The SCN Encourager – Wednesday, February 27, 2013

Shortcuts? I thought this article was about shortcake!

Just my luck. Whenever I read something too quickly and get my hopes up, disappointment usually hits 2 seconds later. As you can tell from the headline, messing up just a letter here or there can make a world of difference.

On the other hand, whenever I read something slowly, there’s no guarantee I’ll interpret the meaning correctly, either.

So I guess the onus is on you. You’ve got to be the accurate critical thinker here.

This anecdote comes from Bob Negen’s weekly “Whiz Bang Tips” for retailers. It popped onto my radar screen for several reasons.

First, it involved “customer service.” Second, he knows what he’s talking about (in stark contrast to…don’t say it!). Third, his four tips are simple and do not require any extra money. And last, I think school leaders and communicators have much in common (in general) with bricks and mortar retailers.

What Bob doesn’t say in his brief story (but I will…) is that part of our strategic planning must include ways to ensure that our “in person & onsite” customer service communications are consistent with our “electronic & social media” customer service communications.

For example, business consultants say that users who visit an organization’s website should have the same positive experience as if they were visiting the organization in person. In short, every electronic interaction should have the same friendly service-oriented “feel” as a real-life encounter.

The business gurus stress that organizations should have a high commitment to customer service that is demonstrated by “seemless” user experiences all across the board.

Or is it “seamless” user experiences?  Dang it. I’ve done it again.

Tom Page, SCN managing editor
car 02:27:13 0512



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