Tag Archives: conversation

Gotta Share

There is no doubt that social media enables us all to share what we are doing, thinking and feeling like never before. There are great opportunities for organisations to tap into the insights and conversations that customers and potential customers are sharing online.

As highlighted in previous posts, I’m trying to make sense of the world of social media, hoping to navigate through it and establish some common etiquette. Recently I was out with two friends who seemed to spend a lot of time updating various statuses that they were out in a bar having dinner and drinking wine. I felt a bit bemused at all the time spent frantically texting, tagging and updating that detracted from the real life chat we were having.

It made me wonder if we are spending too much time ‘sharing’ at the expense of real life experiences.

Often we know what our friends are up to because their status tells us; on the one hand this is a great way of being connected, on the other if you spend your real life time updating that you are “Having a great time with blah at ‘name drop’ cool place” then I’m not so sure its such a great idea.

I would like to question people’s motivation for sharing; is it a competition as to who can be tagged in the coolest places with the sexiest people? Or is it about proving your wit and intelligence? Or is it for a sympathy vote and attention? Or is it a combination of all of the above? Who are your status updates for? Yourself? Your friends? Your enemies?

If you are in real life having a real life experience, does posting something to tell everyone detract from that experience or does it enhance it?

Personally, my view is if you are having a conversation in real life, unless it’s a life or death situation I think it’s rude to be on your phone updating, surfing the net or whatever. Your focus should be on the present.

I found this brilliant piece on YouTube which to some extent sums it up.

Don’t get me wrong, I’m on Facebook and I love Twitter – a lot. I learn lots, ask for help and information and in turn hope that I provide useful tweets to the people who follow me.

My point is that sharing the moment on social media should not be at the expense of experiencing and sharing a real life moment.

I’d be interested to know what you think….

Great customer service – It’s not that hard is it?

Every single day someone gives me an appalling customer service experience.  Take your pick from HSBC not calling me back, laissez-faire waiters, queuing for hours in Southern Electrics multiple level phone holding pattern, the general shoddiness of the London Underground ‘service’, the man from SKY drilling into the neighbours lounge instead of outside, the receptionist at the Doctors with a ferocious face that could make children cry, miserable indifference from people working in a customer facing role, Elephant family never called me back and don’t even get me started on the Ramada Jarvis in Leeds – that deserves a whole blog to itself.

So when I get brilliant customer service, not just once but consistently I have to share it because it is a precious gem. A gift. A miracle.

My local coffee shop is wonderful. Let me tell you why.

  1. Their coffee is delicious – they have a great product
  2. Everyone that works there smiles and makes you feel welcome
  3. Everyone engages you in conversation (good conversation, not the forced conversation that you get at the checkout in Sainsburys because the cashier has attended Sainsburys ‘having small talk with customers’ training day – Sainsburys I like what you are trying to do but you haven’t cracked it yet)
  4. Everyone remembers you and refers back to previous conversations
  5. They do this consistently. Every day.
  6. They do this with all their customers
  7. They actually seem to be enjoying themselves

They also go out of their way for their customers; last week I went to get coffee and on my way I made a quick phone call as I walked down the street. The call lasted longer than I anticipated and I ended up pacing up and down in front of the shop for a few minutes while I chatted. After a couple of minutes one of the staff appeared in the doorway of the shop with a soya latte (they knew my coffee) and then wouldn’t let me pay for it. That was a priceless gesture.

Sometimes they give me a free coffee, and sometimes a complimentary bun if I’m looking particularly hungry. Once they ran out of soya milk so went to get some especially for me.

Going to Reason to Eat is a pleasure. It makes my day. I get great coffee, a meaningful conversation and I feel part of a local community. I always leave there smiling.

Great customer service – It’s not that hard is it?

  1. Recruit the right people for customer facing roles – people who like people
  2. Pay them well – they are representing the company. They are important.
  3. Give them the tools and training they need to do the best job they can
  4. Listen to them – they are talking to your customers every day

I now recommend Reason to Eat to everyone that I know – and also people I don’t know because it’s a joy to be their customer.

Do you think your customers and donors feel that it’s a joy to work with you and your organisation? If the answers no – then please put it right soon.

If you are interested in being the best you can at your job or in your industry you might be interested in reading

The Fred Factor

Fish

Linchpin