By Kandi Moulder | August 23, 2011

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!

By Coree | July 18, 2011

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. …Read more »

By Tarah Heupel | June 3, 2010

Summer usually brings a few of our favorite things – like sunshine, days at the lake, hiking and grilling. This summer also brings the RSA office a few jackrabbits. Not the little fluffy ones that munch on your garden (put down the BB gun!), but rather three lovely summer interns from South Dakota State University.

Kandi Moulder – Account Management, SEM

Kandi

“I may not believe in myself, but I believe in what I’m doing.” – Jimmy Page

Kandi is a senior at SDSU in Brookings majoring in advertising with a minor in art. She originally hails from Jeffers, a small town in Southern Minnesota. She’s not kidding when she says small; there were more people living in her dorm hall at SDSU than in her hometown.

Kandi is a bit of an art addict. Spending the summer without her art supplies – or her cat, Kitty – is going to be tough. She made her first trip to Art Alley a few weeks ago and fell in love. She plans to make it down there a few more times this summer. …Read more »

By Tarah Heupel | May 20, 2010

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. …Read more »

By Kyle McCabe | March 17, 2010

That's right. Dinosaurs.

I’ll be driving through eastern South Dakota next week. It’s a drive I’ve made many times, though I’m usually on my way to Minneapolis. This time Sioux Falls is my destination, and I’m pumped.

I’m heading out that way to attend the OTA Sessions–an event that, if you’re a small (or large) business owner, marketer, salesperson, PR pro, or creative in the Midwest, you should not miss.

OTA is the first conference of its type in South Dakota, as far as I know. From the website: …Read more »

By Kyle McCabe | November 10, 2009

Twitter overload...

I was reluctant – VERY reluctant – to write this post. Do we really need another post about Twitter? I’ve run across some Twitter users (for biz) lately that tells me perhaps we do. After all, some people are just now signing up, and may not have read any of the twizillion “Twitter 101″ posts available.

So… here we are. How to set up and use Twitter for business.

1. Use your real name.
When you sign up your account, include your real name. It can be your username or not, but include it in the “name” field at the least.

If you don’t want people to know who you are, social media probably isn’t for you. …Read more »

By Kyle McCabe | October 20, 2009

Is full transparency really a good idea?

Almost every “how-to” or list of tips on using social media includes some kind of advice on being authentic or transparent. I’m not convinced we all agree on what things like transparency and authenticity mean in this context.

Transparency
No one is really serious about full transparency. Full transparency would entail communication of every detail of your life. I don’t know about you, but I’m not too keen on the idea I should tell you when I use the bathroom or what my email password is. If I update a social app with the fact that I’ve left work, I don’t think I’m obligated to tell you where I’m going. Or who I’m meeting. Or what kind of drugs I’m buying. What?

Yes, the truth is there’s stuff I don’t want you to know about. Stuff you *shouldn’t* know. Not drugs, exactly – I’ve been clean for at least a few weeks. The point is “transparency” is sort of a misnomer – no one really means it. Translucent? The reality is probably more opaque. …Read more »

By Jillian Anderson | October 8, 2009

"People are in social media to be socially active, not to be sold."

Earlier this week, I attended a Social Networking seminar at Western Dakota Tech, put on by the Rapid City Chamber of Commerce.  It was really quite interesting with approximately 85 people from local businesses in attendance.

I was particularly interested in what Adam Beshara (Marketing Specialist at Golden West Technologies) would share about Twitter and then how Realtor Lee Alley (with Prudential Kahler Realtors) would talk about Facebook for business.  Both of these presenters impressed me with their realistic take/talk about social media for business in general.  So much so, I want to share some of their key (form my perspective) points.

…Read more »

By Kyle McCabe | August 20, 2009

Most of us who are active in social web spaces (i.e. Twitter, Facebook, etc.) do it privately – that is to say, we’re engaging online with friends and family. But what if you’re doing it for a business? How should you present yourself?

It can be difficult to know where to draw the line between the personal and professional when dealing with brands, vendors, clients, customers, etc. After all, you are YOU, and though you may represent your organization, you’re still a person. And people engage with other people.

Look, I “tweet” personal stuff all the time. Granted, I’m not the principle of the organization, or even a high-level operative (so to speak). So although I do represent my company to a degree, I’m safe from being seen as “the company voice.” Not so, for others. Being seen as the representative of the organization can put you in a tight spot where the line between personal and professional gets a little blurry. …Read more »

By Vincent Tyson | July 8, 2009

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… …Read more »