I will always have very high standards when it comes to customer service. Many years of working in various forms of retail & hospitality has most likely put a thin candy coating of cynicism & bitterness on top of my normal rainbows-and-unicorns attitude. So when I come across an experience with great customer service, I like to shout it from the rooftops.
Last night I, along with the rest of the team from Fox Cities Social, had a meeting with the staff of the Wisconsin Timber Rattlers to discuss a forthcoming social media event. I will be sharing more on that when the time comes – it’s going to be awesome – stay tuned.
There was a lot of chatting along with our talks about the team and the event. One of the things we talked about was the tradition of the team handing out a collectible bobblehead at the season opener. I lamented that, as a big fan and also a collector of the team bobbleheads, how upset I was that I had been sick and missed the 2011 opener.
Well, Ryan from the Timber Rattlers looked up and said “I may or may not happen to have one of those on my desk”. I was pumped! We finished the meeting and I got my Scooter vs. the Snowman after a long year of whining about not having it.
Why is what Ryan did such a great example of customer service?
He paid attention – Ryan was not solely interested in the final outcome of: Sell this group tickets for a game.
He solved my problem – Ryan saw a customer need & provided a solution
He made me feel special – Ryan went back to his office and gave me his own, personal Scooter bobble head off his desk. Now, he could have pulled it out of a stack of 50 and just told me it was his, but believing he did that solidified him as a customer service rock star to me for life!
Being proactive with your customer base will not only make your customers feel appreciated, it can help in situations when there is a problem. Keeping these four simple examples in your mind will help keep you customer service skills in tip top shape. Sometimes it’s the little things that dazzle your customers.
And who knows, you just might dazzle the girl with a big mouth and a blog!
What little things do you do to make your customers feel appreciated?
*UPDATE*
Here is the information on the event we were planning that night.
“You Run The Show” Social Media & #TRatNation #SoMeFox
The Wisconsin Timber Rattlers are letting sports fans “Run the Show” at Time Warner Cable Field on June 25th. Fans have been making the decisions on everything from the pattern on the field to the giveaway for te night on the Timber Rattlers Facebook page.
With the help of the crew from Fox Cities Social, the social media action will continue during the game. We will be hosting a social scavenger hunt using the new Timber Rattlers Andriod app “Rattlers in Game” (instructions on how to get the app will be available at the stadium. (For iPhone & other non Android users please visit RattlersInGame.com on your mobile device.) We will also be having a meet-up for all who want to talk social at the game! The meet up area will be held at the picnic table seating on the 3rd base line.
Join us for social’s big night out at the ballpark! Game time is 7:05
You can join in the conversation any time on Twitter! The hashtag for the game is #TRatNation and for the Fox Cities Social group it is #SoMeFox.
Eventbrite ticket is not admission to game. The Timber Rattlers have offered us half priced reserved seat tickets when fans mention FC SOCIAL at the box office. Please note, the offer is good only when purchasing tickets in person for the June 25th game. Offer is not good online or by phone. There is a limit of FOUR TICKETS PER ORDER.
Great story! Always nice to point out great customer service, as so many people only point out negative experiences!
Keep us up to date on what’s happening with the social media campaign, too!
Thanks Dorien!
You hit it on the head, I always try and point out great customer experiences because there is already enough negativity out there.
I will definitely keep everyone posted on the event as more is known 🙂
Carrie: This was a great example of Listening to your audience and reacting promptly, a trait so important in this nano second generation. A great story and example for us. Thank you.
Thank you Joel!
I love it when random acts of kindness happen in business. He certainly did not have to do that – but the fact that he did far outweighs the cost of a small trinket. He reinforced your loyalty – which is essential in this age where customers come and go.