For all of the social and digital media advice and trends I provide on this website, as I preach at conferences, keynotes, when I’m teaching, and anywhere people will listen—all of the social media engagement and listening in the world is trumped by remarkable customer service.
If you provide remarkable customer service, people will tell others through word of mouth and through social media. Conversely, if you have poor touch points with customer service, people will tell others.
I was flying cross country a couple of weeks ago and had a layover at DFW. Now I know airline gate agents are stressed to the max and have to deal with some outrageous people and situations at times, but watching what was happening for a few hours was amazing.
This happened to be American Airlines. I’m sure American has thousands of amazing people who go out of their way to help customers and make them feel good. However, on this day, at this gate, for a few hours, that wasn’t the case. The customers who would approach these gate agents did so politely. For three hours, never did I see a smile. Never did I see anything other than multi-tasking, transaction agents, mostly looking down while “customers” approached them.
Here are a few things to think about:
1. Love your job or leave it. It’s not prison.
2. Love your customers or leave them. Your job isn’t prison.
3. Provide remarkable customer service that people will talk about, otherwise your business is invisible and no different than any other business.
(c) Digital3000.net Joseph Barnes