When David Ogilvy, the great advertising genius, was beginning his business, he found himself “pitching” his new one-man agency to a large company. The smug buyer informed Ogilvy that the competing advertising agency was offering 30 people to handle his account. “How many people will you put on my account?” asked the buyer.
“How about one good one?” replied Ogilvy.
The rest is history. Ogilvy was awarded the business.
Let’s fast forward to the present.
This past weekend, I got around to calling my cell pone company to cancel my account due to poor service and a monthly bill that I failed to understand — for 24 straight billing cycles. The customer service woman (Donna) somehow convinced me to simply change billing plans, which I agreed to do.
Later, to confirm what I had just done, I decided to call for verification. Three calls and no one had heard of “Donna”, resulting in new frustrations and a serious question on my decision to remain a customer. During a fourth attempt, I managed to connect with a friendly representative (Tracey) who acknowledged my frustration and made it her business to solve my problem. So, what’s the message?
In the world of customer service, there are good people out there and there are less than adequate people out there.
You can’t change the world — but you can be on the lookout for the good people. Once you find them, your life is bound to improve. As for the “marginals,” try to avoid them.No sense in ruining a perfectly good day.
But more importantly, I am suggesting that you and your people be known as one of the “good guys.” Work at it and realize that there are people out there just waiting for you to freshen up their days … to help them with their predicaments…. and to help them solve their problems. Show them what enthusiasm sounds like, looks like, and feels like. Go the extra mile. Share your sense of humor. Be empathetic. Be fun…fun to be with and fun to be around.
Be fun. Be creative and a little “off-the-wall.” Fail a little faster. Don’t take yourself or your job so seriously. Take your customers more seriously.
Once I found a person who could help me, my day brightened up.
Go out there and brighten up someone else’s day.
Be one of the “Good Ones.”
Mike’s Inner Circle: Join my Inner Circle and I will help you find the magic. Allow me to look over your shoulder and I will help you (1) sleep better at night, (2) have more fun growing your business, and (3) put more money in your bank account. Ask for details … firstname.lastname@example.org