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“Nothing short of fantastic. I would recommend, without reservation, Bob's program to any other sales professional.”

~ Allen L. Howard, CLU, General Manager, New York Life Insurance Company

Social Media: The Customer Service “Game-Changer”

January 4th, 2011 by Bob Burg

Both good and poor examples of customer service have most likely existed since the very beginnings of business. Thus, word of mouth, whether in ye olde village or in more modern times, has always been important.

However, it certainly never had the immediate and powerful impact to either make or practically destroy a business as it now has thanks to social media.

In this video, and with the help of a great book written by marketing (or, actually, UNMARKETING) expert, Scott Stratten, we’ll look at just one example.

In the next video, we’ll again take a page of wisdom from Unmarketing and look at an opposite example. The solution will seem so obvious. And it is. Of course, that doesn’t mean it will be applied.

10 Responses to “Social Media: The Customer Service “Game-Changer””
  1. More folks need to be reminded again that customer service is “king”. We went through such a “nonpersonal” time in business when things became automated and high tech that many forgot that real people are behind every success. Wonderful to see that turning around again. Social media plays such an important role now. Scott’s book is great. Thanks for sharing Bob!

    Celene Harrelson

  2. I am glad to see this one wasn’t from the car :). I love this topic because I love to explore human behavior. So many times people in a service industry people take criticism so personally. I can remember when I worked in a retail store and the management position on returns was take it back, whatever it is. So many sales reps felt a need to argue with the customer returning it, almost going through an inquisition as to why they are returning it. The company stand to the employee was, don’t worry about it, it isn’t your money you are giving back. Funny how naturally we go to the defensive and we have to train ourselves to look from a different perspective. Pride is a very strong emotion and can get in the way of many wonderful possible relationships.

  3. Bob Burg said at 9:47 am on

    Hi Christie, definitely not from the car. :-) Thank you for your note. I certainly agree with everything you said. Pride/ego and all does get in the way of effectiveness and productivity, doesn’t it?

  4. Bob Burg said at 9:48 am on

    Great points, Celene. It’s always about the people; the technology should be the servant, not the master, and it’s function is to help facilitate an even better person-to-person experience.

  5. Scott Stratten said at 11:35 am on

    Thanks Bob!!

    I tweeted back and forth later on with the person who complained about the apple and asked about the impact of Tuft’s tweeting back to her, and she said she felt valued and was blown away that they even replied.

  6. Bob Burg said at 11:47 am on

    My pleasure, Scott. Thank YOU. And thank you for the update. What a terrific lesson!

  7. Great article Bob! I’m always puzzled as to why certain businesses will give me such a hard time and after one or two bad experiences I usually won’t patronize them anymore.

    On the other side of the coin, your article reminds me to carefully pay attention to my clients and their needs, being certain to treat them with utmost respect and consideration.

    I see communication as the key. The customer being able to communicate their issue
    or problem to the business and the business (even if it’s just a one person operation) being open to listening to the client’s side of the story, sympathize with them, and make it right.
    It’s not always easy to do all without getting on the defensive because our ego can get in the way.

    I believe it all really comes down to “Treat others they way you want to be treated.”

    Mari Mitchell Porter
    Certified Life Coach

  8. Bob Burg said at 7:06 pm on

    Thank you, Mari. Great thoughts, my friend!

  9. Butch Zemar said at 9:07 am on

    Bob, Good post! Always giving value. Thanks – Butch Zemar

  10. Bob Burg said at 5:25 pm on

    Butch, thank you so much, my friend!

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