Archive - Customer Service RSS Feed

No way to compliment

January 20, 2012 in Company Culture, Connecting, Customer Service, Rants, Tools with 4 Comments

This week I had a great customer service experience while arranging for my warranty covered notebook to be repaired. That is not what prompted this post though. The reason I am writing this resulted to from the response the rep gave to a question at the end of our online chat.  I was a happy customer. My computer was going to be fixed and returned free of charge in 7-9 days. The rep had answered all my questions, was polite, and most of all human in their communication. As a result, I wanted to give them a shout out.  I asked how best I could do that via Twitter, Facebook or Google Plus.  The response was frustrating.  They told me that I should expect a survey shortly and I could reflect my satisfaction by filling it out. Ok, wow. I hate filling out surveys.  Likely it will in no way help out the rep that gave me stellar service.

This was not the fault of the rep.  As company leaders we have broken systems. The bigger the company the more broken they are.  What I understood from the end of my chat was that there was no way for a customer to compliment them. The rep had no channel or tool outside of a boring survey to give to a happy customer.  With engagement being the currency of today’s business economy HP appeared bankrupt. Unlike the rep I know that they could have said the following:

Oh, that is great?  Yes we have a Facebook page located at http://www.facebook.com/HP or you can mention this on Twiiter. Our twitter account is https://twitter.com//hp.  We are just starting out on Google Plus but you can engage there as well.

Everyone is learning in this ever changing social space. Customer service reps are the front line heroes.  If you have the power give them some as well.  Hire employees you trust and give them flexibility to engage as well as the training to do it well.

Engage and connect over interrupt, please!

October 11, 2011 in Connecting, Customer Service, Rants with 2 Comments

I wish that was the case when it came to big companies: Engage over interrupt. But unfortunately they still choose to interrupt us.  I am a State Farm client.  I chose them because my local agent Chris Nordyke is all about engagement.  His company though is still stuck in interrupt mode sending me snail mail that goes unopened right in the recycle bin.  Worse, they show up on sites where I am trying to

get something done.  Here is an example of an ad that wastes my time and forces me to think about becoming a customer even though I already am one.  I am trying to use the site to find a new home, so every time I visit the site the ad plays …just as if I had never been there before.  How much of their multi millions marketing budget is spent on commercial ads, mailers and gimicky campaigns like this one that could instead be driven down to agents like mine.  I can think of many ways he would readily engage his community and customer base even more with that money.  But no, they continue to interrupt us instead of treating us like people.  If it was not for the heart and people behind my local version of State Farm I would quickly move on.

Saying yes

September 2, 2011 in Company Culture, Connecting, Customer Service, Marketing with 8 Comments

When it comes to customer service, saying yes easily sets you apart. Customer connections can be built by being a problem solver.

This summer I was on a short road trip with my family. We had just purchased a car for my wife and were enjoying our first trip. About two hours into our journey we started to hear a vibration noise. Sure enough as we pulled into a rest area another traveler alerted to something dragging under the front of the vehicle. A close inspection revealed that the noise plate screws under the engine had loosened, causing it to drag. While it was not a dangerous situation we still wanted to make sure we could get it fixed before we continued. I decided to drive another 15 miles to the nearest town, since there was no clearance under the vehicle for me to fix it myself.

Call it conditioning or just good marketing, I first thought of the tire sales and service chain Les Schwab. For as long as I can remember they have been known for running out to meet you with a helpful mindset. If they could not fix your roadside issue they would quickly call someone to arrange a solution. Never would they leave you in a bind. They have always been known for their yes, at least they used to be.

As we pulled into the parking lot I knew we were in for a different experience. No one ran out to great us.  Walking into the lobby I got a obligatory look from the woman tending the counter.  As I began to explain my problem the manager standing near by over heard and simply told me there was nothing they could do.  He explained they were too busy and didn’t have the right tools.  He even told me they had no duct tape.  I then gave him another chance and asked if he knew of a shop he could refer. Again he said “no”.  I have heard their service had gone down hill but this was pretty bad.

From where I stood I could see an auto service shop across the street. Knowing I was not going to have help at Les Schwab I decided to give the other business a try.  The shop appeared to be busy as well but the service employee outside said he thought they could help. Going inside I again explained my problem. They were indeed busy and had no one handy to help.  What was great though was the owner handed me a roll of duct tape and said I was welcome to use the parking lot.  As I walked back out to the car the customer service woman ran out and motioned for me to drive around back.  As I pulled around to the back of the shop she guided me to the car lift where I could prop the front up enough to work on the plate.  The car easily now had enough room to secure the plate.  They had succeeded in helping us get back on the road.  It all came down to a simple “yes, we can help”.

I don’t care what your business is, no should be a last resort.  People ask our business all the time for services we don’t offer.  We always direct them to someone who can help.  The simple act of loaning me duct tape guaranteed I will always remember them. I have already told many about their act of kindness. I have spent thousands of dollars at Les Schwab and none at Kelly’s Auto Service. To them it didn’t matter, they just said yes.

She’s a communications manager! Now what?

August 31, 2011 in Connecting, Customer Service, Marketing, Social Networking, Tools, Twitter with 0 Comments

Today a friend contacted me with great news.  She was recently hired as a communications manager for an event center.  She has reinventing herself. So at the outset of this she asked what advice I could offer as she ventures out into this new space.

Not wanting to overwhelm, I decided to keep the first steps really simple.  So I shared these three principles: Listen first, engage, and most of all promote others.  Yes,  it is much more complex than that.  What I see too often is communications made too complex.   So here is how I broke those three down for her.

Listen:  Gather all the interested parties that exist in your business world (customers, collaborator/partners, vendors, champions, friends and colleagues. Never discount anyone as the contact database and scope is developed.  It is hard to gauge who will be a valuable contact. Sometimes the most unlikely ones will be the best.  Hangout where the community gathers, both on and off line.  Really learn about the community before you jump in.  Use tools like Rapportive to gather all the outposts they use.

Engage: Once you have a feel for the community, begin to engage and add value. Be sincere and open.  Don’t be afraid to take risks.  Some things will work and other won’t.  Only trying will tell.  Don’t assume that a tool like twitter is the one to use.  Fill the toolbox with what the community already uses.  Most of all give them a place to gather; preferably your home base (like a blog) where the attention gained can easily be guided to the things you want to offer.

Promote Others: Luckily this principle is a staple in the event business.  Other than just being a good practice because it is the right thing to do, you will become known for someone of value, someone to be connected to.

Please add more since this is an ongoing conversation.  I am so excited to see where she goes with it.

I chased him down

May 31, 2011 in Connecting, Customer Service, General, Marketing, Social Networking, Twitter with 0 Comments

We were having a meeting in the Soma Games/Code-Monkeys office a couple of weeks ago near the front of the shop. In the middle of the meeting Chris Skaggs our CTO yelled out, “he is wearing our shirt!”. We all turned to look out the street front window. A guy in his twenties had just walked by wearing a Soma t-shirt. I immediately jumped up, opened the door and chased him down. He turned around as I called out, noting that he was wearing our t-shirt. I then asked him where he got it, telling him I thought it was cool he was wearing it. He said a guy named Chris had given it to him when he stopped in the shop out of curiosity. I thanked him for wearing it and invited him in to come in anytime to play XBox or see our latest projects.

I remember thinking to myself as I began to chase the guy down “what the heck am I doing”. I realize I really didn’t care if he thought I was nut. I was so excited this guys was walking around with our brand on him. I was going to do anything to make sure he knew we appreciated it.

That is what makes the difference today. Every fan, customer and community member matters. They have a voice and they hold the keys to you getting your name known. So when they wear your t-shirt, give you a shout out or blog about you, chase them down and make sure they know you saw you appreciate what they do. It doesn’t cost a thing and it goes a long way to further enchantment.

Here are a few examples of brands that listened this week.

A friend asked about the best Microsoft Office document app for the iPad. We had a conversation on twitter and Quick Office chimed in with a thank you.

I have a twitter list I use to promote Authors who are engaged on line. Using Paper.li the list sends out a note about the top posts from that list. Several Authors say thanks. Two of which are Ted Coine and Laurie King through her famous character from her Beekeepers Apprentice Novels Mary Russell, Sherlock Holmes’ young assistant.

These gestures are worth more than prizes and they can never be bought.

Gun Shy

March 1, 2011 in Company Culture, Connecting, Customer Service with 5 Comments

As we checked into The Beverly Hills Hotel last Friday, my wife and I both noticed how nervous but nice the front desk staff appeared. We were informed that our room was not ready yet and since they were fully booked for the weekend they did not know how soon it would be. A guest had over stayed and they were trying to get her out. Even after reassuring them that we were easygoing they continued to apologize. You see, they were gun shy.
I had assumed that the staff was accustomed to regular screaming and fit throwing by guests who did not get their way. That was confirmed today when I saw three separate interactions in the lobby where guests accosted the staff over petty details.
The hotel staff has world class customer service. Coming from a family of restaurant and resort owners I know great service when I see it. As a five star hotel you would expect that, but after visiting with security staff like Pete and the warm, friendly and kind staff of the cafe in the basement, front desk and room service I can say they truly deserve respect. I have written several drafts on the responsibility of the customer, but post by friend Mark Jones Jr. inspired me to finally post one.
The staff, server, or attendant you treat with either kindness or cruelty may very well be the person you serve one day. Why not leave them enchanted instead of gun shy?

Old boots and lasting customers

February 15, 2011 in Company Culture, Connecting, Customer Service, General, Marketing with 11 Comments

n the early 90′s Eddie Bauer was still trying to uphold the great customer satisfaction guarantee their founder established back in 1922. He basically said that you could bring back any item no matter how worn or old, for a full refund, no questions asked. The customer’s satisfaction came first. It was that policy that made me want to work for the company back then. Over the years as stock manager and floor salesman I met many lifetime customers that stayed with Eddie Bauer for the integrity of that policy……

Continue Reading...

Would you hire someone to talk to your spouse?

January 13, 2011 in Company Culture, Connecting, Customer Service, General, Marketing, Publishing, Tools with 4 Comments

While at a content marketing conference today I heard several people encouraging others to hire outsourcing for your content. Now understand, I am all for outsourcing, just not the things that are essential to your voice and building trust. So I asked my friend Terri Nopp that question: would you hire someone to talk to your children or your spouse? Your customers, your tribe, your community are important to you, right? Hopefully they are. She replied “a counselor”. We had a good laugh. So yes, good point, but that is if you have a problem with someone you are trying to reach.

Hire guides, consultants and mentors. Ask them……..

Continue Reading...

Do you have a way for me to contact you?

December 29, 2010 in Connecting, Customer Service, General, Marketing, Tools, Twitter with 8 Comments

Would you ever make a business card without a phone number and email address? No.  Then why leave out ways to contact you, the most critical information on your website or blog?  It is a common mistake.  I just tried to contact twenty or more people who had won an ebook on my site. All I had twitter account names. Only a few had a way for me to contact them directly.  One thing was common as I navigated each of their sites, (some did not even list a site on their twitter profile) no contact information.  At first this might seem unnecessary, but lets just take a scenario. Someone finds your site, likes how you write, shoot video, record, or connect. They like it so much they want to work with you.  To do that they usually want to contact you directly. Yes, they could leave a comment on your blog, announce it on Twitter publicly, request a friendship on Facebook, but really these are too many steps. Make it simple. If you don’t know how to make your information available in a safe way, just leave a comment.  If I can’t help you I have lots of friends that will chime in.

Why not engage? Everything else can wait

December 21, 2010 in Company Culture, Connecting, Customer Service, General, Marketing, Rants, Social Networking, Tools, Twitter with 2 Comments

The front-line of success today is engagement, and you do have time for it.  You can find many services that will do your bookkeeping, scheduling, purchasing, even research and a multitude of other tasks for you, but you are the only one your customers or readers want to engage with.

During my early twenties I was a stock manager for a clothing company. My stockroom staff were both trained in shipping/receiving as well as excellent sales people. Often when a new hire started, it was hard for them to understand that their highest priority was on the salesroom floor.  If customers were around they needed to be engaged in conversation and making sure their needs were being met.  The stock room could wait.

The salesroom floor where we greeted every customer with a welcoming smile and helpful attitude was called the front line. I enjoyed working with the best of these stockroom employees because while they were helping customers they were also constantly checking to see if tables needed to be restocked or stacks straightened. They were also the first ones to know if sizes could be found at the request of a customer.

They had time to both do the work behind the scenes and still engage with customers. So do you.  There is no shortage of tools to keep us connected with  customers and plenty of resources available to teach you how to use them efficiently.  Besides if you are passionate about what you do you will never tire from talking about it and in the process you will be building a tribe of sneezers, those they can help but tell all their friends about your gadget, book, window cleaning or cupcakes.

Page 1 of 212»