And how to be remarkable instead, like this venue.
In this day and age where there are so many choices, I could hardly believe the level of service I’ve recently received with a popular airline vendor. I felt bad for the person saying it, since it was pretty clear she wasn’t happy with her job to begin with.
Never should anyone lame out with a “I’m just doing my job.” What’s funny is that the same airline after 2 calls totaling over an hour and a half, one of their customer service agents told me that I can “argue all day” about an issue I was having.
We are all here to serve each other. I certainly wouldn’t speak that way to our customers. Being human is the differentiator in business.
Not following scripts and efficiency manuals.
Experience is the new economy. Getting a low price is nice but look at what was different:
1 – paying more than double for the flight fare
2 – getting hassled about the size of my carry on bag
3 – no snacks unless you pay
4 – no wifi
5 – majority of staff seemingly in a bad mood
That last point is critical. When status quo shapes your organization, don’t expect people to try to shoot for the stars.
I was originally going to stop the post here, but why not end on a positive note?
The next leg of the trip was MUCH better. I was in Miami for The Holmes Report Global PR conference (highly recommended! first timer
here) with our friends at Five Blocks, the event was held at the fabulous St. Regis Bal Harbor Resort.
Their ability to nearly help you before you yourself need help was astounding. Every single person working there I interacted with had impeccable manners and respect. St. Regis’ social media response team was so swift and incredible for so many guests, their marketing manager was asked to come on stage during David Meerman Scott’s session on real time marketing. They were that good.
It’s important to note that corporate culture plays a big role in how your employees interact with and are perceived by your customers. It may be nice to have training and guidance on resolving customer service issues, but it is equally important to hire the right people and give them leeway to resolve issues according to each unique situation. Imagine how much better the flight situation would have been if that customer service representative had options to exercise other than standing there bearing the full brunt of every customer’s frustration. Shaping a corporate culture that allows your employees freedom to be the linchpin is the key to customer service success.
I’ll leave you with this. Whether you are a company founder or work for someone else, you should strive to do your best and be remarkable.
Or as Seth Godin would say – be a Linchpin. Godin delivers a clarion call to us all to become indispensable. And this doesn’t mean that would need to start your own company. The linchpins is what keeps everything together.
What are you doing to be a Linchpin?
Maggie Kimberl also contributed to this post. You can find her on Twitter @LouGirl502.