Posted by Becky Carroll on May 11, 2007
Demanding Excellent Service
Christy Brewer over at the Quicken Loans blog The Diff shares a frustration many of us share that focus on the customer: we analyze the experience everywhere we go! Much like the joke about the psychologist constantly analyzing friends, Christy tells the story of how she has analyzed her experiences at the hardware store and at a medical office. She and I must be long-lost kin, because this paragraph sounds so much like something I would blog:
Providing great customer service is not hard. In fact, the more you do it, you realize that it’s actually easier to be excellent in the first place, rather than trying to fix the experience after turning off a client or customer. Great customer service really does boil down to the simple things. Anticipating needs and then meeting them. Listening like you are doing the talking. Doing what you say you will do.
Keep the faith, Christy! We can spread the word and help change the world more quickly than you think.
The Southwest Airlines Conversation
Geoff Livingston of the Buzz Bin has a great interview with Brian Lusk from Southwest Airlines as their blog, Nuts About Southwest, celebrates its first anniversary. The Southwest blog is truly an ongoing customer conversation where customers have influenced major airline decisions. Many employees have started to participate as well, both by blogging and by leaving comments. Here is a quote from Brian about these customer-employee blog conversations:
They simply are conversations you might have with any friend, and we consider our participants to be our friends. But, it builds relationships with our Customers. This is very similar to the relationships our Station and Inflight Employees build with their regular Customers.
The interview also discusses the way Southwest participates in the customer conversation and truly shows their customers Southwest cares about what they think. An excellent interview! Special thanks to Toby Bloomberg of the Diva Marketing Blog for highlighting this post.