There are too many opportunities to go wrong

Every month, I volunteer at my local
food coop. 

It’s all part of the membership agreement. If you want cheap
carrots, you have to put in one shift a month. That’s the deal. 

But what’s
interesting is, I learn something new every time I work. And not just about the
grocery business, but about business in general. 

Recently, I spent an afternoon
answering phone calls in the membership office. And the shift manager told me,
never take a message. Interesting piece of advice for a call center. But it
made total sense.

We have sixteen thousand members, she reminded me, and there
are too many opportunities for things to go wrong. And if they do go wrong, people
just going end up complaining, but I left
a message, what happened? Then nothing get resolved. And so, if there’s a
problem, solve it now. Don’t call them back. Put people on hold and go find the
answer. 

It’s a brilliant customer service strategy. Never take a message. Even
if it seems counterintuitive. In fact, call centers have been stressing first
call resolution for decades. It’s a common performance metric. But every
organization can apply this logic. 

Do whatever it takes to frontload the work,
and you’ll insure yourself against the snowballing of downstream problems. 

LET ME ASK YA THIS…

How are you branding your service?

LET ME SUGGEST THIS…

For a copy of the list called, “11 Ways to Out Market the Competition,” send an email to me, and you win the list for free!

* * * *

Scott Ginsberg

That Guy with the Nametag

Author. Speaker. Strategist. Inventor. Filmmaker. Publisher. Songwriter.  

[email protected]

www.nametagscott.com

Rent Scott’s Brain is part mentoring, part coaching, part consulting, but all strategy. 

Whether in person, via phone, or another digital channel, Scott works with you both strategically and tactically to achieve your goals. 

His brain will be a source of profound holistic improvement for your business. 

You’ll learn powerful strategies for: 

Ideation. Messaging. Storytelling. Platform creation. Brand development. Content strategy. Inbound marketing. Thought leadership. 

You’ve seen what he could do with a nametag, imagine what he could do for you.

Learn more @ www.rentscottsbrain.com.