Joseph Jaffe, author of the popular Life After the 30-Second Spot
, has a new book coming out called Flip the Funnel: How to Use Existing Customers to Gain New Ones
. While this and many other books concentrate their advice on how organizations can work to keep customers and encourage word of mouth marketing through good service and unique products, it is also interesting to consider the opposite side of the equation: what kind of customer are you? Are you the kind of customer who takes the time to tell a friend about a great service experience? Are you the kind of customer who takes the time to tell the provider of great service that you appreciate what they do?
Today, one of our awesome customer service folks got a note from a customer telling her how much he appreciated the great work she does. It only took a minute for that customer to write the note, but it made a real difference. The pleasure on her face was evident. That note made today a little better for her and while she always gives her best effort to provide good service, the compliment probably reinforced for her the value of giving that best effort.
So challenge yourself to show your appreciation for a great service experience you receive this week, whether it was from the cashier at the supermarket, the agent you connect with over the phone, or one of your coworkers. It only takes a minute and it can really make a difference. And you'll probably end up feeling pretty good too.