The Value of a Phone Call

As the owner of a barter exchange for 6 years now, I’ve seen a lot of customer service issues arise between my members or my members and members of other barter exchanges. What is the difference between issues in the barter world and issues in the cash world? Barter members call their brokers first. In the cash world, they would call the other party directly to resolve the problem. And nine times out of ten, it gets resolved and both parties are happy.

When I first started out in this business, I would mediate every single dispute that came to my attention. For the most part, I was able to resolve them. But it took a lot of time away from doing the other things I needed to do, like helping members spend their barter dollars when they had too much, and promoting members more when they didn’t have enough.

The disputes were usually due to miscommunication, not reading emails, or misunderstood emails. The members could have saved a lot of time and energy if they just picked up the phone and called the other party. Not email the other party. Call them. And now, 6 years later, that is what I ask my members to do first.

Too often the context of an email is lost in translation. Sometimes things need to be explained verbally to avoid confusion. Pick up the phone. Talk to each other. If, after trying to work things out amongst themselves they still cannot resolve the issue, then I will get involved.

Premier Barter is a member of a larger network of barter exchanges called Barter21. As such, our members are able to interact directly with the members of other independent barter exchanges. The same rules apply. The difference here is that if I have to mediate, I contact my counterpart in the other exchange, not the member directly. Each exchange has to be responsible for their own members.

There is constant interaction between Premier Barter members and myself, Catherine (wife, and the real boss), and Deanna (our awesome broker). We value each and every member. We know who butters our bread.

The same holds true for members of barter exchanges – whether you are part of Premier Barter or any other exchange. Communication is the key. Often, most things are resolved through a quick email. But when someone doesn’t email you right back or resolve the issue, doesn’t it make sense to pick up the phone and call? If you are reading this blog then you are internet savvy and know how to read your email on a regular basis. Here’s a shock – not everyone even knows how to log into their email.

In a business environment, think about how you handle customer services issues. Does your customer pick up the phone or email? How do you reply back? Now think about when you are playing the role of cash consumer. If you buy something and don’t get it or don’t get a quick response, do you email and hope or do you pick up the phone and call? Obviously if the email doesn’t work you pick up the phone and then if that doesn’t work you call your credit card company.

Shouldn’t it be the same with your barter dollars? After all, you worked just as hard to earn you barter as you did your cash. So treat your barter dollars with the same respect.

And if you are the seller…Remember how hard the buyer worked to earn those dollars. If you wouldn’t treat your cash customers that way (whatever “that way” is) don’t do it to your barter customers. Money is money!