Every time a customer calls it’s an opportunity. The only question is: how are you taking advantage of it?
Answer: HELLO! Not a thank you for the call, telling me how important it is while you put me on hold for the next available agent, or to “serve me better” ask me to select from among the following eight options.
From: Cory Doctorow
Sent: Sunday, January 03, 2010 11:09 AM
To: Andy Sernovitz
Subject: ——————————————Hi there! I’m on an email-free family holiday until January 11, 2010.
Rather than start the year with a mountain (and it *would* be a MOUNTAIN!) of email, I’m just not accepting any new email while I’m away. Please email me after January 11 if you’d still like to get in touch with me.
If this is urgent, here’s some people you can get in touch with: …
via Andy Sernovitz
This is an absolutely awesome testimony of how AJ Bombers, a Milwaukee, Wisconsin hamburger joint, credits their success almost entirely to Twitter.
How AJ Bombers is Powered by Social Media - Kitchen Table Talks (via chrisbrogan)
MailChimp, like Google, changes their logo/login page every so often. You can read about the background behind the Making of Freddie the Pooh.
As I walked up to the Haagen-Dazs counter at the South Park Mall in Charlotte, a 6 ft. 5 in. tall guy was counting money. After the count, he put on plastic gloves, smiled, said he was the manager, and asked me for our order. We exchanged pleasantries, then I asked for a cake cone with a single scoop of mint chocolate chip, a kid’s cone with chocolate ice cream and lemon sorbet, and my delight, a waffle cone, with a single scoop of chocolate and a little bit of strawberry on top (“Just enough to where I don’t have to pay for it,” I said). The big man laughed out loud.
I went to pay with my American Express (three orders of ice cream approaches $15 these days). He looked at my card, looked at me, and said, “It’s on the house.” I said, “What?!” He said, “You look like you’re good for it. It’s on the house.”
I challenged him, “You don’t take American Express, do you?” He said, “No, we don’t. That’s why it’s on me.”
NOW GET THIS: He didn’t ask me for a MasterCard or Visa. He was willing to give up his revenue in exchange for not being able to take my form of payment. WOW!
When is the last time you did something PROACTIVE in favor of your customer, rather than make an excuse for your own inadequacies?
Jeffery Gitomer - Sales Caffeine Issue 429 January 26th, 2010
Here’s a great example getting customers to pass along your email newsletters and promotions. It’s also an email I’m forwarding to all of my business friends.
If you share this unique-to-you code G5X8DU with friends who’ve never used MOO before, we’ll give them 10% off their first order this month. Not only that, but you’ll also receive free credits ($10 to be exact) for every friend who buys any one of our card products in January.*
So don’t be shy, go ahead and signup today! And make sure you use this code: G5X8DU
Have a great day!
