Customer Connection

Archive for February, 2011

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