How to Stand Out when it’s All the Same

How do you stand out when everyone is doing the same thing?

When everyone is using the same hashtags?

When everyone has liked the same quotes?

When everyone is writing the same articles?

When everyone is competing for the same amount of eyeballs?

If there is so much content out there, so much to be read and compete with how can you make a difference with your small little crowd?

How do you grow the eyeballs?

Maybe it’s not about growing the eyeballs but instead about finding the quality eyeballs?

Like your customers you don’t necessarily need more quantity of them, what you need is more quality of them – those that recognize your skills and talents for what they are and not what they are compared to.

Trusting Code More than People

Do you trust the code or your people?

When you trust the code

  • you hope it doesn’t break when you ship.
  • you know when it breaks, the customer logs a support case and you ask for logs.
  • it ships when someone pushes it out the door.

When you trust the people

  • you know if it does break, your team will be there to fix it.
  • when the customer has an issue, the team will ask how they are using it and what the customer is trying to do before looking at the code
  • the team ships the product when it’s ready to go.

Trusting Code is good, trusting people is better.

Leaving Uncompilable code before leaving

I can’t leave code that won’t build at my desk overnight.

Perhaps it’s because I won’t remember what is wrong with it in the morning.

Perhaps it’s a worry that my machine will reboot overnight and it will then be even more of a mess.

Maybe it’s wanting to have that last sense of “Build Succeeded” to scroll past my screen so I always that small measure of daily accomplishment.

Whatever it is, the same holds true for your customers.

Don’t leave them dangling on that last minute support issue.

Don’t give them wishy/washy information.

Don’t push out that status call one more day.

Change “Build Succeeded” to “Customer Succeeded” and get those same feelings.

The Good Luck Call

I enjoy calling into contact centres – not because I do it for fun – but because I’m always interested in how they are going to solve today’s problem.

Think about it – it’s you, another person you’ve never met and a phone.

But I can tell you the one line that runs shivers down my spine – whether it’s been a good call or a bad one is when the other person on the phone utters those fateful words.

“Good luck”.

You’d think it’d be a great feeling, but it’s not.  We could have this great troubleshooting discussion that I think is actually going somewhere and then they utter those two words that seal my fate –

“Good luck, from here on in, you’re on your own, I hope you packed your bag because this is a doozy of a problem”.

That is quite honestly how it feels when I hear those two words.

What I want to hear, and I suspect most want to hear as well – “Try this, not sure if it will work, but I’ll check back in on you in a day to see how it’s going.”

Now I’m not alone trying to figure this out, now I have a co-pilot.

When Customer Service goes Boink

When you need to wait three days to talk to someone on the phone, for two minutes to solve your problem.

When the team you need to speak to, does not give out their number because there are too many calls to handle.

When the timer expires for how long you have been in the queue and drops you.

When the automated chatbot or IVR don’t actually help resolve your problem but instead motivate you into finding a way to try and game the system.

When the agent asks for the information that you only just provided the automated system with 30 seconds go.

Customer Service is the most powerful entity in any organization today, determining the success of any product and/or service based on that customer engagement.  I have taken to calling into an organization’s service centre before I buy a product to see how I will be treated outside of the sales relationship to ensure it will mimic what is being sold.

Everyone is happy when there are no problems, but keeping customers happy and assured, when things go wrong is a skill unto itself.