Customer Connection

Think about it.  The phrase says it all . . . “C-O-L-D Call.”  Why would anyone want to make one – or receive one?  After all, according to Mirriam Webster.com, the definition of “cold’ is:  lack of the warmth of normal human emotion, friendliness, or compassion – detached, indifferent, impersonal

and lastly. . .

 giving the appearance of being dead

YIKES!

I don’t think any of us will win friends and influence people (let alone get a new customer) using the ”cold call” approach! 

I have a better idea.  Why not make a “WARM Call”.  For example, after a customer buys a product or receives a service from your organization or company, why not give them a call and see how they’re doing? or if you can help them in any way?  That’s impressive!  And, then they’ll tell all their friends to buy from you – because you really care about your customers. 

Voila!  FREE Advertising at it’s best!  And no more chilly phone calls!

Send me your thoughts at www.theserviceadvisors.com/blog and check out my website with tons of NO COST tips for more “word of mouth” (FREE) advertising at www.theserviceadvisors.com.

Hmmm. . . Facebook is definitely a way to attract the younger demographic who are more likely to place an order online using one of the many devices available from desk top computers to smart phones.  However, there is a BUT.  And, it’s a big but!

What happens when something goes wrong?  Do you think you’re going to be able to solve the problem over Facebook?   I can guarantee you one thing.  If the problem isn’t handled correctly (and beautifully) the problem will surface on Facebook.  The demographic that’s so willing to place an order on-line is also more than happy to share their experience – good and bad- via social media.

So, beware – trying to save $$ by going “all in” for social media customer service can be a minefield and easily blow up in your face.

What are your thoughts? Read more customer service tips at http://www.theserviceadvisors.com

I always recommend keeping factoids about your purchasers – slips of paper in a file folder, notes in a database, or handwritten scribbles in the margin of an invoice. Humanize your call center -build trust – create word of mouth, and increase sales by “rapping” with a client about their vacation, business conference or family reunion. It’s a very powerful and impressive tool, and the perfect technique when combined with “call backs.” Read more at www.theserviceadvisors.com/blog, or in The 11% Solution. A book all about no cost tips to get your customers to do the advertising for you!

Answer: Go the distance – and then some. If you can’t prove to the customer that you’ve done your darndest to respond to their request, (even if the outcome is negative), there could be serious repercussions.

Let me share an example. . . . A woman called me yesterday to complain that an insurance agency kept sending her mail, even tho she had called 4 times to request that they put her on the “do not mail” list.   On the 4th call, she was told “we’ve done all we can do.”    That response really ticked her off, and her next step was to formally complain to the Better Business Bureau.

A complaint on file with the BBB is serious stuff, so fortunately, she called me first to ask what she should do.

I first empathized, and told her that I understood her frustration at continuing to receive mail from them. Next, I asked her if she would be willing to call them one more time, and ask the agency what steps they had taken to scrub her from all their lists. If she was not convinced that they really had “done all they could do”, her next step is to advise them that they have a choice: they can try one more time to scrub her name off their lists – document – in writing- their efforts, or she will report them to the BBB.   At least this gives the insurance agency a chance to “fix” the problem, and perhaps apologize and recover.

Even tho, it was too late to prevent the woman from telling her story to the neighborhood, friends, family, and literally everyone she spoke to, hopefully, this turned out well for the woman and the insurance agency. Remember, your most loyal customers come from someone who was intially upset with you, but whom has been “recovered” properly.

I had an appointment at the house with an inspector. He actually called me to say he was stuck in traffic and would be about 15 – 30 minutes late. If any later, he would call me back and keep me posted. This phone call took 1 minute – 60 seconds – of his time, and made a HUGE difference to me. Now, if I could just get them to say their name when they answer the phone . . .

This is a test. Have I finally figured out how to feed my blog into Facebook?

It’s not easy being a customer service rep.  Wait a minute – I take that back.  It’s not easy being a GOOD customer service rep.  After all, what’s a rep to do when a customer is really angry, demanding, calling names and throwing things! 

Yep, it happens.  And, the most common response to the situation is defensiveness – on both sides.  The rep points out the customer’s mistakes (“you should have”. . . “our policy is”. . . “you kept changing your order”. . .), the customer bristles with hostility and takes it out on the rep.  GAME ON!  The power struggle ensues, and I guarantee, it never has a happy ending. 

The end result is a customer who never comes back, or one who tells not just their friends and family, but the entire world.   The angry customer just advised millions of web users never to go to your place of business, and bloggers delight in chiming in with shared sympathy. 

You will not win the battle with an angry customer – not in this day and age.  If you still have doubts about the impact of an angry customer, just GOOGLE “angry customer service stories.” 

Angry customers are taking their grievances to the web, and feel a sense of justification when they use the w.w.w.  to recount their poor customer service experiences.  The customer ultimately wins the power struggle and will relish in getting in “the last word.”  They name names, enjoy describing their aggressive behavior (how they threw and broke things), delight in sharing their cleverness and originality in name calling, and don’t blink when it comes to typing profanity on the web (one angry guy called a rep a “f – - – ing trollop”).  Yikes!  Not only is the customer service rep freaked out, but the supervisor has his/her hands full in dealing with the aftermath and the uproar. 

Now, is it possible to convert these angry customers into your most loyal fans and get the repeat sale?  Yep.   No Kidding.  I do it all the time.  And, you can, too.  It’s easy and the ultimate “win.”

Don’t let an unhappy or angry customer get out the door!  Use the Service Recovery technique to convert the angry customer into your most loyal fan.   All the steps involved in Service Recovery can be found in this blog at www.theserviceadvisors.com/blog.

I’m blogging all about it at www.theserviceadvisors.com/blog.  Check it out and get blown away!

Is there an epidemic of poor service in your world?  What do you do when you receive poor service?  Do you “fly off the handle”, “give them a piece of your mind?”  Ever give a thought as to how this behavior might be perpetuating the “poor service” epidemic? 

Take a minute to think about jobs you’ve had in the past.  If you’ve ever HAD a customer,  you’ve also BEEN a customer.  How so?  Well, Communication (and therefore, service) is a 2- way street.  And, remember:   Wherever you are on the communication chain, you’re either “giving” or “receiving.”

Here’s where the TSA (The Service Advisors) Cure for Poor Service comes into play.  Ever hear of the Golden Rule: “Do unto others as you would have them do unto you.” 

Here’s an example of how this Golden Rule thing works.  Let’s say you order a hamburger from a fast food clerk.  She messes up your order repeatedly, and won’t even say she’s sorry for the mix-up.  You’re the customer at this moment.  Then the transaction starts to shift.  You’ve waited 15 minutes for your “fast food”;  your anger and frustration start to get the best of you; you “pop” and tell the clerk that she’s incompetent, and you want your money back.   At that moment, the “shift” is complete, and the fast food clerk just became YOUR “customer.”

Did your response make her attitude better or worse?  Did she learn anything about customer service from your behavior?  I doubt it – anyone who is called “incompetent” is going to be even more distant with the next customer.  I’m inclined to think that she’ll only get more surly with her customers as the day goes on. 

So, the next time you receive poor customer service, and the vein in your forehead is starting to throb, remember to “inoculate” the situation with the TSA Cure.   Try out the Golden Rule, and instead of contributing to the problem, be a part of the solution!

For more TSA cures, and tips on how to use customer service techniques to increase sales, go to www.theserviceadvisors.com.

Happy Holidays Customer Service  (video)- I just heard a great customer service story  that I wanted to share with you.  My friend, Bonnie, used to be a bank teller at a drive-up window.  She had repeat customers that sometimes had their family pet in the car with them.   When the customer would send her their deposit via a pneumatic tube, she would return their receipt  – via the tube- with a dog buscuit enclosed.  She actually went to Trader Joe’s and bought dog biscuits in bulk so she could connect with her customers and put a smile on their face.  We’re all out there in the weather and the traffic searching for the perfect gift this holiday season- and we’re bound to have some good- (some bad) – customer service experiences.  We’ll either make a “connection” and bond with the merchant, or tell the world about our not so good experience!  Let’s hope, this season,  we all run into a “Bonnie.”   Happy Holidays Everybody!