Customer Service Rules the Day
Posted on Apr 7, 2010 by Valerie Touchstone
I talk a lot about customer service with clients – it is the foundation of solid marketing. I mean, honestly, the strategy can well thought-out, uber creative and executed flawlessly…but when the customer actually interacts – in person, online or via phone – with the company, if service isn’t up to snuff, it is really all for naught. Time and money right down the drain.
Customer service….it shouldn’t be mysterious or difficult. I had someone ask me recently to define customer service. I think customer service defines itself: service to the customer, i.e., taking care of customers’ needs, anticipating customers’ needs, understanding the situation from the customers’ point of view. And, in the company – customer relationship, like any other relationship, it’s the little things that count. Things like doing what you say you are going to do when you say you are going to do it, remembering special occasions, saying thank you, being timely and honest, acknowledging a mistake and doing what you can to make it right and so on.
However, as simple as the crucial business element of good customer is, it is also frustratingly rare.
So, when I had two examples of outstanding, memorable customer service come my way today, I opted for a “shout out” as part of my blog.
First, at lunch today, service was a bit slow. After inquiring about when my meal would arrive, the server explained they had been robbed during the night and dealing with that situation had taken the attention of several people, so they were short staffed and running behind. I was satisfied enough with that explanation, not to mentioned a bit chagrined
However, while I was paying my check, the server brought two certificates for a complimentary appetizer or dessert with a night meal. A simple gesture, but one that was appreciated. It simply let me know they recognized it had taken too long to bring my lunch during a business day – even though they had good reason to be running behind. So, kudos to Three Graces in Tifton!
Minutes later, I received a call from AT&T, my mobile carrier. A very pleasant young woman by the name of Ericka in Albany, Georgia, explained she was reviewing accounts and was calling to let me know I could save money by changing my texting package. Nice enough, but what really impressed me was when she noted that I also use Directory Assistance “frequently” (at $2 a pop, trust me, I know use it “frequently”) and that if I would just text GOOGLE (466453) with the name and city of the number I needed, I would receive a text back with the phone number and address – free! Now that is information I can use – and the experience created a positive impression of a mega company, which can be hard to accomplish.
So without a lot of effort or money, these two employees carried out the mission of their companies in outstanding fashion. Customer loyalty? Check the box.
Take a look around and see how everyone in your company can be empowered to deliver memorable service.
Side note: maybe everyone else was in the know about Google text thing and I was the only one still using Directory Assistance…but nonetheless, I was impressed she offered up the info.
Tagged: marketing, customer service, advertising, marketing strategy, marketing plans, website, logo, ads
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