Mastermind #1: “What Would Zappos Do?”
I just spent two very full days (9 a.m. to 9 p.m.) with 15 extremely sharp and savvy entrepreneurs in Andrew Lock’s Magical Mastermind group.
As promised, this is 1 of 5 marketing strategies you can use in your own business.
Most businesses consider customer service to be a necessary evil. Who wants to hear people gripe about their stuff, right?
I’ve talked about Zappos before. Check out this blog post to get caught up. They excel at customer service… it’s legendary… it’s the gold standard.
Zappos considers customer service THE most important thing they do.
One of the guys in our group runs a multimillion dollar online nutritional supplement company.
So he’s telling a story about a REALLY unhappy customer. She was furious with the company. And she posted all of this fury on their Facebook page!
Here’s what they do when they have a real thorny problem: They ask, “What would Zappos do?”
This is the kind of company Zappos is:
The nutritional supplement company actually called Zappos customer service. They wanted to know how Zappos would handle this customer.
Guess what?
Zappos’ customer service rep spent 30 minutes helping them work out a solution for their problem customer.
And then she cheerfully tells them, “Call us any time!”
BIG TAKE AWAY: Customer service is an attitude. And to be honest, I have a hard time with it in my service businesses.
But when I hear TRUE stories like this about Zappos, it always makes me rethink my customer service mentality. It makes me want to aspire to the Zappos standard.
What do you think about this?
How do YOU handle difficult customer services issues?
Leave a comment – I’d love to hear your thoughts about customer service.
-David Gruttadaurio
“The Print Newsletter Expert”
PS: If you haven’t requested your three free samples of Exceptional Living, click here now.
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