“Customers may forget what you said but they’ll never forget how you made them feel” – Unknown
Your business exists – solely for the customer.
So – Imagine if your business was the Dell 24 hour Customer Service Center.
Not even the one in India – the one in Austin.
Your customer calls Customer Service Center and wait for a – connection – or for an answer. And Wait. Wait. Wait.
Nothing. Yet it is happening in thousands of businesses today – even though remedial technology exists to prevent it.
If this happened when you called Dell, AT&T or Direct TV, would you be a returning customer?
You hear media talent and morning programs all over the country – ranting about the poor customer service they receive at different establishments.
Irony is – most don’t answer their OWN phone – or rarely return a voice mail.
If you’re truly honest, the Customer Service side of your business – needs help.
And how does your brand handle the Customer?
Try improving ONE thing in your Customer Service area every week.
Start with the first point of contact and work back through the organization.
Ask for input from your staff.
Be a Customer Service Ninja.
Three decades ago at Edens Broadcasting, Owner Gary Edens created a superior customer service culture (pre-voicemail) that demanded every phone be answered within three rings.
And – if you were walking by a ringing phone you were required to answer it and take a message.
Every person, from the CEO to research assistants was a Customer Service Ninja.
And – it was a terrific culture to work.
Your Customer Service Culture can change – and begins with you.
Next Week – Which Lap To Lead
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 Radio & Records, NAB’s Marconi, Radio Ink and has coached CMA, ACM and Marconi winning talent. Kevin lives in St. Louis with his wife of 30 years, Monica. Reach Kevin at (314) 882-2148 or robinsonmedia.fm.