| The customer
is always right...
You've probably heard the phrase
'the customer is always right'. Some say it was coined by Marshall
Field who owned a famous store called Chicago (later re-named
Macy's). Others suggest that the phrase may have been invented
by Harry Gordon Selfridge (from Selfridges store in London).
Selfridge worked for Field at the end of the 19th century, so
one of them was certainly responsible for it, even if we don't
know which one.
So what's this got to do with
backing tracks I hear you ask?
Some businesses take the phrase literally.
It was never meant to be taken literally.
The phrase was originally used to train sales people and was
intended to be a reminder to the sales people to give customers
Well, from time
to time we get a disgruntled customer. It doesn't happen very
often and it's no reflection on the high quality of the products
or excellent services we supply to our customers. On the contrary,
we have an enviable reputation in the industry for supplying
first-class products and recording services, and for creating
quality products that are the envy of our competitors.
It just happens to be a fact of life that when you supply backing
track downloads and other services to tens of thousands of customers,
from time to time you will get a customer who can't figure out
how to get their download, or have trouble making a payment,
or didn't read the instructions properly, mis-typed their email
address on the order form, or their PC won't behave the way
it should etc.
When any of our customers experiences a problem and gets in
contact with us, most times they simply want us to help them
sort out whatever problem they're experiencing.
sometimes we get another type of customer - the type of customer
of asking for help, immediately gets on their high horse,
jumps to conclusions,
and decides that whatever is wrong, it must be our fault...
We can always spot these
types of customers very easily...by their attitude.
Instead of asking for help, they usually say things like
"You've taken my money, where are my purchases..."
or "...I've never had problems downloading from
other companies, so it must be your fault..." etc.
Disgruntled maybe isn't the best word to describe these
types of customers - frustrated is maybe a kinder and sometimes
more accurate description. Let's face it, there's nothing
more frustrating than making a purchase then not receiving
those purchases or having some sort of problem, no matter
the circumstances which caused it. No-one likes to feel
"ripped-off" and the internet is awash with shady
websites and unscrupulous individuals who's sole purpose
in life these days seems to be to defraud you and part you
from your hard earned cash. It's no wonder fevers run high
and frustration sets in very quickly when whatever you expected
to happen when you bought something doesn't happen!
So if you're one of those customers who is having problems
and feeling a bit frustrated, don't worry, help is at hand.
Here's what to do...
First of all, please don't just jump to conclusions
about what's wrong! If there's a technical fault
here at our end you can bet we'll know about it, even if
it's 3 a.m. in the morning. Remember, we regularly supply
tens of thousands of customers with instant downloads so
you're not the only person who has been on our website today.
If something isn't right with our web server or our mail
system, then rest assured hundreds of our other customers
will be experiencing the exact same problem, so believe
me, we'll know about it!
We have very comprehensive server warning alerts in place
that immediately tell us if or when there is a problem with
our server (plus we usually get a flood of emails
and support tickets from customers within seconds of any
As soon as you contact us to report that you are experiencing
difficulties, the first things we do immediately are:
1. Check that our system is up and running
2. Check that all orders are submitting properly
3. Check that emails are being sent out to you properly
4. Check that our servers download area is functioning as
Once we have checked everything at our end and ruled out
any server-side problems here, we then look in to possible
things that could have gone wrong from the users end. We
help you troubleshoot exactly what's gone wrong and then
help you fix it.
All computers (and that includes your PC too)
operate in their own unique "environment" and
this can cause problems for some users. In simpler terms,
your computer, my computer, the next guys computer, will
each handle things like emails, ordering, and downloading
files in a completely different way. The way that your
computer makes an order or handles an email or a file download
is entirely dependant on the other programs your computer
has installed on it. Everybodys computer has different programs
and tools installed which all interact with each other in
different ways...making your computers "environment"
unique to you and your computer.
Have you ever used someone elses computer and noticed that
it behaves slightly differently to your PC?
Now you know why...
For example, some people
may use their internet service providers webmail, others
may use programs like Eudora, Outlook Express, Incredimail,
while others will use free services like Googlemail, Hotmail,
Yahoo Mail etc. These various email providers all run very
different types of spam filters and they all handle incoming
emails in very different ways...
What about unzipping files? Some people may have Winzip
installed on their PC while others have Freezip or 7zip.
Even Windows XP's built-in zip program behaves differently
to the Windows Vista and Windows 7 built-in zip programs.
Surprising as it may sound, there are even some people out
there who don't know that they have to unzip downloaded
files before they can open and use them (no wonder they
can't get them to work after they've downloaded them)!
Then there's firewalls
and anti-virus - there's hundreds of different types - they
often "jump in" and hijack a file while downloading
to scan it and decide what they want to let you do with
You may use the Windows
firewall while the next guy may have Norton or McAffee or
PC Tools or AVG installed on his computer - the list goes
on. Different AntiVirus and firewall programs will treat
your downloaded file in a different way.
Then what happens when you
want to actually PLAY your downloaded file? Well, this all
depends on what the default mp3 player is on your PC. If
you have iTunes installed, you may have to drag the unzipped
file in to the iTunes window before it will play or your
particular set up may require you to unzip it and add it
to the iTunes library and it will play. If you have Windows
Media Player set as your default player you may only need
to double-click the unzipped file and it'll play. If you
have Real player or Winamp or any other of the thousand
or so mp3 player softwares out there installed on your PC
it may just confuse Windows completely(!)...Windows won't
know which one to use and it could cause a conflict which
crashes your computer or gives you a corrupt file message.
All these problems can happen
because EVERY computer is working in a different "environment"
with different programs installed. All the programs on your
computer interact with each other making each and every
computer configuration different, therefore making each
and every computer behave differently. Don't believe me?
Just click on your Start menu and go to "Accessories
> Run", then type msconfig in to the little box,
click ok, and then click on the "services" tab
and take a look at all the stuff that's running on your
PC right now. See! And you thought the only thing running
on your PC right now was your internet browser! All that
stuff is running on your PC right now and interacting (and
from time to time may be interfering) with what you're doing
(by the way, when you're in there please don't untick or
change any of the settings you see unless you know what
you're doing because there's all sorts of stuff like essential
system files etc that your PC needs running at all times).
However help is at hand...
So, as you can see, there are literaly millions of combinations
of program interactions happening on your PC at any one
time and any one of them can cause you problems.
the team here at MP3 Backing Trax are VERY experienced at
troubleshooting all types of downloading, ordering, and
emailing problems you may have. We've been in the download
business longer than any other company out there (yes, even
longer than iTunes and Amazon - we were the first commercial
backing track music download company in the world!) so there's
not much that can go wrong that we haven't already seen
a hundred times before, believe me.
So whatever your problem, if you let us know the symptoms,
we can help you fix it.
No matter whether it's your email provider blocking, filtering
or refusing to deliver download emails we send you, or a
firewall on your PC not allowing you to access the download,
or you don't know how to unzip a track after you've downloaded
it, or you've mis-typed your email address or your card
address or card number, or you have an expired password
find out what's wrong and we'll help you fix it.
Computers are temperamental beasts
at the best of times so when problems occur a customer who tries
to solve the problem on his own can often feel like he's looking
for a needle in a haystack. It's easy to see why the customer
can become frustrated.
But a good customer, no matter
how frustrated, will send us
a polite email (or open a support ticket at our helpdesk)
saying something to the effect 'I'm having a problem,
can you help please'?
Sadly, the customer who is NOT
so easily helped, is the other type of customer...the type of
customer who immediately get's on his or her high-horse
and feels the urge to start a blame game (it's called 'contempt
prior to investigation').
So, here's a question for
This type of customer
is always easy to spot. They are typically pompous, cheeky types
of individuals... usually people who are a little bit full of
their own self importance.
Amazing as it may sound, these stupid individuals seem to actually
believe that communicating with us in a pompous or confrontational
way will make us sit up and take notice of them! Little do the
poor souls know that the only attention their confrontational
communications ever get from us is when our staff pass their
emails around the office so everyone can have a real good laugh
at them! I don't need to say any more...you know who you are
Which type of customer
do you think gets our attention, gets our help, and gets their
Customer A...The respectful, good customer who politely
asks for help?
Or is it...
Customer B...The pompous idiot who just blows off at
Ta da da ra (drum roll please)....and the answer is...yes, you've
guessed...it's Customer A who gets our attention, our
help, and their problem resolved!
You see most problems are easily and quickly resolved. Even
when they're not so easily fixed, I've still seen us spending
hours communicating with a customer, even in to the wee small
hours, until we finally manage to successfully help him troubleshoot
To us, it doesn't matter if the customer has spent one pound
or a hundred pounds. We'll take as long as it takes to get his
When a customer describes a problem to us, we've usually come
across that same problem before so we know exactly what to do
to solve it (by the way, 99% of problems are usually down to
your PC's firewall settings, your antivirus settings or your
email providers spam filters, although there are a few other
things that can upset the apple cart).
Remember the phrase I quoted
at the beginning of this article...'The customer is always
Well, what if the customer is
The answer is...we don't treat
the customer who is wrong any different.
But what if the customer is
the pompous type,
To us here at MP3 Backing Trax we make no distinction between
customers who are right or wrong. It doesn't matter if the customer
is right or wrong. We still strive to help him in every way
we can to resolve any problems he may be experiencing whether
it be with his email, his firewall, his browsers download configuration,
mistakes he may have inadvertently made on the order form like
typos in his email address or card details etc.
We only want one thing for our customers - that they get their
purchases as quickly and efficiently as possible. We don't care
who or what is to blame for whatever problem he may be experiencing.
We just want to resolve it for him as quickly and efficiently
So no matter whether your PC is acting up and won't download
properly, or your email providers filters are eating the download
links we send you, or the payment processor doesn't like your
card, or you mis-typed some details, or you didn't read the
instructions correctly...our only concern is getting you a solution
to whatever is causing you the problem as quickly as we can.
If the customer happens to be wrong, we help him get right.
an arrogant blowhard, or just a bit of an idiot?
If we get a customer who is the
pompous type, an arrogant blowhard or just a bit of an idiot,
we simply get rid of him.
How did you find this article?
Yes, you read that correctly...we get rid of him!
You see some businesses think that the more customers they have,
the better. This just isn't true. Some customers are quite simply
bad for business.
It's a well known fact in business that it is 1% of your customers
who will cause you 95% of the trouble.
So we get rid of the 1%.
It doesn't matter how much these customers spend with us or
claim they were going to spend with us (by the way, that's just
one of a number of tell-tale signs that you're dealing with
an idiot - the idiot always loves to tell you how much he or
she was going to spend, if only you had treated
them differently <yawn>)!
Time is wasted communicating with an idiot because the idiot
will already have decided that you're a bad guy. They are only
really interested in whining, complaining, and shouting loudly
about it to let you know.
We don't waste time on these types of customers. It's just not
worth our time sending numerous emails back and forth communicating
with an idiot, trying to help or appease him or her. This is
taking up valuable time that can otherwise be spent communicating
with our good customers and further cementing
our relationships with them.
At MP3 Backing Trax we don't just sell backing tracks - we give
away a lot of free stuff to our customers too. We write industry
related articles and send our customers and mailing list subscribers
free reports, free eBooks, free pieces of software, advice,
and guidance to help them with every aspect of working in the
entertainment industry (read our blog and you'll see just how
many questions we've answered - many of them are completely
unrelated to backing tracks, yet we still take the time to reply
We want to help our customers be successful in the entertainment
industry - that's what makes our customers the loyal
customers they are rather than just customers. We're fortunate
enough to have loyal customers numbering in the tens of thousands.
We've got all the time in the world for customers who are polite
and appreciate our efforts and the help we give. But
for those 1% of customers who are pompous, impolite, unreasonable,
or who DON'T appreciate our efforts, we don't want you,
not as a customer, not as a mailing list subscriber, not as
a visitor to our website.
I'm sorry to be so blunt about this, but our business is solid,
our products are excellent, our loyal customers are fantastic,
and we invest a lot of time and effort helping our customers
in every way and creating all the extras that we give out free
every month to customers and subscribers.
We simply don't have the time to take on any dead-wood.
Finally, I have a question...
Perhaps you just
stumbled upon it while browsing our website, or maybe found
it through a search engine link? If so this article has a purpose
But maybe you reached this
page through a
By reading this, you will know what to expect should you choose
to do business with MP3 Backing Trax. Our aim at MP3 Backing
Trax is not to get as many customers as possible
or to sell as many products as possible. On the contrary, our
aim is to work with only a very select group of good customers
and supply those good customers with products that are of the
highest quality and will help them further their careers in
the entertainment industry.
We care passionately for our loyal customers and subscribers
and we give all the help and assistance you could ever want
for. All you have to do is simply communicate with us in a courteous
manner. Just let us know if you have any problems and then let
us help you wherever possible and I personally promise you that
you will benefit greatly from any relationship you enter in
to with MP3 Backing Trax, whether or not you purchase backing
tracks from us or just sign up to our mailing list and sit back
and take all the free advice and stuff we send out. Either way,
you are very welcome and we'd love to have you on board with
link that I or one of our staff emailed you...
If so, then why
not contact us again...with a different attitude. If we detect
a more curteous or less pompous attitude from you, then we might
just be willing to forgive your previous ignorant communications
or accusations and decide to offer you a 'clean slate' in order
to move forward and get on with the job of helping you with
whatever difficulties you are experiencing.
I know from my many years experience of regularly working with
tens of thousands of customers that some customers don't really
mean any harm. They just get a little bit carried away when
they are not directly face to face with the other person and
will often say things, especially in emails or phone conversations,
that they wouldn't normally say if they were in a face to face
situation. Add to this the frustration you are perhaps feeling
right now because you are experiencing some problem and don't
know how to resolve it, and we can completely understand why
an otherwise nice customer may over-react a little.
So which type of customer are you?
Are you the nice customer who just got a bit hot under the collar
out of frustration and could use a little help?
If so, contact
us now. We'll help you.
you're the pompous type, an arrogant blowhard, a whiner, a complainer,
a "blamer", or just a bit of an idiot, then I'm sure
you can understand now why we
need to get rid of you and drop you from our customer database
or mailing list.
We don't mind
at all if you decide to go to our biggest competitor and buy
from them - in fact we would encourage it...we're more than
happy for our competitor to have you. The biggest damage we
can do to any competitor is send them our dead-wood. So we're
happy to send them our 1% of troublesome customers and let
them have the all the trouble you cause!
We choose our customers carefully...
Also feel free to bad-mouth our company to all your friends
- we don't mind, because if they're friends of yours, then
for sure they'll be like-minded people (i.e they'll be pompous
idiots too) so we don't want your friends' business either.
It's widely known
and accepted that customers who shop online will usually surf
around the internet and check out a few different websites
before choosing which company they want to do business with.
But customers rarely realise that companies like us do exactly
the same thing when it comes to choosing the customers we
want to do business with...
We choose our customers very carefully and
will only do business with those customers we believe to be
good customers for us. Bad customers cost us time, they cost
us effort, and they are particularly bad for the morale of
our hard-working staff.
So no amount of money a bad customer spends (or claims they
were "going to spend..blah blah blah") is
ever worth the trouble they end up costing us.
So if you have contacted us recently and we've replied sending
you to this page, please have a little think about what you
said to us in your earlier communication(s).
If you were in any way pompous, discourteous, accusational
in tone, or less than flattering towards any of our staff
or our company, then that's why you've been sent to this page...and
that's why you've been discarded from our customer list and
flagged as no longer being of any use to us as a customer
or a subscriber.
THE MP3 BACKING TRAX TEAM
(This article cannot be reproduced without express
(all rights reserved)