San Antonio Texas Speakers Bureau presenter, T. Scott Gross, discusses how Your Brand Can’t Hide Behind Poor Service.
Customer service is the expression of your brand.
I’ve got more to say on the subject of customer service and branding but if you truly got the message that customer service is the expression of your brand, you are head and shoulders above the average corporate leader who thinks branding issues can be cleared up by a trip to the graphic designer.
In the course of preparing for keynoting assignments, I have asked clients of organizations large and small about their brands. Over the past ten years the likelihood of my questions resulting in only dead air over the phone line has gone down considerably. Either more companies are at least attempting to understand their brands or maybe I’m just working in better neighborhoods. These days chances are good that my client will rise to the challenge and hand me a lavishly designed printed piece that fully explains their branding efforts.
Nice. But printed statements don’t matter that much.
Your brand statement tells who you want to be. Your customer service says who you really are.
How you treat your customers, employees, and vendors tells the truth about your brand. Just as actions speak louder than words, there is no way you can proclaim yourself a “people company” unless you prove it by living the values that look so good in print.
Who you hire, what you celebrate, and the values you live tell more about your brand than any fancy brochure.
T. Scott Gross, a San Antonio customer service speaker represented by the San Antonio Texas Speakers Bureau, provides the keys to delivering the WOW that keeps customers coming back for more. His secret formula for success is Positively Outrageous Service, or POS. What is POS? It’s above-and-beyond service that attracts customers with a touch of creativity and personality.
T. Scott Gross is known as the author of four best-selling books, Positively Outrageous Service, Why Service Stinks: What You Can Do About It, When Customers Talk: Turn What They Tell You into Greater Profits, & MicroBranding: Power Your Brand to a Bigger Bottom Line.