Please and thank you! How may I help you? Is there anything else I can do for you? Does this sound familiar?  I hope so as these simple things can make a huge difference when it comes to your business.

The Good, The Bad & The Ugly! Consumers are bragging (or not) about you.  Great if they are sharing good reviews and not so good if the reviews are negative.   For example, you go out for breakfast with the family.  Food is great but guess what, the service is below average.  Here is where the conversation begins.  Allow me to introduce you to the new hyper-interactive consumer? Today’s consumer is in real-time dialogue via social media—TripAdvisor, blogs, forums, Yelp, Facebook, and Twitter—with real-time questions that require real-time answers.  The poor experience that family just had at the restaurant has gone viral.  The word is out! The consumer is advertising for you how they see it, not how you want them to see it!  If you are just OK, average or below average, then guess what, that\’s what they are saying.  If you are going above and beyond and offering exceptional service, they are singing your praises with good reviews.  It\’s real dialogue in real time!  The good, the bad and the ugly.

This is a good test for the executives/owners.  Take your “Executive/VIP” hat off and place a call to your company and go through the process as if you were going to make an appointment/reservation etc.  How were you treated?  Did your staff meet your VIP standards?  Was the experience a positive one?  If you answered yes then I applaud you and your staff.  If you answered no then there is work to be done because what you just experienced is probably what every other customer is also experiencing.

How can you turn complainers into fans and bring the WOW factor to your business?  Invest in your employees by offering an Exceptional Customer Training.  It can turn things around for you and your business.  I\’ve had the pleasure to attend a seminar hosted by Elisa Levy, Elisa Levy Consulting on Exceptional Customer Service.  I have also seen first hand how investing in your employees can make a difference!

“Studies show that 65% of business revenue comes from repeat customers. Good service isn\’t enough; businesses need to be exceptional. It doesn\’t take a lot of extra time or money, it just requires knowing how to be memorable.  Bring the WOW, turn complainers into fans, have a good attitude every day no matter what happens, communicate with diplomacy and professionalism.” ~Elisa Levy

Today\’s consumer is ready to share their experience with the world.  Let\’s make sure you do everything to make that experience exceptional! Invest in your team, learn more about exceptional customer service training for every department because being anything but exceptional just doesn\’t cut it!

Let me know what you think and let\’s have a conversation about being exceptional in the workplace!



Categories: Blog

Welcome to The Social Suite Blog! My name is Lisa Malcom, founder of The Social Suite and today I’d like to share my experience with Social Media and how “getting it” got me where I am today.

My journey began with words like Tweets, Retweets, #Hashtags, Fans, Likes…what it is all about? I remember attending a Social Media seminar and I was overwhelmed. Are they speaking a different language? I got over it quickly. I decided to take time and learn more about it and do it!

Build. Engage. Share. Be Social.
Via Key West, is my online gift store that celebrates all the funky and fabulous artisans inspired by Key West (@viakeywest.) I remember thinking “who cares if someone is getting coffee at Starbucks and “people have too much time on their hands”…well guess what, people do care and they are sharing information both good and bad. My twitter journey started, first followers and I “tweet” and “retweet”…here come some “welcome” tweets. It’s working, I’m up to 16 followers and I think I’ve hit the jackpot. Today Via Key West has 3271 followers on Twitter. Guess what, 3271 people and all of their followers are having a conversation about Via Key West. Facebook and Twitter are places people engage in conversation about you and share the same with others.

Let’s move ahead with my journey in Marketing for the Hospitality Industry. I was responsible for advertising, marketing and social media for four Key West hotels. I was sitting at my desk attending an International Webinar for Marketing Trends for the Hospitality Industry. The speaker of the webinar was using examples of good Social Media practices on Facebook and named a hotel to follow. The hotel they named was the one I worked for. I jumped out of my seat and went “OMG that’s me!” I even received a few phone calls from hotels who attended Seminars where the hotel was once again mentioned. Why was the hotel used as an example? It’s about sharing not selling!

Connect/Reconnect. On Twitter I saw a friend from my hometown and immediately sent him a tweet “hi, not sure if you remember me….” he runs a very cool (and in the NOW) interactive agency (@romanelli) Romanelli Advertising. Long story short we are working together today. The connections all happened via Social Media.

So what’s it all about? Build relationships. Engage. Share. Be social. My goal is to help break the Social Media barrier that exists and offer tips on how to get started and also help you create a social media strategy for your brand. I’ll keep you informed on the latest and greatest Social Media tips and trends. The strongest and simplest advice to start is be social!

This is the first blog of The Social Suite. Share it, send me a reply and let’s engage in conversation! By the way, I’m ready for another OMG moment; let’s make it about you and your company!

Visit Marketing and Consulting Services: Brand Development, Interactive Marketing, Social Media and Project Management!



Categories: Blog

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