There is a whole series of commercials, based on the idea that hotel staff people are going out of their way to be extra nice to travelers who are going to review them online. I’ve got some random thoughts from that.
1. You are getting reviewed online, right now.
Whether you know it or not, people are reviewing your business online. Yes, even your small town business. Especially if you cater to tourists. They might be on Yelp, TripAdvisor, other review sites, their own blogs, Twitter, or a bunch of other places.
2. If you knew your next customer was going to be an important reviewer, how would you treat them?
Wouldn’t you do a little bit extra for them? If you knew in advance when they were going to be there, wouldn’t you prepare a few special things?
3. Why aren’t you treating everyone that way?
Because now every one of your customers is a potential reviewer. Every single one.
4. How can you treat everyone as special?
You set a standard of service, document it, and train everyone in your organization to do it exactly that way.
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I like this post – nothing like going back to the basics and treating all your customers well. Always the best approach.
Becky,
This is almost exactly what I was thinking last Friday when I went to my local branch bank to close five of my six accounts. The teller was so rude and unprofessional I actually had a hard time believing it (I’ll save the longer rant for a different time and place).
Obviously, I’m still a customer since I left one account open. Apparently that didn’t mean anything to her. And when the sale of this bank is completed this coming Friday, I’ll wind up having three more accounts there because of the takeover. This fact was less obvious, but still not too difficult to figure out.
I just couldn’t help but think…what if I had been the “mystery customer” sent out to evaluate her job performance?
Still wondering.
Sheryl