With all of these strides to become better and better with customer interaction and “expectation delivery” why is it that so many people out there question that customer service is dead? I want good, consistent customer focused service. Too often in my industry of real estate we hear vendors, speakers and products touting the exemplary is necessary. Where I agree to an extent that the exemplary makes you memorable and is a pleasant surprise in certain elements – my issue is that we should probably focus on providing “really good” experiences first. These don’t HAVE to be amazing every time, they should simply focus on providing what the consumer expects and maybe a little more. There’s little value in providing OUTSTANDING service 1:5 times if the other 4 times it’s less than par.
What are you really focusing your brand on? Are you using killer beats and dancing hamsters to gain the trust and approval of someone that is looking to invest hundreds of thousands of dollars with you? Are you “gimmicking” your way through business right now? Take a minute to think about this. I mean I love dancing hamsters and all – but that doesn’t mean I want to drive their car. Do you?
WOMM is still THE most respected and effective form of marketing available, but with the power of the web, could turn against you in a minute’s time. With proper prepartation, message creation, and simple analyzation of past messages for improvements, etc. many of the common pitfalls we face could be avoided.