A lot of energy goes into customer service: fronting complaints, fixing problems, answering calls. All good stuff, of course, but I’m fascinated with reasons why (rather the lack of reasons) there isn’t a customer service division for amplifying the good.
I’m crafting a training deck at the moment for a client to train them how to ask for testimonials, especially after satisfying a complaining customer. What better time to ask then when you’ve made things right, when you’ve exceeded expectations, when you’ve given more than your job requirement states you should?
Michael and I have talked a lot about delighting customers on our podcast, this is just one more way. Pulling from an analogy by B. Jiwa, by amplifying the good we’re finding ways to fill buckets with water instead of fighting fire with empty buckets.
Stay Positive & Nurture Those Post-Positive Moments
- Not Much To Say - November 14, 2024
- Good - November 13, 2024
- Get Them To Try It Twice - November 12, 2024
