I pride myself as being an upbeat, self-motivated, make-it-happen type of guy. In fact, my business card introduces me as a “Motivational Speaker”, so I must appear squared away more often than not.
I am also a seasoned realist: a guy who has been around the bases more than once and who has developed the skill of spotting a creep from 50 yards. I am a student of the customer service game and not much slips by me. I am good! This week alone, four organizations entered my world and rapidly positioned themselves in need of a “customer service” transfusion. In each case, I was prepared to make the contents of my wallet lighter with each of these companies being the beneficiary.
Disappointment is not the right word: incredible disenchantment better sums up my experience. Why do so many people fail to understand how this customer service game is played? Can we blame it on their parents, their teachers, the economy, local regulations, the church they probably do or don’t frequent, the sports team they follow, the books they do or don’t read? What? Can anybody shed light on this? I am confused to no end.
So as not to ruin this fine day, I will cut to the chase without bringing these establishments down in a fireball of negative angst. Let it suffice to say they involve a nursery, an eye doctor, an insurance agency, and a paving company. It appears that a single industry does not have the lousy representation department cornered.
The sad news (based on over 40 years of street-savvy experience) is that the people who need to read this article are out making bad first impressions. You (who are still reading) probably have this thing already figured out.
Here are my top ten suggestions to avoid my writing about you in future columns:
- If you are speaking to me, be interested in what I have to say.
- Look me in the eye more than once during every 10-minute conversation.
- Answer the phone as if I have the power to pay your next light bill.
- When you do answer the phone, stop doing what you were doing prior to answering the phone.
- Don’t tell me something simply for the sake of making me smile.
- Do what you say you will do.
- Call me back sooner rather than later.
- After you “made the sale” treat me like you are still trying to “make the sale.”
- Don’t assume that I am as smart as you are (In all probability, I am smarter).
- Keep me on your “update list” after our deal has been consummated.
So, there you have it. If you want to join the growing number of lousy businesses who are quick with their excuses as to why customers drive them mad, you don’t have to work too hard.
If you want to position yourself, on the other hand, as something special in a marketplace that is in need of somebody special, then reread my top ten list. It is as easy as that.
I’m Mike Marchev, and I promise to continue bad-mouthing lousy service. It just doesn’t have to be this way.
Mike Marchev is always looking for a few more proactive travel professionals to join his Sales and Marketing Club, mike@mikemarchev.com.
*** You want more to think about? Check out my weekly podcast (Miked Up Marchev). Also listed on Spotify, Apple Podcasts, Google, and iHeartRadio.
