Customer Service (on vacation-sorry-)
So, when was the last time you got a new email address and started from scratch actually walking through the experience of being a brand new customer to your business? Oh yea, a while back we did that…. maybe a couple of years ago and nothing has changed, so I’m sure it’s OK! Right?
Maybe not so much. The good news is with social media tools o’plenty you’ll find out quickly if it was a bad experience, right? Yea, and so will the rest of the world. Now when you disappoint one customer, hundreds or thousands may hear about it immediately and often these bad experiences (or simply not great experiences) could have been foreseen by simply taking a day and going through the process yourself! Play dumb because you may be completely ignorant to what it’s like right now being on the other end of the pipeline you so carefully built. Ask questions and see if your full time folks being on vacation makes any difference on the answers. Load your new stuff on an old OS and then on the beta for the latest and see how they feel. As the new customer call the support staff with questions and see how it feels.
Exactly as planned? No? Rarely does everything go perfectly in any business, but now it is so much more critical to take care of each and every customer or listener or viewer with the utmost care because they directly connected to hundreds more; plus, it’s just good business.
Take the time and sign up for a goofy new email address that will become your new spam address next week and walk into your company with a fresh perspective. I hope you’ll like what you see! If not, give me a call and we’ll try to fix it quickly!
