Did you know customer service is your brand?

This past week I experienced two significant customer service scenarios. As providers we forget clients are humans and remember first and foremost how we made them feel.

Your clients can and will purchase product/services from competitors. Clients will do so even if your competitor’s product is inferior to yours; where clients feel valued is where they will purchase.  

The first is I called our phone provider for service. I was on the phone for over 40 minutes with no resolution to our issue. At this juncture I had to jump off the call to make my coaching client call. I went to a local store for help and again no resolution. As a human being these are hours I cannot get back and “no” return on my time. How did I resolve our issue? I called the phone manufacture directly and they took care of me promptly, with care, and had a replacement the next day. We are now under serious consideration to move our business elsewhere as this company is consistent in not caring for clients.

The second customer service experience is with a direct product company. I have been a customer with them for about seven years and certainly have not spent as much money or years with them as I have with our phone provider. My experience with the call was prompt, courteous, and resolved my human-error issue without judgment. I received great care and concern for my order. I walked away with a huge return on my time as this conversation was less than 15 minutes and I felt like a winner.

This brings me to your brand. How you and your employees show up is your brand and how referrals if any will be passed forward.  Here are a few things to consider:

• Does your organization take action in what you say you will do?
• Does your organization go out of your way to welcome clients?
• Does your organization stay in contact with previous clients?
• Does your organization empower your clients to succeed with your product and/or service?
• How do clients feel when they have shopped or received your services?
• Biggie! What are you and your employees posting on social media?

If you want to know more please feel free to reach out to us. We have several tools you could easily implement to glean client satisfaction. From here you can build a strategy for strong brand communication.

Look Up & Out,

Tracy Worley