Sending End
Not long ago I had a musing about a positive customer experience. Upon reflection one point that I should have elaborated on was the act (or art) of recognizing others.
We are all demanding as customers and even more so with the advent of the Internet. We know what is available and out there both in terms of products, service and/or the lack thereof.
Once a travel agent remarked (you could replace that title with 'car salesman', 'mortgage broker' and countless others) that the Internet was the bane of her existence.
If a girl has a lousy customer experience at Starbucks, it's quickly posted on the world wide web for all to see. A guy can show the world step by step how a kryptonite bike lock can be hacked with a bic pen.
You can't run from it. We are all quick to complain about bad customer experiences. And we are all subject to the consequences in the new digital age.
Nevertheless what about the other side of the coin? We all should take the time to recognize and acknowledge great customer experiences. Doesn't it feel good when you get a letter, phone call or email from a customer recognizing your efforts, your team or your company for a job well done?
So if you enjoy being on the receiving end, why not be sending end as well? If you have a great customer experience be sure to say thank you. But be sure to take it a step further and tell that employee's boss what a great job they did.
How? If you are in a restaurant, ask to speak to the manager and tell them of the great service you received. Myself and a colleague did that once when having dinner in Calgary a few years ago. The manager said she appreciated it because the same waitress apparently had a complaint the previous day from another customer.
I'm not recounting this to underline what a swell guy I am. I certainly have my detractors (the line starts over there) but if I can make a difference, then you can as well.
This practice doesn't only apply to external partners. If someone within your organization does an outstanding job, why not send an email thanking them but then cc. their boss or VP as well. That takes 'thank you' to a different level and requires little effort to do it.
So when the right opportunity comes to be on the sending end, what will you do? What goes around comes around.
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On a somewhat related and self-congratulatory level, I'm pleased to note that the CMA Blog was recently rated in the April 16, 2007 issue of Marketing Magazine as one of the top marketing blogs in a piece written by Mark Etting "If you only read 12 blogs..."
This is a definite compliment considering the CMA Blog has been up for less than year. Thanks to all contributors (whether you write, read or comment) who made it possible as we are in very distinguished company.
