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Category: Customer Service

Welcome to the Instant Feedback Society

It truly is amazing how much technology has turned our worlds upside down and I love it! Gone are the days where I have to depend on big media outlets for news as the information important to me just happens to find me through connections I value and trust. I really enjoy the science and psychology of social networks, but the human element is what really moves me. I would like to share some of my favorite thoughts from some brilliant folks and expand a bit on those thoughts. Hopefully this adds to how you approach and value social networks.

“Social media puts the “public” into PR and the “market” into marketing.” – Chris Brogan

The social community has access to the greatest source of information of all time, each other. The public is having discussions about all sorts of topics including a brand or organization you may care deeply about. If you want to have a voice in those conversations, as a brand or individual, you need to become a part of it and be prepared to be active and authentic in an effort to earn the communities trust.

What you feed your network or audience is directly related to what you can expect in return. Gone are the days of convince and convert, it has now shifted to converse and convert. The Internet has moved from a network of computers and machines to a network of people. The network has more to say about your reputation than you do.

The technology is nothing more than a vehicle for enhancing relationships. It is not the relationship and does not dismiss the need for real life, face to face relationships.

Every Interaction Matters

I have been reading The Thank You Economy by Gary Vaynerchuk (Amazon Affiliate Link) and have found it to be incredibly thought provoking. The book is filled with real life examples of how all of the technology that allows us to connect globally, may actually require that our behavior returns to the pre-automotive industry days. I’m not sure if the book has raised my awareness of such behaviors and that is the reason I am noticing more customer friendly behaviors, but I will tell you that I definitely have noticed some real life examples of businesses treating customers as if the business wants them to return. Here are some examples of face to face situations and how they happened to find their way to the Internet.

Sir, Your Car is Ready

My brother-in-law is a service manager for a local auto dealer, Rallye Lexus of Glen Cove. We have had numerous conversations about customer service as I know this is a core function of his job and with him being in the auto service industry for 20 years he has taken great pride in the experience he provides his customers. I was blown away when he told me of the approach his dealership took for those clients that put their car in for service and choose to wait on the premises for it to be complete. Rallye went out and bought some iPads that their clients have access to while waiting in what is already a pretty comfortable lounge. As is common I’m sure in many auto service departments across the country, they have a high def TV a coffee station and plenty of reading materials. The access to iPads really has been a hit, so much so that it is not uncommon for the service managers to see disappointed looks on the clients face that it is time to go. I see so much opportunity for Rallye to share their culture through social channels and build interactions for all to witness on sites like Facebook.