Removing the Customer from Customer Service
I went to a Chick-fil-a this week and had a very nice experience. The drive thru attendant gave me Dr. Pepper instead of Diet Coke. I parked, walked back and informed him of the error. He said “Oh my gosh, sorry about that,” and then gave me the right drink. He also gave me a Chocolate Chunk Cookie.
I smiled when I got back to the car and I enjoyed my lunch….and the free cookie.
Although this kind of simple, pedestrian interaction between me and customer service rep happens thousands of times a day in America, it doesn’t always happen often to me. I get good customer service at Wegman’s, but not at Kroger. I’m happy when I fly Aer Lingus, but not Spirit. I get a smiling face and assistance at the UPS Store, but not at the US Post Office.
Good customer service is the leading edge of good brands.
More and more companies these days have removed the customer from customer service. If you want proof, look no further than the rise of self-service kiosks, AI chatbots, IVR systems.
20 years ago, many companies offshored their call centers to different continents, in a different time zone and to Customer Service reps who speak different languages. The trend to move them back started 10 years later.
10 years ago, self-service kiosks started appearing at grocery stores, pharmacies and fast-food restaurants. Today, companies like Walmart, Dollar General and Aldi have started to eliminate kiosks.
Brian Little, a spokesman for Walmart, said that the changes were made after hearing from customers and workers and looking into how people usually shop. In order to make customers happier and improve the general shopping experience at their shops, they want to offer more personalized and quick service.
Technology can be wonderful. Used in the right way, evolving technologies like AI, can improve and enhance the customer experience. Turning the customer into a cashier and bagger, so you can save money on payroll, is not the way to do it.
Take a look at the customer service experience at your company. Call your phone number. Log on to your website. Evaluate the people and processes that are focused on the customer. Is your service focused on the customer and the customer experience? Or is it a complicated, tech-driven way to reduce the human touch?
#BoldBrandsWin
MONDAY:
BUILDING BOLDLY WITH SARGENT
Madison+Main is proud to launch a new campaign for Sargent, a 100% employee-owned civil construction company with a century of rich history. As they ramp up major projects in Virginia and North Carolina, we’re excited to help raise their profile and recruit top leadership for key senior roles.
TUESDAY:
TWO DECADES OF EXCELLENCE
Tuesday, we all gathered in the Hub to celebrate a pretty big birthday–Madison+Main is turning 2-0! Two decades ago, owner, Weekly Report author, and Chief Idea Officer Dave Saunders took a risk, leased a small office, and this agency was born! Since then it’s grown exponentially into a passionate fun-loving team who create some of the boldest branding and make-you-look marketing possible for our clients. So Tuesday, we celebrated, reminisced on the years past, (remember those Richmond.com advertisements?) and of course, had some damn fine cake.
WEDNESDAY:
OPCK HITS THE HIGHWAY
Drivers on I-64 West (and elsewhere) now have an urgent message in plain sight: One Pill Can Kill. These new billboards, created by Madison & Main, aim to raise awareness about the dangers of fake prescription pills. Through education and prevention resources, OPCK empowers Virginians to protect themselves and their loved ones from fentanyl’s devastating consequences. Keep an eye on the road—and this life-saving message top of mind.
THURSDAY:
SIX YEARS STRONG!
Happy 6th work anniversary to our very own Jenna Farley, Senior Graphic Designer at Madison & Main and our most tenured team member outside of leadership! Through countless changes, her dedication, creativity, and infectious personality have been a constant bright spot. Thank you, Jenna, for bringing your talent and sweetness to every project, every day.
FRIDAY:
DAVE’S ON THE (AIR)WAVES
This morning, I joined Rich Herrera, at 9:05 am this morning on Richmond’s Morning News to chat about the State Fair and much more happening this weekend in RVA. ICYMI, here’s the link.
A FEW OF OUR FAVORITE EVENTS
Date: Friday, September 26 – Sunday, October 5
Time: 10:00 a.m. to 9:00 p.m.
Tickets: $10.50+
Location: Meadow Event Park in Doswell
The State Fair of Virginia begins today and runs through Sunday, Oct 5th. Just 30 minutes north of Richmond, come enjoy a variety of bands, animals, deep-fried everything, and the world famous racing pigs.
Flying Squirrels Season-End Yard Sale
Date: Saturday, September 27
Time: 10:00 a.m. to 1:00 p.m.
Tickets: Free Admission
Location: The Diamond (Blue Lot)
Take home a piece of Richmond baseball history at the Flying Squirrels Charities Season-End Yard Sale!
10th Annual Hanover Autumn Fest
Date: Saturday, September 27
Time: 10:00 a.m. to 3:00 p.m.
Tickets: FREE
Location: Hanover Tavern
Enjoy plenty of family fun, food, and frolics at Hanover Tavern’s 10th annual AutumnFest. The event will take place rain or shine!
“Courteous treatment will make a customer a walking advertisement.” – James Cash Penney, Founder of J.C. Penney