All these points are great, especially "Their Cause" and "Walk a Mile" points.
Maybe this fits in the "Survey the Landscape" point, I've found that if you don't know the answer to a question - say so, follow-up and follow through with the answer when you get it.
An "I don't know - but I'll find out" will be much better than spin (so maybe this goes with point #1.
Great post.
Jake
· 3 years ago
Adding that point - great idea!
Maria Palma
· 3 years ago
Jake,
Thanks for the inspiring words... I couldn't have said it better myself. Customer service is one of my passions in life and it's just very important that we connect with people on a basic human level.
Great points, Jake. This is good stuff to say up front to businesses looking to enter this space -- even though I do think it's a little sad that it needs to be said at all. We've been conditioned so thoroughly to be subtly dishonest in our PR and marketing efforts that it takes a conscious effort to set aside the spin and speak openly with people, as if we're engaging equals. (I'm not talking about blatant lies -- just superficial spin that we would never use with our "real" friends in our "real" communities.")
All Comments
Maybe this fits in the "Survey the Landscape" point, I've found that if you don't know the answer to a question - say so, follow-up and follow through with the answer when you get it.
An "I don't know - but I'll find out" will be much better than spin (so maybe this goes with point #1.
Great post.
Thanks for the inspiring words... I couldn't have said it better myself. Customer service is one of my passions in life and it's just very important that we connect with people on a basic human level.
I've posted your "Manifesto" on my customer service blog. Thanks!
~Maria Palma
a little sad that it needs to be said at all. We've been conditioned so thoroughly to be subtly dishonest in our PR and marketing efforts that it takes a conscious effort to set aside the spin and speak openly with people, as if we're engaging equals. (I'm not talking about blatant lies -- just superficial spin that we would never use with our "real" friends in our "real" communities.")