Shankman in Buffalo – His Basic Tenets for Great Customer Service

Last Thursday, the Advertising Club of Buffalo hosted a night with marketing and PR guru Peter Shankman. Shankman, founder of Help a Reporter Out and The Geek Factory, a boutique marketing strategy firm in NYC, is also an author, keynote speaker, and consultant to both NASA and the Pentagon. Needless to say, he knows his stuff and is pretty well-respected in the marketing world; I certainly feel lucky that I got the chance to hear him speak.

Shankman’s speech was little bit rambling and more than a little bit funny. There were times the laughter in the room was so loud, I couldn’t hear what he was saying. There were also times I wondered “where’s he going with this?” But, at the end of the presentation, I knew exactly what his point was and I felt excited and empowered to bring the takeaways back here to Algonquin and put them into practice.

Shankman’s main point was a simple one: in the face of exploding social media options and instantaneous news outlets the most important thing a company can do to stay in business is provide good customer service. And he provided four basic tenets for making sure you’re staying ahead of the game; I’ll cover the first two today and visit the others tomorrow.

1) Own Your Own Stuff

Shankman argued that branding and owning everything you do – whether good or bad – is vital to the success of your business. He pointed out that, thanks to technology and social media, any good thing you produce, product or idea, can easily be snatched up and redistributed to the masses in mere moments. If it doesn’t have your name all over it, someone else can take credit and your moment of glory, and maybe even your payday, could be lost forever.

The flip side of the “owning it” coin is, of course, that you have to own your mistakes as well. Sure, you might take some heat when you admit you’ve messed up, but Shankman pointed out there’s nothing Americans love more than building up the person we were tearing down yesterday. Heck, a comeback story is always the best kind of story, right?

2) Be Relevant

Shankman rightly reminded us that the direction of a company is controlled, not by its shareholders, management, or employees but by its customers.  If we’re not giving the people want they want, they’ll find another provider and leave us for them. We have to actively ask our customers what they want (and how they want it) and then we have to give it to them. It’s the only way to guarantee continued success.

He also encouraged us to “embrace the concept, not the brand” and to make sure we know where our audience is. Social media changes daily and what we assume is the next big thing might not carry any weight with the people actually buying our products. If I’m tweeting away but my prospects are checking out my competition on Facebook or Pinterest, what good is Twitter doing me?

So, what do you think of Shankman’s first two customer service tenets? How does your company ensure you’re providing a great experience for your customers and prospects?

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