My Favorite Customer Service Story

Back in the day, I was a computer programming consultant at a large steel mill in Baltimore.  Many of the steel workers did not like nor trust us tie-wearing, college educated types and, in my role, I worked closely with many of them.  

One in particular continually expressed his distain for us "computer-types."  Need-less-to-say, not many of us enjoyed working on a project with him.

One such project fell to me and, after installing the software fix, I discovered that I had made a coding mistake that immediately affected all of data output of that program.  I was able to quickly change the code to process correctly and then went into the database and replaced the data output with the correct totals -- all likely completely invisible to the user.  He wouldn't have to know that I made a mistake and I wouldn't have to deal with the user's anger ... and cursing. "What they don't know won't hurt them (or me)."

While lots of folks hold to that quote, there's a lot to be said for being honest and transparent, especially in business practice and customer service.  I decided to suck it up and let him know what had happened and that it had been fixed with no impact.

I took a big breath and dialed his number, telling him that the fix had been installed and a discovered error corrected.  I was greeted with silence ... and expected the worse.

"Let me tell you, Steve.  You are the first computer-type that I've dealt with in all my years who has ever admitted a mistake.  Thank you for finding it and correcting it, and letting me know about it."

Whew!!

Several weeks later, I needed to go out into the mill to meet with another user on a different issue.  He spotted me as soon as I entered the area.  Even though our conversation had gone better than imagined, actually facing him put me on edge.

He walked up, put his arm around my shoulder, walked a couple of feet to a couple of other workers standing nearby and said, "Guys, this is Steve -- that computer guy I was telling you about.  If you ever have a problem or question, this is the guy to go to.  You know it will be done right."

Being honest with customers, especially when the news isn't great, is the best policy.  That's common sense, but often hard to practice.

When you're facing a similar crossroad, consider taking the road less traveled.

Don’t Overlook This Powerhouse Duo

“Don’t Overlook This Powerhouse Duo”

Abbott & Costello … Simon & Garfunkel … Frodo & Sam ... bacon & eggs (or bacon with anything!) … Scooby & Shaggy.

What do they all have in common?  They were/are famous duos, forever linked as partners who achieved more success together than they would likely have achieved alone.   They could have existed independently, but it was together that they made the magic happen.

In the world of business success, there is another famous pairing that any organization should always strive to pair in perfect harmony: “high-tech & high-touch,” as identified by business guru John Naisbitt in 1999 during the infancy of the technology revolution.

Much has been written since then about the importance of bringing technology solutions to both corporate and small-town America.  Many say that if you do not have a web presence or branding nor use website analytics, online tools, social media or email & digital marketing, you are quickly being left behind your competition.  Significant money and effort are being poured into these high-tech tools.

While these efforts prove fruitful, success will be magnified when complemented by high-touch solutions such as strategic planning, customer service excellence, performance training & coaching, and feedback monitoring.  These and other high-touch efforts that focus on personalizing your high-tech efforts will turn your organization in a dynamo that delivers on its promises and exceeds customer expectations.

Consider your answers to just these question:

•      What would you say are the core values / brand of your company?
•      What are the biggest challenges facing your company?  How do know? 
•      How do you “make your customers’/clients’ day?”
•      How are your new employees oriented & assimilated into your company culture?
•         What on-going training processes/program(s) are currently in place?  

Provide high-touch solutions to reinforce your current or future technology tools and on-going coaching to address future needs. Together they will bring out the very best in any company!

High-tech tools – good. High-touch solutions – good. High-tech + high-touch – a dynamic duo!