Is customer service really marketing?
Most business owners look at "customer service" as a "necessary evil," preferring, instead to focus on the more "fun aspects" of the business like writing copy, brainstorming ideas, creating
products, etc. And the truth is, customer service can sometimes
be a chore... that is, until you realize it really IS marketing.
The people who really "get" this are the people at Disney. When you go to a Disney theme park, the place is kept as spotless as possible--in fact, they have "rapid deployment" cleanup crews whose only mission is to get to trash and messes as fast as possible.
They ride around in golf carts, armed with goop that will dissolve any type of chewing gum, candy, or whatever else a little kid may discard.
Disney does NOT consider these people "operations," they consider them a very important part of their marketing effort. See, they know people will notice how spotless the park is and then go off and tell their friends about it, friends who will come to Disney when their next vacation rolls around.
And so it goes with customer service. Customer service IS marketing, because, if done correctly it gives you an opportunity to further relationships with your customers and set up future sales to them. If done poorly, it can kill relationships and destroy future sales. As you may or may not know people LOVE to talk about how they were mistreated, given bad service etc., and if you give them bad service word gets around fast.
NOW, providing good customer service doe NOT mean you are available every waking moment of every day to jump when a customer calls.
What it does mean is, you define how your customer service will work from the beginning, you respond to customers in a timely manner, and you do what you say you will do. As long as you manage expectations, your customers will be happy--it's when you promise them things and don't deliver that they begin to get unhappy.
Anyways, I have a special treat for you. There's no one better to give you insights into the strategy of "customer service marketing" than our own customer service manager, Randy. He's been doing customer service in just about every environment for over 12 years, including a stint at AT&T Wireless where he was literally on the phone for 8 hours a day, with only a few breaks. He's been with us for close to a year now, and has done a really fantastic job, often going over and above the call of duty to take care of our customers (that includes working on weekends, and returning emails from home). Many of you have probably talked to Randy.
A few times a week, I'm going to publish "Randy's Corner" where he's going to give you some insights into making money via great customer service, plus give you an "insider's view" of the inner workings of Group M. He'll also offer a few "Randy Only" specials to the first few people to contact him. I think you'll really enjoy what he has to say, and I'm going to go ahead and publish his first issue.
***Randy's Corner***
Hi everybody!
Do you ever wonder if any body works here? Does it seem like no one answers the phone? Well one of the great benefits in being in the information business is that you don't need many or any employees. I am Michael's and Mr. X's only customer service person and I help, from our FreeMoneyWebsite owners, all the way to our full Licensees. In all honesty to do my job in the most efficient manner I can. I have to prioritize things, just like all of you should and must do.
Here are a list of reasons why I don't answer the phone:
1. I'm not here when you call.
2. I'm on the phone. I never put a customer on hold for another call.
3. I'm working on a project for Michael, Mr. X or another customer.
There are some great resources for you if I don't get back to you as quickly as you would like.
For FreeMoneyWebsite owners go to www.freemoneywebsite.com/faq.
For Upgraded NewMarketing sites go to www.newmarketingsite.com.
For Questions about The Magic Postcard Lease go www.groupmm.com/magic.
If you don't get the answer you need email me @ Randy[at]kimble-kennedy.com.
The best way to get a hold of me!
-Randy
Let's get to it...
Mr. X.
Group M Marketing
Kimble and Kennedy Publishing
products, etc. And the truth is, customer service can sometimes
be a chore... that is, until you realize it really IS marketing.
The people who really "get" this are the people at Disney. When you go to a Disney theme park, the place is kept as spotless as possible--in fact, they have "rapid deployment" cleanup crews whose only mission is to get to trash and messes as fast as possible.
They ride around in golf carts, armed with goop that will dissolve any type of chewing gum, candy, or whatever else a little kid may discard.
Disney does NOT consider these people "operations," they consider them a very important part of their marketing effort. See, they know people will notice how spotless the park is and then go off and tell their friends about it, friends who will come to Disney when their next vacation rolls around.
And so it goes with customer service. Customer service IS marketing, because, if done correctly it gives you an opportunity to further relationships with your customers and set up future sales to them. If done poorly, it can kill relationships and destroy future sales. As you may or may not know people LOVE to talk about how they were mistreated, given bad service etc., and if you give them bad service word gets around fast.
NOW, providing good customer service doe NOT mean you are available every waking moment of every day to jump when a customer calls.
What it does mean is, you define how your customer service will work from the beginning, you respond to customers in a timely manner, and you do what you say you will do. As long as you manage expectations, your customers will be happy--it's when you promise them things and don't deliver that they begin to get unhappy.
Anyways, I have a special treat for you. There's no one better to give you insights into the strategy of "customer service marketing" than our own customer service manager, Randy. He's been doing customer service in just about every environment for over 12 years, including a stint at AT&T Wireless where he was literally on the phone for 8 hours a day, with only a few breaks. He's been with us for close to a year now, and has done a really fantastic job, often going over and above the call of duty to take care of our customers (that includes working on weekends, and returning emails from home). Many of you have probably talked to Randy.
A few times a week, I'm going to publish "Randy's Corner" where he's going to give you some insights into making money via great customer service, plus give you an "insider's view" of the inner workings of Group M. He'll also offer a few "Randy Only" specials to the first few people to contact him. I think you'll really enjoy what he has to say, and I'm going to go ahead and publish his first issue.
***Randy's Corner***
Hi everybody!
Do you ever wonder if any body works here? Does it seem like no one answers the phone? Well one of the great benefits in being in the information business is that you don't need many or any employees. I am Michael's and Mr. X's only customer service person and I help, from our FreeMoneyWebsite owners, all the way to our full Licensees. In all honesty to do my job in the most efficient manner I can. I have to prioritize things, just like all of you should and must do.
Here are a list of reasons why I don't answer the phone:
1. I'm not here when you call.
2. I'm on the phone. I never put a customer on hold for another call.
3. I'm working on a project for Michael, Mr. X or another customer.
There are some great resources for you if I don't get back to you as quickly as you would like.
For FreeMoneyWebsite owners go to www.freemoneywebsite.com/faq.
For Upgraded NewMarketing sites go to www.newmarketingsite.com.
For Questions about The Magic Postcard Lease go www.groupmm.com/magic.
If you don't get the answer you need email me @ Randy[at]kimble-kennedy.com.
The best way to get a hold of me!
-Randy
Let's get to it...
Mr. X.
Group M Marketing
Kimble and Kennedy Publishing
