Don’t be a customer service jerk!

jerkAlright my friends so perhaps a small rant will ensue.

Today I experienced 2, what some may say minor, but I saw horrendous bouts of crappy customer service. I’m here to write the stories so others don’t fall into these holes.

The first one came via an email from a Customer and Community Rep (Known from now on as rep.). This rep. (hmmm…careful who you choose to put in those positions) started their email by incorrectly spelling my name wrong in the reply email. I’m always flabbergasted at this as the email I just sent you had my name written all over it and you still couldn’t find a way to spell it right? Maybe this is just me being a baby after growing up never having anything with my name spelled correctly on it. Maybe I should be blaming my parents? Bah! (or my older brother since my parents didn’t even care to name me, wow so many scars) Anyhow the email didn’t get any better from there. It was a grand total of 1 line. It was perhaps one of the coldest emails I have ever gotten and it basically told me that this person had no time to meet, fair enough. However then this rep. proceeded to ask why I was emailing and what it was I wanted from them (spend some time just read a little bit it was in the original email). I take it this person is very busy and I can get that but what I really want from a GREAT community and customer rep. is someone who pretends to be a human. My email, as they all are was rather jovial and was looking to illicit some kind of fun loving response. The basics of the project which I outlined was that we wanted to have some fun with their company and support a really great cause. What I can never understand and no one will ever convince me is that they are too busy for a phone call. I don’t give a shit how big you’re company is or how grand your position is. Never stop being a damn human being. When someone reaches out to have a bit of fun why not take a few minutes to listen? Like I said this is a bit of a rant and I know some of you will say that maybe this rep. is just too busy and that this rep. shouldn’t waste their time. I fully disagree you’re a community rep. for goodness sakes and my connection came through a mutual friend and a mutual partner. Trust in others and make the time. Learn to laugh and learn to love and be open and you might just get the rewards you deserve. I say all of this because this rep. just lost their business a few thousand dollars ($$$$). Just because this rep. couldn’t pretend to be a human engaging another human for a few seconds.

Ok round two happened a later. I really love a good game of hide and go seek but this was fucking ridiculous. Every time I came around the corner and saw a customer service rep unless I went sprinting down the aisle they vanished. All this hunting and chasing in a store that delivers commissions. Hmm…but I didn’t look like I had money to buy anything, “what a time waster” is what I’m sure most of the customer rep folk thought to themselves. Then when I finally caught one in a corner I was pretty much pushed on to one of their unsuspecting associates as this little nerd was “going on break”. This push and shove continued between associates as more important looking people entered the store. So I left that store with the few hundred dollars I had in my pocket. Again the main lesson here is just pretend to be a human. You never really know who you might meet or what they might be able to do for you.

Bottom line don’t be a customer service jerk!

Just follow these 2 steps and you should be great at pretending to be a human.

1. Smile at everyone and look them in the eyes

2. Listen – and I mean take some time, clear your head and really listen to what that person has to say. You know kinda like you care or something.

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Word of mouth is social media

Lately I have been hearing a lot of the same comments be it in a training I am offering, a conference I am speaking at or attending, and/or a client I am working with, “I just don’t have the time to do social media.” This is usually followed by, “plus my business really runs on word of mouth advertising so social media isn’t really that big for me.” To all of that I sincerely say “bullshit!” I’m not sure if people have realized this or not yet but social media is word-of-mouth. I mean you are literally taking your word-of-mouth and exploding it’s reach. Therefore making time for social media is not something people should be scared of. I say scared quite deliberately because honestly I know what that feels like. “I won’t have anything to share”, “who will follow me?”, “what social media tools should I use?”, “couldn’t I spend a whole day on those sites not really being productive with my time?” These are all questions that flood people’s minds and I know this because they have all been a part of my thoughts as well at one point or another. All of this to say I am not touting social media as the ultimate solution to any business or even that social media should be king of all. What I mean to say is that social media is what it is. It is a way to build relationships and get to know others who you may never otherwise have the chance to meet (hi Gary Vaynerchuk and Sir Richard Branson). Social media is simply a tool. It is not something to be feared and it is not something to be overwhelmed by.

Of course not being feared and not being overwhelmed by it is easier said than done. My advice has always been for people to learn, to watch how others are using various platforms, to play with various platforms, to really take the time to understand how each of them operates and then and only then decide which one (or few) suits them. There is a social media platform to help just about anyone get more engaged with current clients, colleagues, future clients, and just people in general so you need to learn which one is best suited to your needs and capabilities. And yes it is going to take time. If you put the time in learning how to use Twitter properly and not just dismissing (without ever really seeing how people are using it productively) it as a 140 character narration of people’s useless lives with minute details then the benefits will be there. Social media is like anything else in your business it takes time to learn it but it can add great value.

One other thought on all of this, don’t ever let social media be all about you and what you are doing. While you are great and your services are amazing I don’t know how many times I visit a facebook page or a twitterfeed or anything for that matter only to see a sale notice or a discount notice or a new product being featured. Social media is an opportunity. It is an opportunity for others to get to know you. Interact with others, give opinions, take a stand, say what you are thinking and for goodness sakes be honest! Also just like real world interactions with business partners and clients social media is about relationships and conversations. Who do you trust? who do you listen to? who do you talk with? why? All of this translates directly into the world of social media.

Finally I must revisit the statement I am hearing over and over “I don’t have the time to do social media.” Fuck! if I hear that one more time from an entrepreneur who is struggling with customer engagement I’m going to pack up my bags and move into the woods (might do that anyway, still dreaming and scheming). Hello, Einstein can you say your famous line one more time? “by definition insanity is doing the same thing over and over again and expecting different results.” I mean holy crap people if you have been doing newspaper ads for hundreds of years and all of sudden they aren’t working like they used to (a very overused statement that I hear often, “oh but for years and years this has always worked”) isn’t it time to invest in learning a new form of communication and to try something a little different.

All of this to say I would never advocate ditching all the old methods because some of them are about who you are as a person and what the company’s character (do you think your company has character? what does it look like?) is all about. I still send old fashioned hand written letters to clients, prospects, and partners and I LOVE receiving them in the mail.

I guess the end result of this really long rant has been don’t be afraid to try new things and don’t forget all marketing or any selling is about RELATIONSHIPS. It is about having an open and honest conversation. So please go out and play, listen, learn, watch, and have a good time figuring out how best to connect with whomever it is you are trying to connect with (answering who you are trying to connect with is a great question and a much longer post at another time. Because believe me your business, even though you think it is, is NOT for everyone.)