I've been navigating the currents and rapids of a major project for one of my clients for the last couple of months. This special project calls for me to find this company a replacement for the current payroll service they use. I've researched the possibilities, collated my recommendations, and now am evaluating the efficiency and cost-effectiveness of these options. I have narrowed my recommendations to three likely candidates. Being a thrifty Scots-woman, I chose the least expensive option for the first trial run.
The system was bare-bones basic, which really isn't a problem since we're just dealing with numbers. I found opportunities to enter various types of wages, benefits, and deductions. The reports were crude but intelligible. I had a couple of questions that needed answering before I could affirm and recommend this provider to my client. I emailed the payroll company, explaining that I was a potential new customer who needed a bit of information, then sat back to wait for their answer.
Imagine my surprise when two hours later I got a three-word response: "SUCH AS WHAT?"
No "Dear Mhaolain's Child, thank you for considering my product. I am delighted to help you see that my product will be the perfect fit for your client." I immediately thought, "Well! They must not want new business, so on to Option #2!"
After performing a trial run with Option #2's product, I discovered that perhaps Option #1 might really be the best option if I could just get some answers. So, I tried another email (no telephone number was available, which should have been another clue!) The next response read, "Our help file has information about setting up company information. Did you read it?"
As a matter of fact, I have read all the documents relating to all the products I've researched, thank you very much. But I thought, "This must be some I.T. genius working out of his basement."
So, I tried once again for an answer to my situation. I'm sure you can guess that I never got a satisfactory answer from Option #1.
Today, I started working on Option #3. It's not quite as thorough and customizable as QuickPayroll, but it seems to be a good replacement. It's the most expensive of the three options, but it looks professional, processes and prints all the government documents, and lets me decide how to set up the payroll parameters for my client's needs. However, I needed an answer to one little question. This Option offered both an email address as well as a toll-free telephone number. With fingers crossed, I made the call.
As I explained who I was and why I was calling, I was quickly welcomed and thanked for trying their product. The voice on the other end answered my question thoroughly and invited me to call any time with any question.
Wow, what a difference in Customer Service! I have no hesitation now to recommend Option #3 to my client because this company will work hard to make my client a Raving Fan, which just happens to be my client's motto, too. Though their product is $50 more, I believe the product and service I will receive will be worth far more in the long run. As my mother always says, "Honey, you get what you pay for." She's a very wise woman!
Recent Comments