|
Learning From Others...
I've been thinking about purchasing a smart phone lately. I've done a lot of research and have been debating between a couple of different phones. Rather than continuing my online search, I thought it would be wise to visit a retail store to learn first-hand about my options.
It seemed like a good idea. When I arrived at the store and told the rep which phone I was interested in, he smiled, pointed over to a nearby phone display and said "There it is." I asked for a demo, he said "Sure - play around with it". I pressed a few buttons but nothing happened. I then asked if someone could show me the features. He called a co-worker over, who pushed a few buttons and then admitted that she didn't know what the phone could do either. Finally, I asked for a printed list of features which I could take with me. Their answer was that I would be "better off visiting the website." At that point, I couldn't have agreed more. I wasted my time and should have stayed home.
Leaving the store, I was disappointed that I wasn't enticed to leave with a new phone. Believe me, I was ready. As I drove off, I began to wonder how this company would feel if they knew that their employees provided this kind of non-service.
But, then I started thinking - Is this how MY company's customers feel when they visit our website or contact us? Do they receive the kind of service they were hoping for, or do they leave wishing for more? It's easy to find faults in others, but not so easy to see our own shortcomings.
Think of all the improvements we can make to our own businesses if we use frustrating interactions with others as lessons in what not to do. Is someone rude to you on the phone? Remember what bothered you about their comments and vow never to respond that way to others. Disgusted by poor service, or an unclean store or restaurant? Look around your own business and see if there are things that can be cleaned up and improved.
I know I can continue to improve my own company and I'm certain that my time would be better spent working on it, rather than attempting to solve the problems of others.
So, the next time you have a bad customer service or sales experience (and I'm certain you will), don't waste your energy trying to fix their problems, but instead, use that experience to provide better service to your customers. It will definately be time better spent.
Now, I think I'll get back to thinking about how we at Write On Results can improve our customer service. And, I might take a break now and then to get online and research smart phones!
Take Care,
Kathy Hrach
P.S. Thanks for reading this first edition of the "Pen & Paper Marketing" from Write On Results. It's always a little nerve-wracking to press the button and send out a first edition of anything, but it's also pretty exciting. I look forward to future editions & hope you'll send me your thoughts and comments to khrach@writeonresults.com.
A Great Quote...
"Don't complain about the snow on your neighbor's roof
when your own doorstep is unclean."
A Great Read...  
A favorite marketer of mine, Guy Kawasaki, recommended this book in an earlier blog posting. Every once in while you come upon a really amazing, life-changing book - this was it for me. I've read it three times and after writing this, I think I might pick it up and read it again.
This book isn't so much about writing as it is about creative thinking, finding your voice and daring to try new things. An inspiring book for any Marketer, Sales Professional or Entrepreneur.
About Me, About Us...
I'm Kathy Hrach, Co-founder of Write On Results, a direct marketing firm that specializes in real, hand addressed mailings for increased response rates.
While I love all of the new technology available for sales and marketing professionals, I believe that sometimes a simpler, old-fashioned approach in working with customers can be most effective. My goal for this newsletter and my business is to keep things simple and personal, keep an open mind and always be learning. Please feel free to email me your thoughts at khrach@writeonresults.com.
|
Write On Results
10 North Wisner Street, Suite A
Phone: 301-624-1705 | |