Take 10 Minutes and Reach Out

The best companies have someone that takes 5 or 10 minutes a day and works on reaching out to customers.

Who the person is does not really matter; they can be a normal support person, someone who works in PR, or anyone else that writes well and is familiar with the company. In addition to their “day job,” this person should spend about 5 or 10 minutes a day reading what people say about the company in the blogosphere, on Twitter, on the various customer feedback sites, on forums for the particular industry, etc. They can easily come up with a list of 5 to 10 sites to check out on a daily basis and be able to go through almost all of them within 10 or so minutes.

Once the person finds a mention of the company, he or she should respond. If praise was given, thank the customer for the kind words and for their business. If the customer complained, they should try to help that customer out. The person assigned to reaching out should take the time to explain things and let the customer know what happens and why. Their job for that 5, 10, or 20 minutes a day is just to let customers know that the company cares and to be available when customers have trouble. They should put the customer in touch with the right people and work with the customer to get things figured out.

Companies that do this really seem to “get it.” It really is not difficult for the customers of 2008 to post their opinions somewhere on the web and instantly tell hundreds or thousands of people. If they have a Twitter account or a blog, they can easily tell 100 or 200 people of their woes with your company within a few minutes. And they can also tell 100 or 200 people about how impressed they were with your company’s pro-active response as well. Taking 10 minutes a day to reach out is a little thing that can and will make a huge difference each time you do it.

3 Responses to “Take 10 Minutes and Reach Out”

  1. Service Untitled » Have a manager make a call. - customer service and customer service experience blog said:

    Aug 20, 08 at 11:28 pm

    […] like the representative that only needs to take a few minutes a day to reach out, this is all about taking the extra time to work with customers who have expressed they are […]

  2. Glenn said:

    Aug 21, 08 at 5:54 pm

    Exactly! It’also easy to set up a Google Alert. Here’s another take:http://www.allbusiness.com/technology/software-services-applications-internet-social/11469800-1.html

  3. Better customer service in 10 minutes or less « Training Marketer said:

    Aug 25, 08 at 4:32 pm

    […] Choose one person or a few people, doesn’t matter what department they’re from as long as they’re familiar with the company and have good writing skills, to reach out to customers daily. Just ten minutes can make a “huge” difference, according to Service Untitled. […]