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Apologies – The Good

interactiveamy_dominos_crew.jpgToday on The Bigg Success Show, we were thrilled to welcome Amy Ravit Korin, also known as interactiveAmy. She’s a social media consultant to individuals, local businesses and Fortune 500 companies. We met Amy at SOBCon, the business school for bloggers. Amy has so much personality that, once you meet her, you’ll never forget her! So let’s get to the conversation …

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marylynnAmy, you told us this incredible story that we want you to share with our whole community. You recently ordered some pizza from Domino’s. But it took an hour to get the order to you and, when it arrived, it wasn’t right. What happened next?

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amyI called the store and they said they would send over another one. I’m also very active on Twitter – as a social media consultant it is one of my preferred methods of communicating. So I tweeted what had happened. I was just venting my frustration.

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georgeAnd that's when Ramon De Leon, who is the owner of the local Dominos stepped in, right?

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amyYes! He twittered me right away and asked which location I ordered the pizza from.

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Get in on the conversation

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marylynnThis is a good thing for local business owners to understand. Since you are a social media consultant, Amy, how did Ramon know that you had tweeted about him?

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amyThere are great tools out there that allow you to monitor the real time feed of what's being said on Twitter. Ramon probably had an alert set up for the word “Domino’s” or “Domino’s Chicago.” You can use any term that's relevant for you. In addition, you could also set up a Google Alert, which will alert you whenever your name, brand, or company is mentioned on the Internet. So Ramon said that he would remedy the situation and be back in touch when he had more information. I figured I was going to get a credit for free cinnamon sticks the next time I placed an order. Imagine my surprise when I woke up the next morning, logged onto Twitter, and saw a tweet from @DPZRAMON. It said, "Amy, we want to make it up to you, please click on this link." The link took me to a video apology from Ramon, who is the owner of six Domino’s franchises in Chicago. He was standing there with Junior, who is the General Manager of the store where I ordered my pizza. They were offering an apology for what had happened that previous night.

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The buzz begins

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marylynnLike a lot of people, we've watched that video. I really liked that the apology was very sincere!

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amyYeah, what's so crazy is, just this morning, I actually got a tweet from Ramon. He said that video has been embedded on over 30,000 websites! And this is not just 30,000 watching the video; this is 30,000 people who think it's noteworthy enough to feature on their website.

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Wow!

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marylynnAnd in this video, not only did Ramon apologize to you – and promise to make it up to you – he said that they were going to wow you! Now that's more than cinnamon sticks. So what did they do to wow you?

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amyFirst of all, I was totally wowed by this video apology. I had never seen or heard of anything like it. Well as it turns out, I'm also involved in the Social Media Club of Chicago. We hosted an event on Thursday, April 30th – the kick-off to SOBCon. It was a great event where we had all kinds of Chicago social media minds in addition to friends from all over the country. Independently of this video apology, Domino’s was already secured as an event sponsor. So if that wasn’t enough, Domino’s showed up with over 100 pizzas for our club. They also brought a personal pizza for interactiveAmy, with my name all over the box. Ramon delivered it himself.

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george
So he didn't delegate this!

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amyNo, he didn't! Not only was he there, he was really excited about it. He couldn't wait to meet everybody who had heard about him after the video apology. But he was most excited to come and meet me, which was really cool.

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george
And who can blame him, Amy? We know you!

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amyHe also brought some members of his team including Junior. And it was his day off! In addition to the personalized interactiveAmy pizza, Junior also brought me a dozen roses in my favorite color, fuchsia. See video of interactiveAmy with DPZRAMON and Junior.

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marylynnHow on earth did he know your favorite color? He must have visited your website where that color is so strong.

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amyThat's true. I don't know if he did his back end research or if he just took a guess that women like bright pink.

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marylynnWell, I am just wowed by all of this. It’s just incredible!

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interactiveAmy and DPZRAMON

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The conversation begins when a mistake is made

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amyI thought so too. Ramon and I are still in touch. He has become an example of what great customer service is and can be – how to take steps to forge relationships with your customers which is a huge opportunity. When somebody makes a mistake, it doesn't have to be the end of the conversation. It really should be the beginning.

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georgeThat's a great point, Amy. But you could have just said nothing and not gone back to Domino’s. Instead you said something – not even expecting a response – but he responded in such a magnificent way that you've talked about it ever since. Plus 30,000 bloggers have talked about it too!

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amyExactly. As the owner of my own social media company, this is definitely something I try to advise business on, from small mom & pops all the way up the Fortune 500 ladder. Take any opportunity to engage in a conversation about your brand, product or service. And listen – especially when someone says something that might not be the most flattering. It’s a great way to get insight and take steps to remedy the problem. So first you have to listen. Then you can engage. You can become part of the conversation and take the necessary steps to forge your relationship going forward.

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georgeThose are great points, Amy. Here’s what I’ve learned – if you need a case study for your social media consulting business, just be your own.

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amy
I think that's a lesson to all of us … go out there and make things happen!

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Thanks Ramon for being a shining example of great customer service.

And thanks Amy for sharing your story with us.

And thank you for reading our post today.

Bigg Question

Have you been impressed with the response to a complaint? Share that with us by leaving a comment below, e-mailing us at bigginfo@biggsuccess.com or calling us at 888.455.BIGG (2444).

Please join us next time when we’ll continue on this thread. We’ll discuss bad and ugly apologies. Until then, here’s to your bigg success!

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(Image in today's post provided by interactiveAmy)

Are You Fishing for Customers in the Wrong Hole?

“If you want to catch a trout, don’t fish in a herring barrel.” – Ann Landers

George said he’s been fishing at times when he would have been happy to catch any fish at all. He’s even had times when his friend a few feet away was catching all kinds of fish.

So he found out what his friend was using – what bait or lure – and changed his, but he still didn’t catch any fish. He concluded he was fishing in the wrong hole.
 


Fishing for business
Sometimes we experience the same thing when we’re fishing for business. We’re putting our line out but we don’t get any bites.

It may be that the customers aren’t where we’re fishing – they’re in another hole!

For example, maybe your customers are primarily shopping for your product or service online and you’re only marketing offline or vice versa.

People don’t use the internet for that

George remembers having a debate with one of his business managers. This happened to be a plumbing business. They were discussing how to allocate advertising dollars between various media. George thought they needed a bigger online presence. His manager insisted that customers wouldn’t go online if they had a plumbing emergency.

After surveying calls that came in, the manager reported back to George that an overwhelming majority of the people who had called with a plumbing emergency during that time period had found them via the internet.

Sometimes we think we know where our customers are, but our perceptions are clouded by our own biases. Fortunately, there’s a way to find out for sure.

Today’s bigg action item – survey your customers.

Find out how they learn about new things. The odds are your future customers are probably a lot like your current customers.

How one car dealer did it

One example of this is a car dealer. He had the employee who pulled the customer’s car into the service bay record what radio station was playing. He analyzed this information to determine which radio stations to use.

Is there some way in your business to naturally find out what media your customers use? If there is, develop a system to track the information so you know in which hole to cast your line.

Work with your direct mail supplier

Here’s another example from George’s service businesses. His mailing service was able to take his customer lists and ping the national databases to see where their existing customers fit in. Then they had a good profile of the people to target with future advertising – target people who are similar to your existing customers.

Survey them directly

You may just have a survey form that your customers fill out. Offer them some incentive to take the time to complete your survey. It may be a product or service you offer that’s relatively inexpensive …

… or cut a deal with another merchant – maybe even work a trade – to offer an incentive to your customers (e.g. movies, dessert, or gas)!

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Pages

Have you ever been to BINPAO?

By Bigg Success Staff
09-04-08

Peak Performance

binpao 

Now that all we have to do to visit another country, or even another planet, is double click our mouse, there’s no stopping us Web surfers. And, it’s time to space out, both literally and figuratively.

Millions of Americans, young and old, have diagnosed or undiagnosed attention deficit issues, leaving them with an inability to concentrate. While this is assuredly a serious issue for those with true attention-related conditions, I cannot help but wonder how much BINPAO humans have manufactured using our own devices. I have coined BINPAO here, not only because it looks cool in writing and sounds cool (especially the pow! part), but because it reflects accurately what happens to me when I begin using the Internet and all its related technologies.

BINPAO causes me to switch topics, jump around from place to place and generally. Oh wait, I lost my train of thought. See, with my browser open in several windows, I am able to compose these sentences while simultaneously checking the weather, the news from Iraq, my e-mail and more. I can switch from screen to screen in a millisecond. I can BINPAO – be in nine places at once.  For me, BINPAO is a fascinating concept. I can multitask in entirely new ways. I can be bored with what I am reading on the screen after just three or four sentences, and I can move on by clicking on a link and opening another box with a cute photo of a puppy. lol.  I can skip the really important information of the day and find out what is going on in Hollywood. omg. 

What I cannot do if I choose to enter the state of BINPAO is really get ANYTHING done—at all. I can start all kinds of stuff, just not finish one lick of it.

And studies are popping up all over on the subject of too much multitasking. CFO Magazine in July 2007 reported on multitasking in the workplace. They cite MIT and UCLA studies where researchers concluded that multitaskers do not always optimal learners or workers make. The studies pointed out that while some interruption and multitasking can bring interest to your job, too much is really that: too much. The MIT study found that one can reach a saturation point. Errors increase. Efficiency decreases. The UCLA researchers found that distracted learners still did the learning, but stored the information in different and perhaps less useful locations in the brain.

Ah, but what is an easily distractible gal to do?  It’s like putting a variety of raw meats in a circle around a hungry crocodile. Which one to grab first? Solution? Stop the click-throughs until I’m through and grab one at a time. I am an adult and can choose how long my attention span is. I need to take control of my constant clicking and realize the grass isn’t always greener on the other screen. I need to take time to absorb what’s in front of me before I move on. Maybe I’ll start by moving to the state of BIEPAO – be in eight places at once, and see where I go from there?

Hear today’s lesson and laugh on The Bigg Success Show.

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Put Your Inbox on Steroids

By Bigg Success Staff
06-25-08

Leading-Edge Application

sandy 

Would you like your own personal e-mail assistant?

I Want Sandy!

Would you like help managing all the mundane details?

I Want Sandy!

Would you help remember important meetings?

I Want Sandy!

I Want Sandy! is a great way to remember all the details so your mind can be free to focus on what’s important. From appointments to birthdays to yoga class to zebra fish feedings. And everything in between.

And it’s FREE! Check it out today!

You can get an e-mail with your schedule for the day.

Hear today's lesson and laugh on The Bigg Success Show. 

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Never Forget Another Birthday

By Bigg Success Staff
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Leading-Edge Application

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Have you ever forgotten someone’s birthday?

HappyBirthday.com is the answer.

It will take you less than thirty seconds to sign up for a FREE account. Once you’re set up, you can enter the birthdays you want to be reminded of, and HappyBirthday.com will take it from there.

You’ll never forget a birthday again! Now, you just have to put the icing on the cake!

Hear today's lesson and laugh on The Bigg Success Show. 

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Save and Organize Your Text Messages

By Bigg Success Staff
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Leading-Edge Application

app_screenshot 

Treasuremytext  helps you save and organize your text messages just like you can your e-mail. You won’t accidentally delete a message or lose it when you change phones.

All you have to do is sign up for a FREE account. Then you’ll just forward any messages you want to save to Treasuremytext . They will archive it and give you options to organize it.

When you want to view your messages, you’ll just login. It’s that simple!

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Hear today's lesson and laugh on The Bigg Success Show.  

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