“Just having satisfied customers isn’t good enough – anymore.  If you really want a booming business – you have to create raving fans” – Ken Blanchard

We are ALL in Customer – Service.

And – the list of exceptional customer service is – short.

Sadly – the exception – not the rule.

Traditional media has gutted their Customer Service – often flipped great ‘social media presence’.  Not the same.

Examples of superior service at retail:

  1. Trader Joe’s – Sample anything (uncooked) on demand
  1. Costco – Return anything – no questions asked
  1. Amazon – “We’re customer obsessed” – Jeff Bezos.  Lost package – next day replacement

See other outstanding examples – here.

Recently – visiting a NATIONAL radio group with sparking lobby and fantastic facilities.

Zero humans to be found in reception – visitors are buzzed from a remote windowless office.

Alternately – if you’re privileged to visit small market broadcaster Neuhoff Media – in their corporate offices or a market.

LIVE, smiling and enthusiastic people – there to greet you.

Simple actions to improve YOUR Customer Service:

  1. Return EACH message voice – email – direct message
  2. Hand-written thank you notes – a lost art
  3. Mail any prize to your winners – easy path to fulfillment
  4. Respond to every social media note – quickly
  5. Form a small circle of fans – reach out to them regularly for feedback

This short list – which could be much longer – has little investment.

The emotional equity you build will be huge.

When it comes to serving the customer – we endorse what we allow.

Next Week: Leader – or – Boss

Kevin Robinson is a record-setting and award-winning programmer.  His brands consistently perform in the Top 3 of the target – often times as the list leader.  In his 35 years of radio, he’s successfully programmed or consulted nearly every English language radio brand.  Known largely as a trusted talent coach, he’s the only personality mentor who’s coached three different morning shows on three different stations in the same major market to the #1 position.  His efforts have been recognized by The World Wide Radio Summit Radio & Records, NAB’s Marconi, Radio Ink and has coached CMA, ACM and Marconi winning talent.  He is also a featured speaker to national groups and state associations. Kevin lives in Indiana with his wife of 33 years, Monica.  Reach Kevin at (317) 769-0583 or kevin@robinsonmedia.fm.