Customer service needs more cowbell.

I recently took my car in to get new brakes. I had never been to this shop, so I was a little unsure what kind of experience I was going to have. Happily, the owner was more than helpful. He didn’t just put cheap brakes on my car, he asked me what kind of budget I was working with and explained the different types, gave me his own recommendation and then asked what I wanted.

When I came back to pick up my car I found that he had not only replaced my brakes, but also cleaned my car and fixed a small dent in my hood free of charge. Why? Simply because he would have done the same if it was his own car. Treating my car like it was his own assured me, the customer, that my car was in good hands.

What makes a good customer experience?

This assurance is what made my experience a good one. It isn’t always just the deals or the selection; customer service can make or break the shopping experience, gaining you a loyal customer or a poor online review.

But good customer service isn’t just about greeting customers with a smile anymore. People are looking for a personal connection even in business dealings. By making an effort to form relationships, you start to build the kind of trust that results in repeat customers.

This isn’t like building friendships, though – it’s less about getting to know each other personally and more about caring for customers as people rather than money machines. It can be as simple as offering your knowledge and advice to the customer, even if they didn’t ask for it. If people feel like they are doing business with someone who genuinely cares about helping them out, they are more likely to return.

Every customer is important – treat them so!

Every customer should feel they are the most important one you have. It’s that VIP feeling that will make a one-time customer return again.

Have you ever walked into a store and heard the standard “Is there anything I can help you with today?” greeting? How about someone who not only helped you find what you were looking for, but asked what kind of product you were looking for, gave recommendations and helped you choose something to fit your needs? It’s service like this that makes a good shopping experience because they know they can depend on you to get them what they need.

Pricing and novelty aren’t always the customer’s motivation. Building relationships with your current customers based on the level of service you provide and the way you treat them as people is one of the best things you can do for your business.

Recall the last time you had a great experience with customer service. What made it so great? Use those experiences to start giving your own customers great service.

Have a great customer service story? Share it here in the comments!

(Customer) Relationship Advice is a post from: RSA Blog

Love your nuts

Have you ever been so excited about something that it didn’t matter who you were talking to you just had to share it with them? Maybe it’s your favorite team or band, or maybe even your favorite brand.

That happened to me recently. I picked up a book and it’s one of those that just sets your brains on fire and you find yourself nodding or commenting audibly as you read. I happened to be lounging by the pool while I was reading this book, and as I laughed out loud and frantically made notes in the margin a shadow was suddenly cast over my pages.

“What’s that you’re reading?” I looked up and the person asking was notably intoxicated, barely able to stand on his own. Now the average person might not have bothered to give a serious answer, but I, being not average, took off into an animated rant about how the contents of the book could change people’s lives. The inquiring drunk stumbled off mumbling to himself, “that lady is nuts,” while I sat there grinning, thrilled to have shared what I was reading.

And I keep sharing! Why? Because I believe it; it resonates with me. It’s something I can identify with, something I can get behind and be a part of.

Maybe you’ve been on the receiving end of a similar diatribe and thought the very thing my inebriated Sherlock Holmes did: “this person is a nut!” But imagine for a moment this “nut” was raving about you or your product. Would they have your full attention then?

These proverbial nuts are the kind of customers every business should strive to have! They are your biggest fans. These are the people who will champion your brand long after you are gone. So rather than stumble away from them shaking your head, instead shake their hands and get to know them. Discover what it is they love so much about your brand and what you can do to make them happier still. Start a conversation that will keep them talking and ranting to everyone they meet – sober or otherwise.

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Photo courtesy of strangeones

Love Your Nuts is a post from: RSA Blog

A while ago I wrote about the idea of being “transparent” or “authentic” in the social web. My theory is that full transparency is actually over-disclosure (and therefore undesirable), and authenticity just means don’t be fake (rather than meaning “show yourself without any sort of filter,” as the word might imply).

This theory applies to social business (use of social media for an organization) as well.

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Transparency in Business

No single person is obligated to tell anyone anything (outside the legal sphere), but good communication demands a certain level of honesty.

For business, depending on the type of organization, you may be obligated to share certain information with employees, shareholders, customers, and the government. The relevant question, however, is where and when to do so.

Much of the information you might communicate to shareholders or employees probably isn’t appropriate for social media. But when communicating with customers, potential customers, and the public at large, reasonably honesty goes a long way.

Some advice:

• Own up to your mistakes, and do it quickly
• Be as quick to acknowledge failure as you are to boast success
• Respond to negative feedback in a constructive way, without giving people the runaround
• Let people know who they are talking to – a person is much more attractive than a brand
• If you post or reblog someone else’s idea or content, give them credit

Authenticity in Business

Authenticity is just as important for business as it is for personal, social activity. If you want real relationships with real people in any arena, a certain level of genuine openness is essential. The difference for business is that authenticity is about the brand, not the people.

We all know what it’s like to see or hear ads that just seem fake, or hear people talk in ways that seem inauthentic (by the way, we’ll help you drive granular methodologies leveraging next-generation applications to integrate leading-edge infomediaries). Our reactions may vary, but I would guess most people recognize this kind of artificiality for what it is, and reject it. No one who talks this way is being authentic.

Some advice:

• Your mode of authenticity will depend on the brand you represent. If your brand is about “quality customer service,” well you better not be treating your customers like an inconvenience
• Likewise if you tell a customer you’ll fix a problem, then fix it – don’t give them the runaround
• Neither should you be telling people you do things you don’t really do. If you sell a product of moderate quality in order to keep to a certain price point, don’t tell people you sell a product of the highest quality
• Don’t lie unless you’re a liar and want to be known as such
• Authenticity doesn’t necessarily mean you have to show the negative side of your organization, but when you’re showing ANY side, make it real
• If you’re ashamed to be authentic in this way, you need to change your business

Growth of social media gives us a new opportunity to expose the real “us” – business or personal – to other people. This is a good thing – it builds trust and long-term relationships.

So if you’re going to embark upon any social communication effort, just get rid of the old business persona of detached, callous, robotic nonsense. Be real.

Social Media and Business: Don’t Be Fake is a post from: RSA Blog

Toyota, apparently one of the most popular brands in America, and indeed one of the largest car makers in the world, seems to have a little PR problem. KOTA TV recently interviewed our CEO, Robert Sharp, asking him what his opinion on the whole debacle was. Robert has been quite open with all of us here about his view of the saga which has devastated the car maker’s finances, after having to recall millions of its cars and SUVs as well as its luxury brand Lexus which shares the parts bin with its bigger brother.

So what was Robert’s take? Well let’s start with honesty – it’s clear Toyota knew there was a problem early on, and with such a stronghold in the car market they should have reacted far sooner, leaving owners and potential customers in no doubt that their interests would be protected by this giant of manufacturing. Instead, it hesitated, confusing the media with mixed messages, many being perceived as dishonest, misleading and unprofessional. It seems that even those at the top of Toyota were not sure of how to react, and after several deaths, insurance industry investigations and lawsuit filings, they finally (kind of) admitted liability.

Unfortunately for Toyota, this episode in its long and successful history has left a sour taste in the mouths of many – and it’s still not over as we’ve yet to see the results of many claims against the company. Though in the longer term they are likely to recover, senior management of the company must be reeling at their own mishandling of the situation. It’s a lesson that many can learn from, indeed, I am sure many have. Domestic car makers in the US and Europe have no doubt capitalized on these recent events, as well they should.

The lesson here: don’t repeat Toyota’s mistakes – be honest with your customers, adapt quickly, and react in a constructive way. It may be embarrassing, but far less so than being found out and having to admit not only the mistake, but also the deception.

What is this, 3rd grade? Tell the truth, kids. Not only will your customers thank you, but you will also avoid giving your competitors an opening.

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Photo from automoblog

Toyota’s Customer Service and PR Failure is a post from: RSA Blog

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The last time I wrote a blog for RSA I discussed the joys and pitfalls of the customer service experience, and promised to return with an update on the window issue. Well I am pleased to say the glass was finally replaced and they did it on time! Wow – some good news.

Now I have another story that addresses customer service and its huge importance in today’s world.

Customer Service Failure

This customer service story involves Sears. The situation has angered me so much that I was forced to employ measures that I had never used before. Sears – a company with outlets in towns and cities across the US- was responsible for the manufacture of many of the appliances in my home. Unfortunately for me one of those appliances, the Range, has slowly developed a fault.

The root cause of the problem was the oven door hinges – they had warped due to the heat. When I called Sears, they said that my particular unit was not covered. I was furious! I was certain the model was covered but this particular range apparently was not. After asking for a call back from the manager and waiting several days without a returned call, I turned to Facebook. I went to the Sears page and selected “I like” (the old “become a fan” button – why oh why?). Anyway – back to my point – this is what I wrote, word-for-word, on their Facebook wall:

“Sears service is diabolical – I have a range that clearly has a fault. The oven door will not close and the heat is escaping and the light stays on – it seems that the heat has affected the hinges. Online forums tell me that there has been a service flash for this model. When I called Sears and after several attempts to get through – because their phone system is so bad and anti-customer, I was told that my particular model (based on the serial number) is not covered. This is sickening – it is clear that all of the model range is affected and yet I am not covered. This is a FAULT Sears; the item is defective and I am now going to have to pay to fix it. The service I am receiving will make me never to want to buy a product from this company again. Steer clear.”

After a few minutes I received an email from Carla Furca, the Social Media Moderator at Sears Holdings Corp. She told me that she’d pass my complaint to the Sears Cares team to get this problem resolved.

“That’s not how it works at Sears”

It doesn’t stop there though. After I receive a call from Robert, a member of the Sears Cares team, it seems that Sears doesn’t care at all. The nice chap told me that although there was a problem, I would have to foot the bill for parts and labor, and Sears would happily reimburse me for the service charge. Now I am not an unfair person; if this fault had occurred due to wear and tear, I would happily pay both charges.

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But an oven should last more than four years – and parts should not buckle under heat. This is, after all, an oven! Surely its components would have been tested for their suitability in a hot environment?

After arguing for a few minutes, Robert eventually checked the recall notice and determined that my range was indeed covered after all. What? Why, then, did I have to go through this entirely futile process only to be told that I was covered all along? The basic truth of the matter is that Sears will cover you, but only if you shout the loudest – it’s an outrage.

As I write this, I am awaiting the service engineer who said he’d arrive between 8 a.m. and noon. It’s 11:05 and I am still waiting.

Robert, the Sears agent who has been assigned to my case, told me the engineer doesn’t routinely carry any parts and that I will most likely have to wait for the part before they can fix the range at a later date. I argued that surely you know what the problem is, as it is a recall – why not have the part with the engineer? Robert’s response was “that’s not how it works at Sears.” It seems that Sears likes to be inefficient and distrust the word of its customers. Soon after this appointment, a second appointment was arranged and the appliance was suitably fixed.

Social Media Win

So what’s the moral of this story? Well I believe that Sears needs to invest the same amount of money in its service department as it does in its marketing department. It’s all too common these days for companies to scrimp on one of the most important areas of their operation. There are companies out there doing this who are successful – they work: TigerDirect, Virgin, even the IRS (I was overwhelmed to receive a call from them this morning just letting me know that it was processing my tax return and that it had everything it needed – shocking!). If the IRS can get it right, why can’t commercial enterprise?

This story also proves the power of social media – Facebook really can help. Anyone in the services industry should really consider how a social media strategy could not only strengthen their business, but grow it too. I hope Sears improves its basic level of service; I know it’s had difficulties in recent years, but it needs to get it right so that next time I’ll be writing a glowing review.

Share your good or bad customer service story in the comments!

The Importance of Customer Service is a post from: RSA Blog

Ericka Heiser speaks to 1000+

Yesterday a few of us had the opportunity to attend the first Day of Excellence in Rapid City. Hosted by Leadership Rapid City, the one-day conference focused on fostering personal and professional growth.

We showed up to the Rushmore Plaza Civic Center yesterday, coffee in hand, interested to see if the speakers would have anything to teach us (and praying they would be funny). More than 1,200 people had the same idea, and luckily, we weren’t disappointed.

Aubrey says:

Developing a sense of purpose for everything you do: Mike “oooooh-stir” Oster, Lieutenant Colonel for the South Dakota Army National Guard, began the day with an outstanding discussion on self improvement. Helping others realize their maximum potential is Mike’s strength and the crowd enjoyed it.

Through demonstration and audience participation, Mike showed us the effects of negativity on your mental and physical strength. He said some things are obvious (like not frying bacon naked), but others, like determining your goals and knowing your purpose, are more difficult. My favorite take away from the speech is Mike’s advice to start the day out right by “smiling yourself out of bed.”

The Five Powers of Leadership: As an experienced trainer in the practice of building partnerships, Malcom Chapman provided conference attendees with many useful tools – or powers – that can help anyone become a stronger leader.  Malcom expressed that if you are willing to change, then you can make it happen – a point that touched me and many other members of the audience.

Tarah says:

What goes around, comes around: I had read V.J. Smith’s book, “The Richest Man in Town,” a few years ago, but listening to him tell the story of Marty, a Walmart cashier who touched thousands of lives, still put a lump in my throat. V.J. impressed upon the crowd a few VIPs (very important points), including 1) you get what you give; 2) you don’t need money to be truly rich; and 3) never ever forget to say thank you.

Side note: If you haven’t read V.J.’s book, I highly recommend it! Aubrey even bought a copy, so if you ask nicely, maybe you can borrow hers.

I’m a Sally: Bryan Flanagan, a corporate trainer for Zig Ziglar in Dallas, took us through a series of exercises to determine our personality types (David, Irene, Sally, Charles).  While identifying a working personality is nothing new, Bryan did give practical tips for relating to other personality types – including what words and tones to use to communicate most effectively. Bryan also encouraged us to bring out other parts of our personalities in the workplace, meaning I need to work on bringing out my inner Irene.

We left Day of Excellence feeling happy and uplifted – and impressed that so many people in the Black Hills community turned out for the event. Leadership Rapid City was able to donate $44,000 to local charities, making it a truly excellent experience.

Did you attend? What was the best part of the Day for you?

Never Fry Bacon Naked….and Other Important Lessons is a post from: RSA Blog

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In an economic drought, good customer service is digging for water. You have to work at it and be smart about it, but it doesn’t have to be difficult. Here are a few things you can do right now to improve your customer service.

1. Listen to your customers
Listen to their complaints. Listen to their problems and their solutions. Listen to their successes and failures, their goals and plans, hopes and dreams; their boring and crazy stories. But don’t just be passive. Ask your customers to talk!

These are the people you need, and who need you. They are the lifeblood of your business, and they are your community. Get to know them, build relationships. Build trust. It starts with listening. Share their excitement, but be quick to root out and squash the causes of their frustrations.

2. Listen to your colleagues
The employee is every bit as important as the customer. An employee can make or break a sale; can gain the trust and loyalty of a customer, or lose it forever.

Listening does not just mean hearing sounds; it’s not passive. It means comprehending, it means dialogue. It means suppressing the ego, looking for the causes of problems, and solving them.

If you are a business owner, your staff represents YOU to your customers, but they also represent your customers to you. Better pay attention. If you work for someone, listen to your co-workers in the same way. This builds trust and shapes a cohesive unit, leading to better customer service.

3. Be open to change
Listening is good, because it allows excitement to be shared and also the burden of frustrations. But understanding the things you hear is one thing – acting on them is another. What created the excitement? Can we try to create more of this? What caused the frustration? How can we avoid more of this?

Change is hard. But it happens with or without you. Your customers and employees, both, will expect poor situations to be fixed. If it doesn’t happen they will no longer be yours.

4. Follow through
Do what you say you’re going to do. I absolutely hate it when people don’t follow through, all the more so because I’ve failed in this area so many times. But it’s as critical as it is fundamental; if you say you will provide a service, then do so. If you say “we provide quality customer service,” or “service you can depend on,” well dammit you’d better deliver.

The corollary to this, of course, is don’t tell me you’re going to do something if you don’t know for sure if you can. A little open communication goes a long way.

5. Strive for consistency
Say you go to a restaurant where you absolutely love the food, but are disappointed by poor quality. How likely are you to return? How likely are you to say to others, “yeah, this place is going downhill”?

Maintaining consistent quality of product or service is difficult. There are many variables, but remember you’re not in this alone. Your customers will tell you if you’re slipping, and so will your employees. Take care of points 1 and 2, and you’ll stand a much better chance of staying on top of this one. But also remember consistency has to apply to all the above points.

Good customer service takes unceasing effort. Maybe that’s why so many businesses don’t have it, or don’t have it consistently. But does any of this stuff work? Is it worth the effort? Am I full of crap?

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Photo courtesy of Tonamel

5 Ways To Improve Your Customer Service is a post from: RSA Blog

Whenever I sit down to go through ideas for blog posts, I inevitably think of a few that sound great, only to realize hey, we already wrote that one. A lot of the things we wrote about last year are still relevant even now – maybe more so.

Looking back through our logs, it’s no surprise to find some content was more popular than others. After all, we’re still experimenting to find the sort of thing you, our readers, find most useful.

To make sure you didn’t miss any of the good ones from last year, here’s a short list of our most viewed posts from 2009.

Why Good Customer Service Is So Important

5 Reasons Not to Cut Your Marketing Budget in a Recession

Elements of Internet Marketing

Going Nuts? Don’t Cut your Marketing

Should You Put Video On Your Website?

Understanding Web Design

14 Practical Uses For Social Media

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Photo courtesy of kevinzim

Stuff You Liked From 2009 is a post from: RSA Blog

Why are any of us in business? I think that’s a question more people should ask themselves. Sometimes, I don’t know why some businesses bother to go on.

Lately service, or rather a lack of it, has really got to me. I recently ordered some replacement glass for my new house from a local (nameless) company. One of the windows was cracked when I moved in. It was delivered after two weeks which is when the trouble started. Not only was the glass too big, but I also had to pay a Glazier for a window that wasn’t fitted.

The glass company happily took the window back, admitting that it had measured it wrong (good so far). They said that they’d let me know when the new glass was ready. Fast forward six weeks; one more incorrectly measured pane of glass, and I am now fuming. For some time they weren’t even answering my calls; even the shop was closed when I went to visit. Eventually after several phone calls – and a call to the owner’s personal residence – I have a new piece of glass that is supposed to be going in this weekend (I’ll keep you posted). What really annoyed me was the lack of contact and severe delays with no explanation or apology. Rest assured I won’t be going back!

If I contrast this with another story of poor service, it illustrates how things can start out bad, but turn out for the best…

In 1998 my niece was born. She was living in Germany and I was living in England. At the time I wasn’t flush with cash, so, saving for a flight took some time. Nevertheless, I couldn’t miss an opportunity to see my sister’s first child, a beautiful baby girl. So I ended up in Dusseldorf, Germany, and spent a week there, taking pictures of my new niece and having a generally great time (I am a big beer drinker, eater of fresh pretzels, ahh… Ahem, that’s another blog).

So I got back to England and rushed the pictures to the developers – I didn’t have a digital camera at the time and in England, I used to use a well known chemist who also developed photos. Unfortunately, I did not use the 1-hour service which means that your photos stay in the store. Instead, I used the more affordable option, which took longer, but meant the photos were sent away to a processing center. The developer then lost the photos. I angrily explained the importance of these photos as they were of a newborn far away in Germany; therefore not immediately accessible for more snaps.

A week went by and I received a letter from the company’s Operations Manager, who apologized for the loss and gave me a check for £100 (about $155). While it was nice to receive a check, and also a signed letter, it did not bring my photos back. So I wrote back and enclosed the initial check, explaining that the photos were worth far more than this. A few days later, the company called me, and suggested that they pay for first class plane tickets back to Germany over Christmas for me and my family (three of us). I couldn’t believe my ears – I was ecstatic and accepted the offer – we spent a delightful Christmas and New Year in Dusseldorf.

Even after all of these years, I recall this story easily; it truly restored my faith in this company and it also demonstrated that humanity and dignity are a considerable element in quality service. It also proves a point, that while some customer experiences are negative, they can be turned into a positive if managed in the proper way.

Everyone accepts that things go wrong, we all make mistakes; doctors remove the wrong kidney; our troops are hit by “friendly fire”; it’s not intentional – it’s regrettable. I don’t for one minute believe that the harsh realities of modern warfare or mistakes in the medical profession are comparable to my customer service stories. But ultimately the most important thread in all of these analogies is how we deal with the aftermath, how we deal with difficult situations. In my view we need to embrace our mistakes; put measures into place that eliminate their reoccurrence and constantly evaluate our performance. Ultimately, a great customer experience should be at the heart of all we do. We just need to remind ourselves of that sometimes because in this day and age, customer service is a matter of survival. Customer service should never be an afterthought.

Why Good Customer Service is so Important is a post from: RSA Blog