Posts Tagged ‘Apple’

Are examples of Good Customer Service harder to remember than Bad Ones?

April 21, 2012
Bad customer service

Can you think of a good example?

What’s your example of good customer service?” ….. Silence

I can’t think of any” our PR course participant replied …

Ok, I’ll come back to you later, you’ll surely think of one example

As part of our PR courses for small business we always emphasise that PR is about “managing your reputation“.

Your PR firm can play a valuable part in that process but any efforts here are totally worthless if a business can’t create the right reputation building blocks by providing good customer service. We make this point on our courses and conduct a small exercise by asking the participants if they can give us examples of good customer service.

This exercise always surprises me as we often see some repetition with names of businesses that are mentioned – for example at two recent courses Apple were mentioned for their “no quibble” approach to problems. Nash19  always get a mention in courses that we run in Cork. The examples given are always intriguing and often they relate to how a problem or an issue was dealt with.

At a recent class we conducted this “good customer service” exercise and the first person to respond launched into a bad experience she had with a mobile broadband provider. I stopped her in her tracks and emphasised that it was examples of “good” customer service that we were actually looking for. She nodded politely as if she had grasped my point …. She then continued to tell the group in detail, blow by blow how lousy the service was! The whole group broke into laughter as we witnessed first hand how enthusiastic we are about sharing “bad” experiences.

In our most recent course I continued asking the other participants for their examples of good service and I was surprised to come to another person who again could not give me an example of good customer service … Not one!

You’ll think of one in a minute, I’ll come back to you” I said , giving them an extra few moments to think of an example.

Once again I continued asking the others for their examples.

My own example that I shared with the group happened quite recently in West Cork.

At the Celtic Ross Hotel recently I was running a Social Media course early in the morning. As I arrived a hotel staff member looked after me, took me to the well equipped and very comfortable conference room and then asked me if I wanted a coffee ….godsend!

On this gorgeous morning I found myself with a few minutes to spare so I vey briefly walked outside to take in the fabulous view. When I came back , Michal from the hotel brought me a cup of coffee but there was one already on my presentation table. Confused I pointed out that he had already brought me a cup ..”Oh yeah, I spotted that you had gone outside and I guessed your coffee would have been cold!

Wow ….that’s great service – I shared my story with the group.

To finish the customer service session I went back to the two ladies who earlier could not think of an example.

Sorry, I can’t think of anything” said the first. I turned to the other – “I’m really sorry” she said apologetically “I can’t think of an example either

This just amazed me ..

Is customer service so bad that some of us never have a good experience or is it that we just remember the bad?

PR starts with good customer service.

Can you think of an example?

Greg Canty is a partner of Fuzion

Why we all need to think like Steve Jobs

December 14, 2010
Steve Jobs - We need to think like him!

Steve Jobs - We need to think like him!

When we think about innovation we normally conjure up images of scientists in laboratories working on breakthrough experiments and we think of people like Steve Jobs at Apple launching great new iconic products like the iPad.

While this type of innovation is “in lights” we need to embrace some form of change and innovation in the way we have been doing things for all of us to survive.

In Fuzion we are lucky in that during the course of our work we meet “innovators” on a regular basis as part of our work, people trying to launch new products and services. For example recently we had a guy who owns a company operating in the construction sector who has just developed a new product, which he is looking to launch in the marketplace. He explained to us how excited he is at the moment and how he is now actually enjoying the new challenges that the current environment has thrown at him.

This attitude is great and shows the resolve of people who are not sitting back and innovating, mainly forced due to circumstances. This is all about doing something new but I feel innovation can come in many other ways.

I write this on the Sunday, 28th November, 2010 when the IMF bailout agreement has been put in place with Ireland (and to add insult to injury Liverpool surrendered a good performance and lead and ended up losing to Spurs!). Everyone is up in arms, protesting and venting their fury through angry conversations, online on twitter, with angry editorial in our media and is awful.

We are now paying for terrible excess, lousy governance and mismanagement in “our” country but we need to take responsibility and we desperately need to start doing things in new ways and different from the past.

What kind of innovation is needed from us?

We need to find new ways of running our country efficiently, at a much lower cost and more importantly provide new opportunities for those displaced. There is an opportunity to really sort out the excesses in the Public Sector, which must be embraced.

We need to take a new and responsible approach as to who we vote into power next time round.

We need a new system of government that promotes standards and expertise and not local favours.

We need a new tax system that incentivises risk, investment in expansion and new employment.

We need new approaches to deal with the excess in commercial and residential property in the country. There are solutions that will help here that have largely been ignored. New conditions need new solutions.

We need new approaches to red tape legislation and regulation and adopt a genuine agenda of making things happen instead of “you can’t do that because”. How about “If you do this it will be fine”?

We need a new, but fair welfare system that cares for those who genuinely are unable to work or those who cannot find work but does not reward those who choose to take an easy option.

We need new and honest attitudes towards cheating in this country.

We need new attitudes towards buying products and services from Irish suppliers.

We need new messages about Ireland and start talking up how great this country is to anyone abroad.

We need to be creative and take new approaches to finding work including “try before you buy” and this needs to be genuinely supported by our welfare systems. People who take a risk get rewarded.

We need to start having new conversations about positive things. I can’t take any more of this doom and gloom. It has us all in a very deep hole, which isn’t helping our country.

No one owes us a living, but we owe it to ourselves to reinvent ourselves as true innovators, start adopting new attitudes and new ways of doing things in Ireland.

Ok, it’s not exactly like Steve Jobs this is real innovation that we can all adopt and really need to at this stage.

Greg Canty is a partner of Fuzion Communications