My WIFI wasn’t working for the third time in five weeks. I was annoyed. The last two times, the problem was a local Spectrum system issue, but when it happened again, I thought I should have it checked by a technician. Jordan showed up on time and looked around, tested the router, and concluded that I should be on the next type of Spectrum router that just came out.
Within the hour, everything was working but I checked my streaming on my TV and found that my Chromecast device no longer worked. I expected Jordan to tell me, sorry, we can’t touch third party devices.
Instead, Jordan patiently spent ninety minutes troubleshooting the issue with Google’s Chromecast folks on the line. The short version of the stories is that the new routers aren’t compatible with Chromecast. But the real story was Jordan and Spectrum. He reminded me of my experience at CarMax with Mohammed several years ago who also went above and beyond my expectations for service.
Changing Perceptions of a Brand
Your brand isn’t how you position it as much as how your customer experiences it. If they have a surprisingly wonderful experience, suddenly, the brand’s image changes. By going beyond my expectation and being so patient and kind, Jordan shifted my view of the giant corporation called Spectrum into a friendly, helpful brand.
What would it take to surprise, delight, and help your customers in ways they don’t expect by one person at your company?
Helpfulness and service-mindset isn’t something that should be left to chance. Management needs to reinforce the vitally important role that each individual can play in crafting their brand image in the minds of the person in front of them.
- Do you trust your employees to do the right thing for the customer?
- Have you trained and done enough role-playing so they understand what you mean by delighting a customer?
- When was the last time someone called, wrote, or commented about an individual who works for you who changed how you felt about your brand?
You build a brand by one patient, kind and empathic employee at a time.
Does your business need a marketing coach, guide, or sherpa? Are you generating enough leads? Is your marketing underperforming? I can help.
You can set up a time to chat with me about your marketing challenges using my calendar. Our initial conversation is free. You talk, I listen. Email me jeffslater@themarketingsage.com or call me. 919 720 0995. Visit my website at www.themarketingsage.com Let’s explore working together today.
Photo by Jadon Kelly on Unsplash
