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Provide Blog-Worthy Service

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In recent weeks, I've been on the receiving end of customer service that was so exceptional, a blog post was warranted.

In one case, it was a local restaurant that made an anniversary extremely memorable. In the other, it was a hotel/resort that redefined "above and beyond" in my book.

Both of these examples involved personalized notes.

I've been to countless restaurants and an abundance of hotels, and very few have been remarkable enough to be ... well, remarked on in writing. I expect good service and am disappointed when it fails to occur. I am quite pleased with excellent service. But it's time to think about providing remarkable service that is---to be perfectly tangible---blog-worthy.

For a customer to go home, and freely and happily take the time to publicly praise a person or a company's service, is an exceptional affirmation. It is also about the best marketing you'll ever get. It won't cost you advertising dollars. It'll cost you rigorous hiring practices, great training, and cultivation of an exceptional work climate.

What it will earn you is all kinds of repeat business and glowing recommendations. Worthy ROI, in my book.

Perhaps every service organization should sit down with employees and say, "We need to treat EVERY SINGLE GUEST as if they have an influential blog, and assume they're going to write up their experience tomorrow." Because the fact is, some of them do---and will.

Don't just pursue good customer service. Shoot for blog-worthy service. That's social media marketing at its strongest.


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Steve Woodruff is the world's only Clarity Therapist. He connects people with their purpose, their message, and with other people in order to create new business opportunities. He writes at the SteveWoodruff.com.

Steve is an unusual hybrid of conceptualizer, strategist, marketer, analyst, wordsmith, semi-techie, and all-around decent fellow, except when there's bad coffee or lousy wine.

Steve can also be found on Twitter, LinkedIn.

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  • by Judy Helfand Fri Jul 2, 2010 via blog

    I stopped by today because Lisa Petrilli suggested reading your post. I follow another blogger and her whole premise is writing a blog about good customer service. Her name is Jodi Henderson A Pat on the Back. Thought you might like to see her blog.

    I have been part of the corporate world for over 40 years, both as an employee and owner. I always try to stress that you just never know who will walk through the door and every "guest" deserves your best. When I was an innkeeper/owner one winter weekend morning in 1991 one of our waitresses said that a gentleman in the dining room wanted "seconds." When you are serving 120+ cooked to order breakfasts in two hours-"seconds" can start to slow you down. So I told the waitress to tell the gentleman we would be happy to serve him seconds for a small extra charge. You might be interested to know Mr. John F. Kennedy, Jr. didn't object to the extra charge! He spent the whole weekend at our inn with his college fraternity brother, not one guest figured out who he was (only me). And the best compliment he gave us was that he tried to come back the next winter, but we were sold out. You just never know!

    Here is a link to a fun blog I wrote about Guest Experience Design.

    Come to think about it, I think your mantra to provide Blog-Worthy- Service is precisely why DELL felt complelled to start #DellCAP.

    It was nice meeting you. I will stop by again.
    Judy

  • by Michael E. Rubin Fri Jul 2, 2010 via blog

    Perhaps every service organization should sit down with employees and say, 'We need to treat EVERY SINGLE GUEST as if they have an influential blog, and assume they’re going to write up their experience tomorrow.' Because the fact is, some of them do—and will."

    This is going up on my wall. Spot-on perfect advice.

  • by Steve Woodruff Fri Jul 2, 2010 via blog

    Sharing good and bad experiences - at lightning speed - is going to be the new normal. Isn't it interesting how this will (should?) make companies up their game? Michael, glad to occupy a spot on your wall!

  • by Steve Woodruff Tue Jul 6, 2010 via blog

    Just saw this great post by @TreyPennington, published the same day on a very similar theme! http://treypennington.com/2010/07/02/how-to-get-positive-word-of-mouth-adve...

  • by Jeanne Byington Wed Jul 14, 2010 via blog

    I would love to know what made the restaurant and hotel experience remarkable enough to write about. Service has been a passion of mine for as long as I can remember.

    Like Judy Helfend's friend [comment above], I cover service on my blog, The Importance of Earnest Service, http://blog.jmbyington.com/, and while I don't bash brands [don't mention the brand if the experience is negative], I do promote those whose service is exemplary.

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