Who are the #wecando businesses? It's much more enjoyable talking about those businesses that are customer centric and rise above the mass?
Yesterday I had yet another poor service experience - we were on our way to pick up a new cooler from an online auction house Grays for Kim's shop (that's another story - the body corporate giving shop owners just two days notice they'll be replacing the roof over the next three weeks and are removing the air conditioners).
Anyway, the crux of the complaint was the operators "stick to the rules/ status quo" attitude in the face of common sense or satisfied customer experience. It was like the ability to think and make a decision was outside her realm. I wonder if you've ever been fired for bending bad policy to look after a customer? I'm reminded of the Vogons in Hitch Hikers Guide.
I was compelled to tweet and flame (term used for negative online comments) and share my ranting rage.
Then I thought about an active Facebook post from the previous day.
"next time, stop and think about that before you hit the return button on your next post or comment? Everything you put on the Internet is forever, to be indexed, searchable & shared. " I said that - far out - pause!
My beloved dad used to tell me your reputation is everything - it's what you stand for - guard it with you life - it will open doors and opportunities and how you will be remembered.
So what do you do about these negative comments?
I suppose there are always options - do you worry about it or not? Does the critics review of your restaurant, film or business matter? Is the complaining customer just ignorant, misinformed or just out to cause trouble and bad blood like an attention seeking school clown?
What if you ignore the rant and it becomes a groundswell - an Egyptian online driven revolution!
In Robert Green's 48 Laws of Power he says "Reputation is the cornerstone of power. Through reputation alone you can intimidate and win; once you slip, however, you are vulnerable, and will be attacked on all sides. Make your reputation unassailable. Always be alert to potential attacks and thwart them before they happen. Meanwhile, learn to destroy your enemies by opening holes in their own reputations. Then stand aside and let public opinion hang them."
Through all your actions you continually shape the perceptions "your reputation" of others - consequently lies personal responsibility. For example - a coffee shop for fantastic scrambled eggs; your favourite band for great live shows; your tourist destination for unspoilt crystal clear water, you or your boss as a great leader of men (and women). These are all messages that spread easily (Robin Dickinson's Sharewords).
So how do you empower your fans; your sneezers (term used for positive online comments); your advocates to influence online public opinion?
- Listen (Google Alerts)
- Know your messages - the things that matter most
- Engage in conversation (Twitter; Facebook; Blogs)
- Create good content that shares.
- Recreate, Innovate & Deliver
Who are the #wecando businesses? Those businesses that are customer centric?
I immediately think of Iggy and UXCConnect - much has been written about their innovation culture. I'm reminded of a sales girl at Bras and Things in Wollongong who was incredible (fleeced another couple of hundred out of my wallet for Kim). Personally, my film guys who are always open to my creative challenges.
Tell me about your happy customer experiences - it's much more fun.