Putting the Public back in Public Relations....
So I'm leaving the grocery store and the clerk hands me my receipt, to which I reply, "Thank you." She says, "You're welcome."
Now, from a preschool point of view, this is an accurate display of properly executed manners. Someone says thank you, and someone says you're welcome. It's polite.
But as I'm walking out, pushing $100 of groceries to my car, I can't help but think SHE SHOULD HAVE BEEN THANKING ME! I mean, I could have spent that $100 in restaurants over the next week... I could've shopped at a different store... I could've spent just $10... But I spent $100 on merchandise purchased in that store. I made the choice to do so and in turn, provided that store with a sale that further keeps that very clerk employed!
My point is this: In today's tough economy, everyone is competing for the same dollar. Wouldn't it simply make sense if someone chose to give you one of their dollars, that the least you could do is say THANK YOU?
I point this out because as marketers, we spend so much time focusing on reaching our customers and finding new customers that we so often FORGET our current customer. We're all still human beings and every transaction is still personal. Put Customer Service into your next PR plan and let PR start at home.
Now, from a preschool point of view, this is an accurate display of properly executed manners. Someone says thank you, and someone says you're welcome. It's polite.
But as I'm walking out, pushing $100 of groceries to my car, I can't help but think SHE SHOULD HAVE BEEN THANKING ME! I mean, I could have spent that $100 in restaurants over the next week... I could've shopped at a different store... I could've spent just $10... But I spent $100 on merchandise purchased in that store. I made the choice to do so and in turn, provided that store with a sale that further keeps that very clerk employed!
My point is this: In today's tough economy, everyone is competing for the same dollar. Wouldn't it simply make sense if someone chose to give you one of their dollars, that the least you could do is say THANK YOU?
I point this out because as marketers, we spend so much time focusing on reaching our customers and finding new customers that we so often FORGET our current customer. We're all still human beings and every transaction is still personal. Put Customer Service into your next PR plan and let PR start at home.
Labels: customer service, marketing, public relations
posted by Jan at
12:35 PM
