It’s not about being Jacob, it’s about being YOU!
Love this quote from our interview with Social Media / Customer Service proponent, Dave Carroll (of United Break’s Guitars fame):
“…customer service should be all the way through a company, and not just handled by the customer service department.” Dave Carroll
We recently interviewed Jack Mitchell, Author of the Hug Your Customers book, for the latest episode of our Conversations With PASSION Radio Show, and Jack shared some great ways his (Upper scale men’s clothing) organization has hugged their customers over the years.
You can hear our interview with Jack (from our Conversations With PASSION Radio Show) at http://www.blogtalkradio.com/conversationswithpassion
Now I ask, can you share some ways you have hugged (figuratively) your customers in recent years?
Yours in Success,
Lowest price really the correct answer? This video may just have the answer:
When was the last time you gave a standing ovation for a performance? What things did the performer do to get that standing ovation?
How could you apply this to your business so that you could get standing ovations (literal / figurative) from your customers?
Homework? Make a list of the 3 things that performer did to get the standing ovations from their customers (the audience) and then strategize around how you could incorporate these into your customer experiences?
Until then, yours in Success, Corey Poirier
So I drop by one of my favorite pizza shops (which shall remain un-named but perhaps just for the time being) to find “no one” working behind the counter.
I wait a few minutes, and then ring the bell (just in case the person is out back) but no one answers. I wait for a few more minutes before someone comes over and say’s “I saw the guy walk away about 15 minutes ago”
Now, out of principle I decide to wait. More people join me in waiting.
Finally the employee shows up, and I say, “Wow, we’ve been waiting 15 minutes at least.” His reply, “What kind of pizza do you want?”
I repeat, “You know we’ve been waiting here for 15 minutes and…” He cuts me off say’s “I’m leaving the company next week so I’m on my two weeks notice…do you want some pizza or not?”
So I continue, “So because you’re leaving, your current employer is entitled to only half an employee…are they paying you half your wages? Imagine if in two years you apply for a company and I’m the CEO of that company…wow, wouldn’t that be interesting?”
At this point he won’t look me in the eyes, and finally I order my slice of pizza (which thankfully is right in front of me so I can verify no spitting has occured).
The others in the line smile widely in my direction, I’m guessing because I didn’t let him off. Now, I know confronting someone like that isn’t always wise but I guess when you get tired of employees having indifference to their customers AND the people paying their bills, every now and then you want to try to make them consider their actions.
I have also sent word into the employer of the pizza shop as I would want to know about this as a business owner, if even to try and prevent it with future employees.
Oh, in case you’re wondering, the pizza still tasted as good as always.
And so, after sharing this story, I’d like to ask you an important question: How do act when the leader is not around OR if you are the leader, do you know how your employees are acting when you’re not around?
Something to consider isn’t it?
Until Then, Yours in Success, Corey Poirier
A couple of weeks ago, I saw SLASH (Yes, the Slash formerly of Guns N’ Roses and formerly of Velvet Revolver) perform at the Award Winning Northern Alberta Jubilee Theatre.
First, let me just say that it was a world class performance by a world class performer in a world class theatre.
These days though, with my customer service hat on, I always watch performances to see if the performer delivers on all four of my steps for delivering an A+ Customer Experience.
Let’s put SLASH’S performance to the test.
Step # 1: Making it about the customer? Yes. They played everything from GNR to Velvet Revolver to Slash’s solo CD’s.
Step # 2: Involving the customer? Yes. They continually asked the audience if they were having fun, commented on their previous experiences in the same city, and asked the audience to sing along many times.
Step # 3: Being in the moment? Yes. Didn’t see SLASH or any of the band checking their blackberries or I-Phones between songs
Step # 4: Delivering the wow? Yes. SLASH’s solos alone took care of this, but there brilliant performances of classic GNR tunes like Sweet Child of Mine and ParadiseCity (with Myles Kennedy nailing Axl’s voice to almost to a T) certainly didn’t hurt either.
So, now that we know SLASH (and many world class performers) deliver all four steps to creating (and delivering) an A+ Customer Experience, it’s time for you to ask whether you’re organization (or the company you work for) delivers on all four as well.
Until then, here’s to your greater success,
Note: To learn more about these four steps and how you can incorporate them into your company’s experience, or to book Corey for your next event, feel free to visit www.coreypoirier.com or contact us at firstname.lastname@example.org