The Two Kens Compared

As I’ve said before, I’ve been somewhat active in Internet marketing for many years now, and I’ve come across so many “gurus” and other people during this time that I’ve lost count.

However, I have, over this time, been able to draw several conclusions about what I like about the approach some people take, and consequently, what works and what doesn’t (for me, at least).

By way of example, let’s take a look at the two Kens, as I’ll call them, or Ken Reno and Ken Sar, to give them their full names.

Both of these people seem to be in the camp that believes in sending out emails to their list very frequently, which is not a practice I really like, although Ken Sar exercises much greater restraint than Ken Reno.

Both of them seem to buy up PLR products and instantly promote them to their own lists, and there’s nothing wrong in this – it’s a very viable strategy.

Both of them tend not to charge very much for their products, presumably going after volume, which is also a reasonable tactic, although it does mean they need a steady stream of new material (and, of course, there is no shortage of this in the world of IM).

But where there is a marked difference between these two marketers is in their approach to customer service.

I have bought at least two products from Ken R that simply did not work, and so, naturally, I tried to contact him for a fix. I tried emails, and I tried his support ticket system.

The latter was especially frustrating, because after raising a ticket, it went unanswered for weeks, and the website itself was down for a large part of this time.

When his support site came back online, it told me that the support ticket number I’d been given (by his system) did not exist!

Pissed off, I raised another support ticket to say what had happened, and that I was still awaiting a response to my previous ticket – and exactly the same thing happened – site offline for several days, and then the error message to tell me that my support ticket could not be found.

Needless to say, I have since unsubscribed from his list and will not be buying from him again.

Now, Ken Sar, on the other hand, sells products that do work, and on the few occasions that I’ve needed to ask questions (note, not raise problems but just request clarification on product usage), he has answered my emails promptly, personally and courteously.

Needless to say, I am still on Ken’s list and will continue to buy from him.

They say it’s several times more expensive to get a new customer than to keep your existing ones, so why piss off people who’ve spent money with you, and presumably would do again in future?

The moral of the tale is clear: look after your customers!

BELIEVE IT OR NOT:


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