Coffee Shots – The Good & The Bad

Posted by Jack Smith in Social Media | View Comments

Welcome to the first post that will highlight the good, the bad and the ugly happening in Social Media – or at least my opinions of such.  The idea is to take examples of social media that I run across and rate them on a scale of 1 – 5 espresso shots.  One shot is a poor rating meaning you should have just stayed in bed and not even bothered to waste the water for the shot – NO LATTE FOR YOU! And a 5 being a wide-awake, I get this social media stuff type of example you should pay attention to.

So being a positive type of person, I want to start with a great example that shows how you can demonstrate great customer service, follow-up and marketing all at the same time.  This example comes from Twitter and the great business of @libertymarket.  If you haven’t been to Liberty Market or any of Joe’s other locations, I highly suggest you take some time to visit as they are all great for different reasons.

In this case, Liberty Market took the time to thank a few of the people who came in for lunch via Twitter and mentioned the service.

Several things are striking about this example…

1. Knowing your customers
2. Knowing your customers take part in social media
3. Taking the time to say thank-you
4. Taking the time to say thank-you where your customers spend their time

I know, I know – you are asking yourself how you could possibly have the time to find out this type of information about your customers and then find the time to actually do it.  With the current state of the business environment, how can you NOT?!  How can your business afford not to go the extra mile to attract, maintain and thank your customers?  Customers have more choices today than ever and if you are going to succeed and come out stronger when this is done, I would strongly suggest considering outstanding customer service as one way to accomplish that goal.

The legendary Harvey Mackay developed what he called the Mackay 66 which is 66 questions every sales rep was expected to know about all of their customers.  Questions about them as people, what turned them on, their passions, their family, their achievements and goals (check the video to the right for a little of Harvey Mackay).   Now you may not be able to replicate the Mackay 66, but would it be possible to find out if any of your clients are on Facebook, Twitter or some other public network where you can meet them on their turf?  Can you…

• suggest that your employees ask a few questions while interacting with customers
• ask for social media information on a comment card
• invite customers to interact with YOU through social media
• add social media information to special offers, coupons or events

I believe that if you can find places to connect with your customers in meaningful ways, they’ll find ways to reward you as a business.

This tweet gets the 5-Shot Award!

You can download the Mackay 66 here.