Taking a stand for the customer service promised. The thing business fear most about social media can also be their best marketing tool. Share this if you agree.
With the power word of mouth has today, thanks to social media, It is getting harder and harder for businesses to ‘blow off’ the little guy. In the past, Standing in front of a store with a sign might only affect a small group of people. But now, someone like me may see this, take a picture, and talk about it online. The potential audience reached is exponentially higher than before. This man decided that he was going to be heard. Do you agree with his approach? Here is his story.
Meet Joshua. He is marching in front of a Wind mobile store on Bank st. in Ottawa because he is fed up with being ignored. He claims that he was having trouble with his phone so he took his phone in to the store to get help. It was not working and he was missing important personal and business calls. The employees said that there was nothing that they could do for him so he should just call their help line. Joshua told me that there was no one on the phone that could help him at all or even let him know exactly what was going on. Fed up with the lack of communication, Joshua drew up a sign and hit the sidewalk in -25 Celsius weather to try and get somebody to listen to him.
Wind Mobiles mission statement starts with “To create the most unforgettably positive customer experience in Canada...”
I would say that this has been a customer service experience that Joshua will never forget, but not in the positive light that wind promises.
Many businesses are afraid that this may happen to them so they shy away from social media. That isn’t the answer. This is an opportunity for wind to find Joshua and give him the service that he expects from them, publicly, and show all of us that @Wind Mobile really is different than the other companies that we are so used to dealing with here in Canada. So I look forward to seeing how Wind handles this.
You don’t have to be a zombie. Take a step back and think about why you’re making the decisions that you are. Is it an automatic response or is it what you truly want?
gary:
Stop Lying……They are too smart now!
I love Gary. I agree with, and love, everything I have heard from him so far. I recommend you watch his stuff!
If it aint broke don’t fix it. A Timeless piece of advice. Far too many have wasted far too much time and money trying to fix or change something that is working perfectly fine. Change is inevitable, but change for change sake is lethal. But there is a problem. What if something is broken and people just haven’t realized it yet? For the last 30 years, business has been done a certain way. It has been about figuring out how many sales calls you need to go on and then making a pitch to as many people as you can to get them. How many times have you heard it’s a numbers game or to embrace rejection and just say next. It has always been about getting as many yeses as you can in any way you can to fill the sales funnel… but if you haven’ t noticed, times have changed and it has happened in the blink of an eye.
The way we access information and communicate with one another is changing drastically, so the way you do business must change if you want to grow. Those no’s that used to not matter can now ruin your business. Word of mouth is running rampant with social media. We are entering an age where we are being forced to put ethics at the forefront of how we run our businesses. Shrinking our focus to each individual we come across and making sure they get an amazing experience is soon going to be the only way to grow our businesses on a large enough scale to make an impact on the world and leave a legacy. Now more than ever it pays to care.
