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This is right up my alley. I have often wondered why it is that companies want to claim to be number one - especially in something as fluid and perception-based as customer service. And then, if they do make the claim (whether they truly are or not), how long will it take before somebody starts to tear them apart for the claim? I know I've done it. A restaurant claims to have the best staff and service above all others and I immediately remember a bad experience at that establishment. That experience may have been 'off my radar', but that one cocky boast would bring it right back. On the other hand, those companies that use humour and say the kinds of things Avis did in their "We're number two!" campaign make me want to support them more.
It makes me think of my brother. Several years ago, he competed in triathlons. He didn't train at all, but he was the kind of guy who would finish, no matter what. He consistently came in last at every event he entered. He successfully branded himself as the 'Most Losingest Triathlete in Manitoba". He even walked and/or ran with his dog during the final leg of each race. He got some media coverage and people started coming out specifically to cheer him on. It just goes to show that you don't always have to be the best to get the most recognition and support.
4 months, 3 weeks ago on Customer Service: Should You Try for Second Place?
There is nothing I hate more than waiting to pay for something as the cashier chats away on the phone. It makes no difference to me if the conversation is personal or work-related. If it is work related, then there should be someone other than the cashier who can take the call while an actual transaction is about to happen. I don't know about any of you, but I have put down my merchandise and walked away in this situation...never to return. It may seem like a small thing to some business owners, but that one consumer can go to their friends and family and spread their story. In this age of social digital media, the amplification of that story can be exponential and near-catastrophic for some businesses.
Please, just get somebody else to answer the phone.
5 months, 1 week ago on Customers: Brand Ambassadors or Enemies for Life?
Thank you for this article.
I believe that because writing is such a personal thing, nobody can 'tell you how' to do it. I still use pen and paper most of the time, so I don't think it is silly at all. I use photographs as notes for the bulk of my blog entries. Some days I write my blog posts directly in Wordpress, but other days I choose to draft it in a Word document. I think it depends on my day or my week...did I lose my keys this week? Well, then maybe I'm feeling wary that I might lose all of my words on my Wordpress page today. Did I have crappy service at a restaurant and want to write about it RIGHT NOW? Well, then maybe I'll skip the word document today. I like to go by feel.
5 months, 3 weeks ago on Seven Tools for Writing Blog Posts