customer service

Say their name - it's magical

Jason Rambeck 02.15.2010

Say a persons name often in your conversations with them.

I first heard this advise from Dale Carnegie’s “How to Win Friends and Influence People”. People love to talk about themselves and they love to hear their name.

It’s almost magical how this has a way of building a trust and a bond with a person, even someone you just met.

Human relations 101 in a Web 2.0 world

Jason Rambeck 02.13.2010

A little personal interest in your customer goes a long way.

I was on the receiving side of this when I signed up for a trial product the other day. After signing up for a 30 day trial of ZenDesk I shortly received a personalized email from a REAL person. In the email the representative used my name, found my website and commented on it and the services we offer and offered some empathy in regard to the likely problems we are trying to solve with their service.

Hi Jason,
Thanks for checking out Zendesk!
I had a quick glance at your site.

Going above and beyond "should" be normal

Jason Rambeck 10.16.2009

A couple of weeks ago I was in Peoria (Illinois) and looked for a local place to see if they could fix my exhaust problem. I called a local Midas shop and a guy named Chris answered and was able to help me determine the part I would need and told me to come in.

When I arrived I met the manger at the front desk and told him I was the one who just called. He said, “Oh yeah, Chris said you would be coming in.”

After waiting for a bit Chris came out and told me he could fix the problem. When the work was complete he showed me what he had done and made sure I was satisfied.

How hard can it be to sell bait

Jason Rambeck 09.21.2009

Last week I took my family to the lake to go fishing. We stopped by the hut at the dock to see what kind of boats they had to rent and to buy some worms for bait.

There was no one else there but me and the guy manning the place. I asked him about the boats and he rattled off a couple kinds they had without so much as looking me in the eye. He looked like I was bothering him.

So I left. None of the boats where going to work for us and I wasn’t about to buy bait from this guy. There is just no excuse for not making someone feel like they just made your day by talking to you.

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