Archive for the ‘Cust. Relations’ Category
Social Media: Good Customer Service Really Can Build Relationships
December 18th, 2009 at 2:46 pm by Livvie
I received an early Christmas gift today! The engine light had come on in my car letting me know it was time to have the oil changed. Since purchasing my Toyota, I’ve had it serviced with Toyota Scion of Concord NC. They have always done a very good job and provided good service.
When I called and made the appointment this morning I was told it would take about an hour to change the oil and rotate the tires. My husband drove his truck so we didn’t have to wait around while they completed the service and they were to give me a call on my cell when it was completed.
Jack and I went to Starbucks, bought pumpkin spice latte’s , went shopping in Garden Ridge, and made a trip to WalMart. After almost two hours and no phone call that my car was ready, I was getting a little irritated that it was taking so long and I hadn’t received a call. After all, it was Friday…I had places to go, people to see, and things I needed to do! So we headed back over to the service department.
When I walked in, I didn’t see Paula (Marlowe) the lady who had helped me. So I asked another service person if they could tell me if my car was ready. I explained I was told it would be an hour procedure and it was now two hours and I hadn’t heard anything. This was about the same time that Paula walked up. She said she was just getting ready to call me.
Then she took me over to her area and read the list of “recommended service” that needed to be done. I wasn’t doing any of that today, but told her I’d like a list with the prices included to discuss with my husband. Paula then said it would take about 5 minutes and she’d have the list ready and I could check out.
Twenty minutes later and even more irritated, I asked the check out person to see how much longer it was going to be. By this time I had really gotten ill.
Just at that moment, Paula appeared and instead of coming on in the door and walking me to the check out (their usual procedure), she called me to the door again. I thought….gezzzz are they going to recommend more work to be done…am I ever going to get to leave today??!! Now I was really getting upset!
Then Paula said, “Ms. Matthews, we’ve taken care of your oil change and rotated your tires for you. I’m sorry for your wait and the inconvenience to you…the service is on us today, there is no charge to you! I hope you have a wonderful Christmas and come back to see me!”
Talk about being caught off guard and being speechless…my husband loves it when I’m speechless…doesn’t happen too often he says. As I regained my voice, I said in a very humble tone, I hadn’t expected that and I really appreciated it!
Now that’s customer service! I hadn’t said anything, but I’m sure Paula could tell in my actions that I was gettung upset. Even half price would have been nice, but no charge…WOW!
In just two short sentences Paula had made me feel she valued my time, appreciated my feelings, and valued me as a customer!
Thank you, Paula Marlowe and Toyota Scion of Concord NC!!! Will I go back…ABSOLUTELY! Will I recommened Toyota Scion of Concord NC…ABSOLUTELY!! After all, isn’t this what we’ve been talking about with Social Media…Good Customer Service Really Can Build Relationships!
What are your thoughts?
Posted in Bus. Building, Cust. Relations, Services, Social Media | 
Tags: Building Business, Livvie Matthews, social media marketing | 
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5 Rules of Engagement for Social Media Marketing
June 23rd, 2009 at 7:09 am by Livvie
Social media is using online communities for increasing your business/practice exposure, building relationships, and ultimately creates an incredible opportunity to develop profitable relationships, to be responsive to your market and allow your clients/patients to know you care.
What does this new marketing arena mean to you, a business owner? Social media is a bridge that gives you access to people, information, and even companies that in the past you didn’t have access to. You can now do for free what it used to cost you thousands of dollars to do…make contacts.
With this new change comes new “rules of engagement” from traditional marketing.
5 Rules of Engagement for Social Media Marketing:
- #1 – Social media sites are not about making sales, they are about making contact and building relationships…for establishing credibility and trust. Word of mouth advertising
- Build a quality network- target the people you associate with in your niche market
- Give quality content – building your brand/your time
- Consistency- Be consistent with your time, your content, your marketing
- Transparency and authenticity- A strategic key: Whatever is done must be done with quality!
Remember: You are developing profitable relationships. Everything you do should have a strategic intent.
Social Media Success Summitt Comes To A Close
June 19th, 2009 at 10:38 pm by Livvie
Wow! There was so much information shared during the month long, virtual Social Media Success Summitt. The speakers presented on the many facets of Social Media (SM) with a focus on the main four: Blogging, Facebook, Twitter, and LinkedIn. This is some of the information shared regarding Facebook.
Mari Smith, relationship specialist, presented on Facebook (FB) and Twitter. Mari, herself, is an icon for SM with a personality that comes across the screen as warm, frendly, and ready to help. In fact, she’s quick to tell you it’s Relationships 1st and Business 2nd!
Mari shared techniques for setting up your Profile (Friend) page and your Business (Fan) page. Fan pages can be created by going to the very bottom of the page to the Advertising link. Then after reading the step x step directions, go to the top of the page and click on page beside the Yellow Flag.
Building Relationships….Priceless!
May 31st, 2009 at 9:00 pm by Livvie
There are many things you can and will do along the way to building your business, but few things will have the impact on your business as that of building relationships.
Some think because you don’t “see” your viewers – customers, you don’t have to “interact”. In fact most of your business is conducted using web sites, e-mail and autoresponders. Nothing could be further from the truth.
Web sites, e-mail and autoresponders are the reasons you must build relationships! Think about it. Don’t you absolutely hate answering machines or voice mail when calling a business? There is no contact.
Reputation…What’s Yours?
March 2nd, 2009 at 7:24 pm by Livvie
With all the news of unethical corporations and businesses in today’s troubled economy, is it any wonder the public is asking who’s trustworthy in these seemingly untrustworthy times and are skeptical about who to trust for doing any type of business?
With the financial and economic crisis dominating the news, there’s no doubt about it…we are in an economic storm. Unemployment is up, consumer spending is down, cutting back is in, and over spending is definitely out!
Whether you are a new or an established business, these are changing and often scary times and changing times require changing courses…literally.
But not all is doom and gloom. At this time it’s critical you review your current marketing materials and develop new marketing messages that address your clients concerns, their changing values, and their priorities for helping them and their clients survive in these economic down times.
Time is of the essence, and if you don’t feel comfortable in revising/creating your new materials or are pressed for time, contact a reliable freelance copywriter.
