*It is far easier to ensure good customer service than to repair the damages of bad service – like trying to repair a broken window. (Photo credit: Shoes on Wires)

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

As former newspaper reporter, it breaks my heart to hear about a publication, especially one with as much history as the Rocky Mountain News, closing its doors.

The longtime daily published its last paper last month, just shy of its 150^th birthday.

For centuries, newspapers brought local, regional and national happenings to the doorsteps of millions. The world’s historical events were told through the eyes and words of eager journalists.

Today, the newspaper industry is suffering, not only from the current economic situation, but also from the public’s fascination with social media.

From blogs to social networking sites and podcasts, social media has redefined how we relate to each other as well as how we gather our information. Social media provides instant gratification – allowing social interaction with people from all over the world on any subject.

But, social media does not have to mean the end to the newspaper industry. The two mediums can live harmoniously. Newspapers need to embrace social media and expand their online presence in order to retain the newest generation of social media socialites.

Many publications have already established thriving blogs with editorialists, columnists, reporters and editors joining the world wide blogsphere.

According to social media experts at Cision, a media research service, newspapers successes in engaging readers in 2008 provides a positive outlook for 2009.

Through its Social Media Dashboard, Cision has been tracking newspapers’ transition to digital media and assessing its success in retaining readers as well as expanding their reach across the web.

While the newspaper industry has moved forward in its web presence, the job is not over. Publications must continue to stay on top of the newest social trends and the changing behaviors of readers.

However, the public must also be wary of relying solely on blogs and other social media outlets for their information. Newspapers and seasoned journalists offer a credibility that these outlets often can’t match. Not all news can be broadcast from the comfort of a home office. Newspapers provide the frontline coverage of everything from local city council meetings to the ongoing war in Iraq.

Newspapers can continue to provide this reliable and in-depth coverage, however, they need to be mindful of the changing times and technology, and deliver the news in the quickest and most convenient way for this new social media generation.

Newspapers vs. Social Media – It doesn’t have to be one or the other is a post from: RSA Blog

I took my wife to the doctor’s office today and held the door open for her and an elderly couple entering at the same time. The gentleman said, “Thank you”, and after entering, reached into his shirt pocket. He pulled out a small card and said, “Here, this is for you.”

My wife held the second entry door for them and he pulled out a card for her as well. Not really knowing what to expect, we flipped them over to find:

Pure Brilliance

My wife, who was in an immense amount of pain after throwing her back out yesterday, got a much needed laugh out of it. We sat and talked about what a pro this gentleman was – he did not skip a beat in his delivery and we imagined him handing out thousands of cards over the course of his many years.

A simple “Thank You” was plenty in return for holding the door, but instead he did so much more. Thanks, Free Ticket Guy.

Small, Free and Totally Made My Day is a post from: RSA Blog

The prize is nothing more or less than a little sneak preview of the new BBM Studios blog. Yes, the one you’re looking at right now. Somewhat anti-climatic, we know, but what were you expecting? We’re working as hard as we can; long days, longer nights, barely any sleep – hell, they rarely feed the monkeys here. (pssst, guys: if you have any poo, fling it now!)

Well anyway, enjoy your peep now while you still have us all to yourself. Just don’t taunt us. The cage isn’t that strong.

Congratulations is a post from: RSA Blog