday night, ever been teased for playing ‘Magic--The Gathering’, ever watched ‘Firefly’ till your eyes bled, you are one of us. Okay, so we geek out a little bit over logic boards and phone components. Who doesn’t geek out over something?
Because really, what is a Geek? It’s somebody who loves something unabashedly even though he may catch some flack, because, let’s face it, that something is just not cool. And the great thing is, he doesn’t care. His passion makes him resilient to whatever the haters can throw at him. And as the brilliant character, Radio Dj Lester Bangs from ‘Almost Famous’ explains, “The only true currency in this bankrupt world is what we share with someone else when we're uncool.”
Chris @CapSteveRogers gets it:
Today, Let’s join together under a single rallying cry: They may take our lunch money, but they will NEVER TAKE OUR XBOX!!!!!!!!!!!! So if you love your Star Wars, your caffine, your gadgets, your differential equations, or your Harry Potter more than you love your MeeMaw, and you're not afraid to admit it, this one’s for you. And always remember that one day:
The Geek shall inherit the earth.
Posted on May 23, 2012
Here at RepairLabs, we really pride ourselves on what we do. We try to make sure that every customer has a great experience and would recommend us without hesitation to their 90 year old grandma, or their coolest best friend. That got me to thinking about what customer service is really all about, and what the average Joe can do to get the best customer service in his every day dealings.
We’ve all been put on hold for ungodly amounts of time, been shuffled from one department to the next, and dealt with rude, unfeeling customer service representatives. (Banking industry and Cable providers, I’m looking at you.) We’ve all had to talk to those infuriating customer service recorded bots. I myself have waited in line at the Apple Genius Bar for over 2 hours, though I do realize it isn’t all Apple’s fault. Because of the (let’s face it) turbo-coolness of the Apple devices, overworked Geniuses are beset by swarming hordes of non-technical types. Meaning every teenage girl who stands in front of the bathroom mirror making duckface for her profile photo is in there, trying to get help. …Actually the real question there is why the Apple Genius Bar doesn’t serve alcohol.
Here’s the thing. Good customer service isn’t really that hard. We want a few, simple things. We want the company and its reps to be:
When things don’t go well, though, you do have recourse. You can have a fallback strategy to help get what you want out of the conversation you’re having. Here’s what you need to do.
1. Be positive, be a good customer, and don’t be afraid to remind the business that you are. If you are a returning customer, you’ve proven that you are an asset to them. They’ve already won your business, and all businesses know it’s cheaper and easier to keep a current customer than to win a new one.
2. Whenever you can, talk to a real person Press 0. Do whatever you need to in order to get out of those robotic calls. Sometimes email is the best way to interact with Service reps. If you can make a personal connection, you’re always likely to get better service. It’s all about creating a real human relationship. Here’s a hint. I always keep a pen and paper with me when I make these calls, and the first thing I do is write down the name of the person I’m speaking to. If I need to, I’ll ask them to repeat it, and then, without being condescending, I’ll always use his name in the conversation. If I can remember his name in a phone conversation, (A.) he knows that I’m willing to treat him like a real individual human being who deserves respect, and( B.) he knows I can remember it if I have to make a complaint to his manager.
3. Fix up a Complaint Sandwich. This is a bit of pop psychology here, but a spoonful of sugar does tend to make the medicine go down a little bit easier. Start with a positive comment, then your problem, then another positive comment. There is a detailed explanation of how to use this tactic in this great article on getting better Customer Service.
4. Be able to articulate what you want. Even if what you want is help in formulating a question, let the rep know that. If you want a refund, if you want technical support, or if you want a solution to a problem you’re having, be able to say that, and say it kindly. Know the terms of your agreement, and then you can make suggestions of possible solutions. This may take a little bit of homework on your part. But if you can give your representative action items, they can take action, or get you to the person who can.
5. Ask Nicely- communicate clearly. Don’t just go ‘amps to eleven’ on the Rage Scale. Yelling very rarely gets you the results you want. When something doesn’t go well, take a deep breath and think about what it is you need. Sometimes the problem can be as simple as a misunderstanding or miscommunication. Be positive and be kind; remember, “Everyone you meet is fighting a hard battle,” (-Plato). Don’t forget, these guys have been tackling angry/annoyed/helpless customers all day. Know exactly what the problem is, and be able to explain what you need to fix it. (See #4 above)
6. Empower them to help you. Say, “Keith, [using his name, Tip #2!!] we have a customer service issue here. How can you help me to solve this?” The “how can you help me to solve this” part is really important. This opens the door for them to work with you and puts the power to address the situation in their hands.
7. Don’t give up. Ask to speak to a manager, and if your issue still isn’t resolved, politely ask to speak with that person’s supervisor. Bad companies are counting on you giving up. Keep going up the chain. If you have to, email the CEO. Corporate execs will not be happy to receive an email from you every hour. And, their email addresses are surprisingly easy to find. Check their websites, scour the Internet.
8. Remember that you can take your business elsewhere. And don’t be afraid to remind the offending business of that too. Nicely hint to Globo-Bank that Downhome Bank is running a great special right now on free checking. It’s a free market, baby, and companies, especially in this economy, are hungry for your business and your endorsement. Think about what happened when Netflix upped its prices and Bank of America imposed the $5 monthly debit card fees. Customers left in droves. This is a company’s worst nightmare. And unhappy customers are almost twice as likely to share rotten customer service experiences with their friends and family as they are a good experience, as this study from American Express explains in detail
9. If that fails, Go to social media, be the squeaky wheel, stir that pudding. Believe me, nobody wants a social media public relations crisis like the famous “United Breaks Guitars” song. That incident even garnered its own Wikipedia page. If you can be funny, clever or viral, you’ll get some attention. @Tag the company on Twitter, and comment on their Facebook page. They don’t want all of their fans and your friends seeing their bad press. The United customer hit a nerve about how our luggage gets handled, and managed to turn his frustration into a fun song, and get his issue addressed. And actually United managed to turn that incident into a PR win by addressing the bad service and fixing it.
10. Accept a sincere apology. Often the guy behind the counter is not empowered to help you out, and actually is doing the best he can. That’s when you have to decide whether to continue slogging it out or to give up, but see rule #7, in this case. Thank the guy in front of you for his help, and be vocally on his side. Saying, “I totally understand that you are doing your best to help me, and I know that this issue isn’t your fault” can go miles to get him on your side. (If you’ve been kind leading up to this part, he already will be on your side anyway.) He can advocate for you with his boss.
When the company that you’re dealing with does address your situation, gracefully accept their apology and their solution, and thank them. If somebody went the extra mile for you, call their manager and let them know. I once worked for a company that handed you CASH whenever a customer called you out for good service. Be willing to call out good service as well. That can only help your future Customer Service Karma. (In fact, in a future life my dream job would be to drive the Karma Bus—I know a few people it missed.)
But when I see our great people at RepairLabs working like crazy on diagnostic and repair to get you your devices back, I’m so proud and impressed. For example, Jessica, our Customer Service Manager personally responds to every email. Not only that, she does it immediately. When she doesn’t know the answer to a technical question, she heads over to the technical department to ask and to find it. She knows more about electronic devices than any Customer Service rep should ever have to. Our technicians have stayed late and worked overtime to get someone’s device done in time to make the next FedEx delivery. It’s a small thing to do, that they never even tell customers about, but it’s that little matter of going the extra mile, that makes all the difference. Customer service expert Shep Hyken, discusses that idea in detail here. When we take good care of you, we’re proud that we gave you our best.
Have you ever had really great service from someone? Or really abysmal? Tell me about it in the comments below.