As we navigate the stormy waters of our world today, we hear that we are “all in this together”. That implies we all have the same concerns and issues through the unprecedented pandemic our world is facing. As we get further into this, we are discovering that is not necessarily the case. More recently we are starting to hear that we are “all in the same storm but in different boats”. This is based on varying levels of circumstances and situations including physical and mental health issues, safety, security, financial and employment issues, social interaction, and working, schooling and childcare from home. We also come into this storm with different perspectives, risk tolerances, susceptibilities, resources and coping mechanisms. Some are hanging on to edge of the lifeboat by their fingertips while others are in close quarters on a large ship with illness spreading among residents. Still others may be on a more comfortable yacht, with some good days in spite of uncertainty… but even they are dealing with the issues of this changed world, figuring out what the “new normal” will be and how to get there. This is stressful in different ways for different people and has certainly slowed and hurt many businesses, industries, and the overall economy. As we adjust to the current situation we must adapt as new information comes at us daily and a phased return to “normal” is implemented. No doubt change will be continual over the next 12-18 months. Determining how we will operate during this time will be a learning curve for everyone. As we begin to hear specifics of a what a “phased approach” to reopening looks like, we need to think intentionally about what we can be doing now, in this phased interim period, to begin to operate in a “new normal”. There are different dates and rules in different regions. There is a caveat to all plans that we go slowly and only implement next steps if things go well with the current phase… There is a risk of backsliding on progress made to date if we jump in too fast. There is no easy, right answer here, we must learn and adapt as we go. Testing, for lack of a better word, will help us evolve and adjust as we move forward. Flexibility, patience, respect, empathy, and listening with intent to truly understand others who may have perspectives that vary from our own has never been more important. This is difficult during times of stress and anxiety, so self- care and awareness is an important skill to cultivate. We will likely need to reevaluate and reprioritize. We will certainly encounter new challenges and obstacles. We will consider multiple possible scenarios for the future. Discerning current, relevant, accurate information from among the noise will be challenging but critical. Learning to work from home brings an opportunity to connect in new ways, leverage technology, streamline and reduce or eliminate activity that is not productive. Businesses need to think through both a near-term transitional strategy as well as long term objectives. Approaching this interim period with an open mind, considering a variety of possible scenarios, pivoting, and adjusting to immediate circumstances will position businesses to weather this uncertain period. Managing costs and efficiencies may be critical to staying afloat in the near term, so that a longer-term plan for success can later be implemented. Financial challenges abound, but an opportunity exists to build goodwill and create a stronger foundation built on sincere care and connection with employees and customers. A thoughtful, intentional approach will help position businesses to weather this storm and prepare to ease re-entry. Simultaneously considering how to adapt to longer term more permanent business and industry shifts will be key in positioning organizations to survive or even thrive coming out of this period of uncertainty. We won’t just flip a switch on this and go back to the way we were, and each boat will take a slightly different path back to the shore. Considering the state of our individual “boats” in this storm will be critical in allowing us to safely dock our boats onshore, with the end goal of returning to a better place, the “normal” that will be our future.
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Have you ever had such a positive customer service experience that you felt you had to share it? Excellent customer service can leave you feeling like you just got the perfect gift... a gift you want to share with others! Great customer service provides an opportunity for companies to reinforce the authenticity of their brand and build relationships. Listening to customers, then helping them define their challenges and formulate solutions that meet or exceed expectations is all part of building trust. Pair that with dependability, honest communications, good value and convenient service and you've got the recipe for developing loyal customer relationships and referrals. In other words, giving the gift of great customer service can result in growth for your business! My Experience: What started out last Tuesday as a hassle and "one more thing on my list" to address before the holidays, turned out to be a simple, inexpensive solution that was fixed within 24 hours, checked off my list, and left me feeling heard, helped and happy! Shout out here to small business owner John Cochran (jbblinds.com) who took a few extra minutes to talk with me about my situation then provide a solution. The Problem: We have wood blinds through most of our house. Yesterday I had yet another turn rod mechanism break. (That's the mechanism inside the top of the blind that allows the rod that hangs down to move the wood slats, opening or closing the blinds.) Sometimes it's just the rod that breaks and is easy to replace. More often, it's the tiny plastic piece that connects to the inner mechanism at the top of the blind that breaks. This requires the entire mechanism be replaced or a new blind be installed. This was the third blind that was now broken, and this one was the largest blind in our kitchen. We open and close it daily. It was time to look into repair or replacement. New wood blinds are not cheap, and I was concerned I would need to replace all the blinds throughout the room so they would match... Dollar signs crept into the back of my mind. The Solution: I searched online (that's a story for another day) for "Blind Repair" in my city and began making calls. After leaving messages at several other blind companies, I got through right away to J&B Blinds. John (the owner) spent time on the phone with me as I described my issue and patiently explained that this particular brand of blind was no longer made. He then mentioned that sometimes there are other compatible parts that will work for repair, but that he'd need to see inside the mechanism at the top. The Sale John suggested I either bring the blinds into his office or he could come to my house, making sure I knew upfront that there was an $80 trip fee that would apply towards any repair. He then suggested another alternative. I could text him photos so he could see if the components he had were compatible with my blinds. I sent him photos. He reviewed them and texted me back within 90 minutes with a couple more questions, then confirmed that yes, he did believe he had the correct parts to fix my problem. Yay! Service To my delight, John was able to schedule my service for the following morning - yay again! Then he actually showed up when he said he would! (that one should be obvious, but it doesn’t always happen.) He fixed everything in well under an hour, replacing 3 turn rod mechanisms and 4 rods, then when finished he told me that the $80 covered all my repairs!! No new blinds required. Even better, I now have his card and business address so the next time one of these mechanisms breaks I know exactly who to call. Implications of Excellent Customer Service: Did John make a large sum of money on me today? No. Will he get my referrals for anyone I know who needs blinds cleaned or repaired, or needs new (non-custom) blinds installed in their home or business? You'd better believe it. Customer Service Lessons for Marketers:
In marketing, you can make a lot of claims and promises, but if you don't deliver it means nothing. Customer Service is the ultimate proof of whether your marketing claims are genuine or not. Do it well and you build trust, which leads to loyalty, customer testimonials, and growth for your company! |
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