“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:
- Trader Joe’s – Sample anything (uncooked) on demand
- Costco – Return anything – no questions asked
- 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:
- Return EACH message voice – email – direct message
- Hand-written thank you notes – a lost art
- Mail any prize to your winners – easy path to fulfillment
- Respond to every social media note – quickly
- 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.