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How Do You Scale Customer Service?

You Can't Scale The Un-scalable

Three not so simple steps to scale your customer service strategy.

1. A core attitude change
Keep Austin Weird

You need a set of core values. A set of guiding principles you can fall back on when times get tough. Sometimes it’s just a phrase, usually the simpler the better. The more simple the new attitude is to take on, the better chance of by-in.

Without a new attitude (which starts at your core) you’ll never create the change you need to, to be a proactive leader in customer service. Austin Texas has one of the most vibrant business communities in the United States and some of the coolest nightlife I’ve ever experienced. When you talk to locals they always mention how Austin is much different than most of Texas cities. They have a different attitude. I’m not sure what they had first, the coolest marketing slogan for a city or the coolest city to create a marketing slogan for. Either way, they get it, and the entire city rally’s around keeping Austin weird.

 

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Cute! - Downloadable smartphone wallpaper

Five Steps In The Ultimate Customer Service Strategy

1. A clear vision of who you are and where you’re going (Westjet)

I don’t care if you’re Bruce Willis in Die Hard 2, if you don’t have a clear vision of who you are and where you are going, you have have no hope in hell of getting anywhere. If you are successful it’s purely out of luck. I love the quote from Alice in Wonderland:

Cheshire Cat - Alice in Wonderland

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if-its-your-customers-you-wish-to-delight-strive-to-do-the-little-things-right

If It’s Your Customers You Wish To Delight…

cool711store…strive to do the little things right.

I went to a Seven Eleven the other night to grab a drink. When I walked in there was a line up three people deep. I grabbed my drink and stood at the end of the lineup. Then something amazing happened.

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branding don't buy in

The NHL and Branding

Screen Shot 2013-01-10 at 4.04.05 PM

As you probably know, the NHL and the NHLPA have finally ironed out a new collective bargaining agreement and the current hockey season will be salvaged starting next week. The excitement of some fans has been dampened by bitterness that an agreement wasn’t reached earlier. I’m sure some fans share the dissonance this is creating for me. While I am very much looking forward to watching my beloved Maple Leafs (who are still “sitting in a playoff spot”), the critical customer side of me can’t help but wish I had the gumption to boycott the NHL like I would any other business that closed its doors and offered me, a loyal patron, nothing for months on end.

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