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Concierge Level Customer |
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Satchmo Prototype
eSheep
Join date: 26 Aug 2004
Posts: 1,323
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10-14-2005 06:48
At risk of being a troll...
From this Hotline to Linden post... I am a concierge level customer. I pay over US$300 a month in tier and fees and I am treated like some imbecile? Where do people get off thinking they pay more = they deserve better treatment? It's amazing that some people think that either, they are the only ones paying tier, or that Estate owners* deserve special treatment. Discuss... *I am also an estate owner _____________________
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blaze Spinnaker
1/2 Serious
Join date: 12 Aug 2004
Posts: 5,898
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10-14-2005 06:51
Your level of service is fundamentally perportional to the value of you as a customer.
This is a constant throughout the the economic universe. Show me a business that doesn't work that way, and I'll show you a business that is about to go bankrupt. For example: giving the same level of support to a basic account user as you do to a tier level customer is financial suicide. However, Timmy may find that he's not exactly a valued customer with SL. They have a tendency to ignore people they don't like. |
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Malachi Petunia
Gentle Miscreant
Join date: 21 Sep 2003
Posts: 3,414
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10-14-2005 06:56
Just a guess, but perhaps the poster you refer to formed his beliefs from http://secondlife.com/support/concierge.php :
Second Life Concierge Service Ever wanted to own your own estate or island? Be the ruler of all you survey? Build your own dream world? We can understand that desire. It’s why we built Second Life. We also understand that owning an island or other large estate in SL can be a singular challenge – bringing your vision into existence often requires a unique combination of vision, persistence, creativity, and organization. If you've become a major landowner in the last six months, you may not be aware that there's a special resource available to help you - the Second Life Concierge. The Concierge is a dedicated service designed to help landowners make the most of their investment by putting the resources of Linden Lab within easy reach. Landowners with holdings greater than half a region have access to a private, toll-free Concierge line, as well as an exclusive email contact. The Concierge is an excellent resource for requests related to your land or island. However, it's what you do in SL, not what you own, that makes the difference. In that spirit, the Concierge is committed to helping in any way possible. Be it technical support, billing issues, advice on finding a texture artist, or assistance optimizing a script, the Second Life Concierge will make certain you get the support you need. Once you have become a private island or estate owner, an email will be sent to you with Concierge contact information If you have any further questions, feel free to contact support for more information. We look forward to working with you in Second Life. _____________________
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Hiro Queso
503less
Join date: 23 Feb 2005
Posts: 2,753
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10-14-2005 06:56
Altho I don't think someone paying more deserves better treatment than anyone else, it's not unreasonable to appreciate that those with more land are likely to have more problems arise; the concierge addresses that.
Worth mentioning that since the arrival of Cyn, the concierge service has been A+. _____________________
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Margaret Mfume
I.C.
Join date: 30 Dec 2004
Posts: 2,492
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10-14-2005 07:00
Where do people get off thinking they pay more = they deserve better treatment? It's amazing that some people think that either, they are the only ones paying tier, or that Estate owners* deserve special treatment. Maybe from the LL Concierge web page? Second Life Concierge Service Ever wanted to own your own estate or island? Be the ruler of all you survey? Build your own dream world? We can understand that desire. It’s why we built Second Life. We also understand that owning an island or other large estate in SL can be a singular challenge – bringing your vision into existence often requires a unique combination of vision, persistence, creativity, and organization. If you've become a major landowner in the last six months, you may not be aware that there's a special resource available to help you - the Second Life Concierge. The Concierge is a dedicated service designed to help landowners make the most of their investment by putting the resources of Linden Lab within easy reach. Landowners with holdings greater than half a region have access to a private, toll-free Concierge line, as well as an exclusive email contact. The Concierge is an excellent resource for requests related to your land or island. However, it's what you do in SL, not what you own, that makes the difference. In that spirit, the Concierge is committed to helping in any way possible. Be it technical support, billing issues, advice on finding a texture artist, or assistance optimizing a script, the Second Life Concierge will make certain you get the support you need. http://secondlife.com/support/concierge.php _____________________
hush
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Vivianne Draper
Registered User
Join date: 15 Sep 2005
Posts: 1,157
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10-14-2005 07:03
Well people generally get treated better the more they pay. For instance if you rent a posh apartment with a view overlooking Central Park you will be treated better by the apartment owners and staff than if you rent a room in a flop house in Queens, where you will basically be ignored by the owners and staff as long as your rent is paid on time. If you are purchasing a mercedes the staff at the M-B dealership is going to treat you a lot better than if you are buying a used car at the local funk'n'junk shop.
The only point I'm making is that there is real-world precedence for this. On the other hand, you'll get treated the same at Walmart if you spend 30 dollars or 3K dollars. So the analogy is far from perfect. |
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blaze Spinnaker
1/2 Serious
Join date: 12 Aug 2004
Posts: 5,898
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10-14-2005 07:04
Good point about walmart.
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Doc Nielsen
Fallen...
Join date: 13 Apr 2005
Posts: 1,059
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10-14-2005 07:16
Hmmm, what's an 'estate'? Do they mean an entire mainland sim? Well I've owned one, and about a third of another, plus some other land for some time now - over three months - and never got the eMail with Concierge contact information mentioned.
I haven't contacted support about it as I can't see much point in eMailing a 'service' that only ever responds with an eMail promising, untruthfully, to get back to you. Trying to attract LL's attention regarding problems is problematic, though I have discovered a few Lindens who, if contacted directly, will at least try and help, if only with advice. I've also discovered a few who are totally unhelpful... I'm afraid I view it as yet another of LL's litany of undelivered promises. _____________________
All very well for people to have a sig that exhorts you to 'be the change' - I wonder if it's ever occurred to them that they might be something that needs changing...?
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Malachi Petunia
Gentle Miscreant
Join date: 21 Sep 2003
Posts: 3,414
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10-14-2005 07:24
I'm afraid I view it as yet another of LL's litany of undelivered promises.  _____________________
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Doc Nielsen
Fallen...
Join date: 13 Apr 2005
Posts: 1,059
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10-14-2005 07:25
Your level of service is fundamentally proportional to the value of you as a customer. This is a constant throughout the the economic universe. Show me a business that doesn't work that way, and I'll show you a business that is about to go bankrupt. For example: giving the same level of support to a basic account user as you do to a tier level customer is financial suicide. QUOTE] Very true Blaze, in RL... Here in SL, LL believes it's a law unto itself, with some justification of course. The only way to impress them otherwise is to vote with your wallet. And it would take a very considerable exodus of higher level customers to get their attention. And going by what I've observed during my few months in SL, even then they probably wouldn't make the connection between poor service to higher level customers and diminishing revenue. You should chat to Anshe about this sometime, she's arguably LL's biggest customer, but she's told me that getting LL's attention is generally a hair-tearing problem...  _____________________
All very well for people to have a sig that exhorts you to 'be the change' - I wonder if it's ever occurred to them that they might be something that needs changing...?
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Doc Nielsen
Fallen...
Join date: 13 Apr 2005
Posts: 1,059
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10-14-2005 07:26
Lemme guess, you're one of those "glass half-empty" people. SpeedTree Havok2 HTML Sorry, and your point was? _____________________
All very well for people to have a sig that exhorts you to 'be the change' - I wonder if it's ever occurred to them that they might be something that needs changing...?
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Schwanson Schlegel
SL's Tokin' Villain
Join date: 15 Nov 2003
Posts: 2,721
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10-14-2005 07:41
Worth mentioning that since the arrival of Cyn, the concierge service has been A+. I agree. Cyn is an awesome addition to the staff at LL, nothing but helpful. _____________________
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billy Madison
www.SLAuctions.com
Join date: 6 Jun 2004
Posts: 2,175
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10-14-2005 08:05
I have used this service before, and to be honest i dont think its any differant than just picking up the phone and calling LL as a customer with a basic account. I dont think its that they are treating people better that spend more money, thats nonsense.. i bet if you called LL right now as a basic account holder and asked who they would recommend as a texture artist they would probably tell you. I think this service is just more personalized each time i have called (over 8 months ago) i was refered to my concierge.. which was the same person that had been dealing wtih helping me from the get go.
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Buster Peel
Spat the dummy.
Join date: 7 Feb 2005
Posts: 1,242
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10-14-2005 11:09
Fly 100,000 miles a year on US Air and you achieve "Chariman's preferred" status. special telephone number that is answered before the first ring 24 hours a day, free automatic first class upgrades, etc.
Rent a car 20 times a year from Hertz, and you are "presidents circle". Free upgrades, change your plans with no penalties, etc. Bet $20,000 playing roulette over the course of a day, and get a free penthouse suite for the weekend. An American Express Gold Card has an annual fee of $50. You get good service. An American Express Platinum Card has an annual fee of $400. You get a special telephone number, and you get much better service. I would say that it is a very common practice for a company to treat their top customers special, and for top customers to expect special service when they are spending so much money. Nothing wrong with that. If you think everyone should be treated the same no matter what, move to Cuba. Buster |
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Satchmo Prototype
eSheep
Join date: 26 Aug 2004
Posts: 1,323
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10-14-2005 11:15
Interesting thread, I'm glad I posted it.
If you think everyone should be treated the same no matter what, move to Cuba. I guess I just don't think there is a big difference between a customer who spends $15/month and one that spends $300/month when your talking about building the software infrastructure to house millions of people. I guess everyone always thinks they are a "top customer". If we were talking bigger, Anshe type numbers, I guess I could understand. _____________________
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Buster Peel
Spat the dummy.
Join date: 7 Feb 2005
Posts: 1,242
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10-14-2005 14:59
I guess I just don't think there is a big difference between a customer who spends $15/month and one that spends $300/month when your talking about building the software infrastructure to house millions of people. I guess everyone always thinks they are a "top customer". If we were talking bigger, Anshe type numbers, I guess I could understand. American Express has hundreds of thousands, perhaps millions of platinum card holders, all of whom expect and recieve "special service" compared to lowly gold card and green card holders. I think "top customer" means in the top 10%, let's say, which in the case of SL, means perhaps 600 "top customers". Pretty much anybody with more than, say, 1/2 sim. Buster |
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SuezanneC Baskerville
Forums Rock!
Join date: 22 Dec 2003
Posts: 14,229
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10-15-2005 17:30
If you think everyone should be treated the same no matter what, move to Cuba.  This can't be allowed to stand uncontested even though its a joke. _____________________
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So long to these forums, the vBulletin forums that used to be at forums.secondlife.com. I will miss them. I can be found on the web by searching for "SuezanneC Baskerville", or go to http://www.google.com/profiles/suezanne - http://lindenlab.tribe.net/ created on 11/19/03. Members: Ben, Catherine, Colin, Cory, Dan, Doug, Jim, Philip, Phoenix, Richard, Robin, and Ryan - |