Why I’m in Social Media
What were the best customer service experiences you ever had?
I’ve got three.
- Antonya was a call center representative for Geico back in 2006. I was getting my own car insurance for the first time. I’d moved out of state and so I was no longer on my family’s plan. I had no idea what I was doing. I’m pretty internet savvy–so I knew I could figure it out on my own–but I had one question so I called the Geico 24-hour number. Antonya answered. She set me right on my question and then offered to stay on the phone and walk me through the rest of it just in case I had any more questions. She was super personable, and I felt a little bit like we were friends after that conversation. I’ve been with Geico ever since.
- A couple years ago, I went down to Kissimmee, FL on a road trip with a couple girlfriends. We were taking my car, and just to be sure everything was copasetic, I got an oil change before we left. We won’t mention this company’s name, but I used it because it was close to work and I could get it done on my lunch break. About 300 or so miles from home (Charleston, SC), my oil light came on. I pulled into the nearest gas station—which happened to be a Walmart Super Center—and checked my oil. The dip stick was bone dry. I drove over to the car care center at the Walmart and explained to the lady at the desk my plight. The manager came over, and I told the story again. He personally took my car over to the work area, and changed my oil and filter. The previous company had left the filter loose and the oil had leaked out over three states. He replaced the filter just to make sure nothing was wrong with it. When I went to pay, I was given a receipt with a balance of 0. I tell people about this all the time.
- Margaret works at my local Noodles & Company. I eat there all the time. I’m addicted to their Rice Krispie treats. Margaret is always helpful and friendly. She has a big smile on her face and goes out of her way to help. The other day I walked into Noodles and she asked if I was ready. First thing I said was “I need the biggest Rice Krispie treat there is.” They’re all huge. She put the just-a-minute finger up and walked away, scouring the treats at each register for the biggest one. Then she came back and rang me up. Later on she came by my table to make sure everything’s alright. I love Noodles, and I love it when Margaret’s there.
Antonya didn’t have to make friends with me over the phone, the manager at Walmart didn’t have to give 4 out-of-town girls a free oil change for a mistake that another company made, and Margaret doesn’t have to find the absolute biggest Rice Krispie treat for me when I go to Noodles about twice a week. They did/do it because they care. And I remember them. And I continue to use their businesses, and refer their business to others, because of my experiences with these individuals.
Why am I telling you this? Because this is why I’m in social media. It’s about bringing out the human in a business. I’ve been in customer service roles since I was 16. I like to help people. I care about making their experiences with me, and the company I work for, happy ones. I like to make friends and connect with people; and there’s a bigger opportunity offered through social media for businesses to connect with their customer, or potential customer. To serve them in their element, where they are. Outstanding customer service can do more marketing for you than outbound efforts. We’ve seen it with companies like Dell and Zappos, who are now known for their online customer service efforts.
People are more likely to buy something because their friend recommends it than because they saw a commercial. We’re in an era now where people are looking for recommendations before buying products and services. Where customers come to us based on how others like our businesses. With the increased visibility of, well everyone, customer service is more important now than ever. And I’m proud to be a part of that effort.
What are the best customer service experiences you’ve had?