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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?

Technorati Tags: Building Business, Livvie Matthews, social media marketing

On LinkedIn your most valuable piece of real estate is your Public Profile area.  What is your profile (or lack of it) saying about you?

As a copywriter, one of the first places I look for information on a person, client, or business is their LinkedIn profile.  I’m amazed at the number of people/businesses that aren’t utilizing their LinkedIn Public Profile area.

LinkedIn is a powerful professional networking site viewed by other businesses, colleagues, prospective clients and patients, and your competition.

If you had the opportunity to advertise (Free) your business/practice on the front page of your city newspaper, would you jump at the chance to share the benefits of your business or would you just pass it up?  I’m sure you would jump at the chance!

Similar to a newspaper, your LinkedIn profile area is your ‘Front Page’ opportunity to tell your viewers – who you are, what you do, and most importantly…how you can solve their problems.  

Here you want to list your business information, accomplishments, and benefits you and your business provide.  It can be as long or as short as you want it to be.  Medium length is a good length to create. 

You want to make sure you give your viewers the information they are looking for. List the benefits for them. How you can solve their problems, what solution they will receive in doing business with you, how you can make their life simpler-less stressful.   Answer in your Public Profile area the questions your viewers are asking in their minds, what they are looking for – why they are searching.

Your Public Profile area is where you and your business can shine. But remember, they aren’t asking about you, they are asking what can you do for them!

Make sure you also create your shorter, more professional, LinkedIn Public Profile URL, if you haven’t done so already.

Whether you create your profile yourself or hire a reliable copywriter, don’t overlook your LinkedIn Profile: Your (powerful) Front Page Opportunity!

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Livvie Matthews, Copywriter,  Social Media Marketing Specialist, Blogger, and Speaker helps you build relationships and provide customer solutions within your targeted market through your online and printed marketing content.  e-mail Livvie@writebusiness.net or visit http://www.writebusiness.net   http://www.linkedin.com/in/livviematthews

Technorati Tags: Building Business, Copywriting, Livvie Matthews, social media marketing

Social Media’s dominance by the masses on Internet sites like Twitter, Facebook, and LinkedIn has changed the dynamics of social and professional influence and has led to thes sites emerging to be called “Professional Networks”.

Social Media Today’s Don Bulmer’s post read how these sites have emerged to become  “Professional Networks” and the staggering growth for “The Big Three” – Twitter, Facebook, and LinkedIn.

How about you?  How do you use these social networks to inform your clients, patients, or followers?

Technorati Tags: Internet Marketing, Livvie Matthews, social media marketing

Social Media – THE way to promote business, increase online visitility,  and build relationships in this new marketing arena!  Facebook, Twitter, and LinkedIn -oh my!

Businesses, large and small, big known brands to just creating a brand, Corporations to solo – entrepreneurs are seeing amazing results using social media.  New customers, new clients, new patients, you name it.   It’s a huge outreach in word of mouth advertising for external communications.

But what about social media and internal  communications?  Jennifer Bull, a leader in internal culture and employee branding, gives 5 reasons  in her blog post Is Social Media a Good Idea for Internal Communications? 5 Reasons Why Companies Should Consider It.

What about you, how do you think social media can be used in internal communications?  Good or Bad idea?

Technorati Tags: Building Business, Livvie Matthews, social media marketing

I enjoy receiving questions and input from viewers and even though the two questions received below are regarding dentistry, they can apply to businesses as well.  Here are the two very interesting questions:

1)What are the top three rules for harnessing Social Media to the advantage of a dental practice?

2)What are three most effective things a dentist should do with his or her FaceBook or Twitter account?

Social media is still relatively new in the realm of using it for business and offers an incredible opportunity to get to know your target market.  Social media is a bridge that gives you access to people, information, and even companies/businesses you didn’t have access to in the past.

Word of mouth advertising is the best form of advertising and social media IS word of mouth advertising…on steroids!

Used correctly, it isn’t something that can be done quickly, it does require strategy, a plan of action, and like anything else you are building…it takes – time.

Read the rest of this entry »

Technorati Tags: Blogging, Building Business, Internet Marketing, Livvie Matthews, social media marketing