Comments on: Customer Service Goes a Long Way

By: Who's Your Gladys

Who's Your Gladys — Wed, 19 Aug 2009 10:46:27 +0000

[...] to help them, listen for feedback and are there just to say thank you. This is free and represents the little things that count in customer [...]

By: One-Year Anniversary of Small Hands, Big Ideas and My Move to Boulder | Small Hands, Big Ideas

Fri, 14 Aug 2009 15:03:20 +0000

[...] Customer Service Goes a Long Way February 09 [...]

By: The Humble Product Review | Small Hands, Big Ideas

The Humble Product Review | Small Hands, Big Ideas — Fri, 03 Jul 2009 15:06:53 +0000

[...] customer service channels and albeit they’re useful, I agree with Klaassen that “the humble product review,” has culturally changed the consumer-criticism [...]

By: Marilyn Suttle

Marilyn Suttle — Fri, 13 Feb 2009 09:59:31 +0000

Thanks for asking Grace. The title is:

"Who's Your Gladys? How to Turn Even Your Most Difficult Customer into Your Biggest Fan"

It's being released Sept 09 by AMACOM Books. Ten great companies like Preston Wynne Spa, Signapore Airlines, and others shared their most intimate details about how they handle customer service. Gladys is our poster child (a real customer - name changed of course) who went from "difficult" to an avid supporter of the company. My coauthor and I have been blogging at www.lovethemup.com and just started our new blog www.whosyourgladys.com. I'd love to have you stop by and visit.

This blog of yours Grace, is awesome - it's got a great feel, and interesting posts. Thanks!

By: Marilyn Suttle

Marilyn Suttle — Fri, 13 Feb 2009 04:59:31 +0000

By: Grace Boyle

Grace Boyle — Thu, 12 Feb 2009 18:31:26 +0000

@Marilyn Very interesting, thank you for sharing! I would love to hear more about your customer service book that you're putting together, when is it set to be released?

You bring up a very good point about Yelp and the reviews that certain services (such as a spa) can monitor. I think it's important to gauge what people are saying online about your service. By allowing them the luxury of writing what they think but also being honest, accepting the mistake, offering a do-over, to be a secret-shopper and of course, an apology. This is great, Marilyn!

By: Marilyn Suttle

Marilyn Suttle — Thu, 12 Feb 2009 18:12:13 +0000

I'm impressed with the companies that put real effort into recovery - when customer service goes wrong. It's a great way to create an emotional connection with customers.

One person I'm particularly impressed with is Peggy Wynne Borgman who runs Preston Wynne Spa. When customers are unhappy, they don't just tell their friends, they go onto online review sites like yelp.com and complain. Peggy keeps track of what's being said about her company, and when a negative review shows up, websites like yelp give business owners a way of anonomously contacting the complainer.

When I interviewed Peggy for my upcoming customer service book, she shared that she will contact the unhappy customer, apologize, and often offer a do-over. Sometimes she'll ask unhappy customers if they would like to be a secret-shopper and privately rate the service.

In every case, the review site complainers changed their reviews without ever being asked to do so by Peggy. She is so attentive to the happiness of her customers, that she makes a habit of doing everything she can to turn around an unhappy ones.

By: Grace Boyle

Grace Boyle — Wed, 11 Feb 2009 22:07:31 +0000

@Rebecca as we know, we're BOTH good at venting, dishing and listening (by now)!

I completely agree with you. I just don't understand why anyone has to be mean or rude, there's definitely a nice way to say no anyway. I have particularly found this to be true with PR. Secondly, it's all about the customer. Without them, you wouldn't have the sale or revenue, so why belittle them? Thanks for sharing your stories, Rebecca! Come and vent anytime

By: Rebecca

Rebecca — Wed, 11 Feb 2009 21:56:55 +0000

I don't have any great wow stories at the moment, but I can say as I call around to service providers (analytics, email marketing, pr firms, etc.), I'm quickly turned off by anyone who is the slightest bit mean. It's really hammered home the point, “You can never have a bad day.”

I also recently ordered a poster from a favorite niche designer who also blogs, but I never got it. I emailed her today and she was also mean, like it was my fault I didn't get it! She said she would send me a new one, but now I don't even want it.

Okay… thanks for the vent-fest.

By: Grace Boyle

Grace Boyle — Wed, 11 Feb 2009 19:53:09 +0000

@Jodie Excellent examples, thanks so much for sharing. I've heard about veterinarian's treating their animals better than humans felt they've been treated at Doctor offices.

As for the hotel, when the customer service is heightened it makes all the difference. Price starts to diminish, as long as they provide something like fresh baked cookies or even a note on your pillow about how they're glad you're there. Thanks for stopping by Jodie, and the Lijit fam is glad you're Lijit searching with us too!