A Customer Service Tale


by Vince Runza - Date: 2007-02-08 - Word Count: 265 Share This!

If you're in business for yourself, how you treat others defines your "brand". You may not be a household name, but I guarantee what you do (and to whom you do it) will create a perception of your worth. It's not enough to just put out a press release of your mission statement. You and everyone who works for you needs to understand that everyone in the company is a Brand Manager.

In the world of Internet Marketing, many people are taking the route of "self-branding." They are the brand. Their name is synonymous with what it is they do. In the world of brick-and-mortar business, that's an option many select, too. No matter what your company's name might be, how you treat your customers will determine if your name is trusted, or MUD. Here's an example:

After a busy, productive day with much good feedback from others online, I drop by the corner market just before work. I chat with the counterman, who's the spitting image of a guy who is the most miserable person I've known in quite a while. As I turn to leave, Bill, the counterman asks, "You have a minute?"

My default response, when asked this is, to silently start counting down: 59, 58, 57, until I reach 0 and cut 'em off in midsentence. Bill reaches into his pocket and says, "You made a purchase a few weeks ago." He pulls out his wallet. "You forgot your change." He handed me a five dollar bill.

This made my day. Talk about each employee being a "brand manager"! And his name! Oh, the irony/synchronicity!


Related Tags: customer service, brand, excellence, brand management

Vince Runza, of Vince Runza Online, is a publisher of how-to information, an eBay Store owner and Internet Marketer. For more on this article and IM, visit http://vincerunzaonline.blogspot.com/

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