I recently attended a conference in Boston, MA that was being hosted at the Seaport Hotel. Being no stranger to travel, conferences, or hotels, I am usually apathetic about the entire experience.
However, I have to say that the service at the Seaport was truly exceptional.
Every employee I encountered, from the housekeeping staff to the conference assistance team to the bartenders (full disclosure!) was personable, informed and eager to assist me in any way possible.
This experience got me thinking about all the people we interact with on a daily basis, and how they have the power to influence how we think – about them, their positions, their companies and their brands.
This brings me to an oft-maligned group of individuals – technology support. Difficult situations are just another day in the life for these brave souls. Seriously, how difficult would it be for you to work with someone you have just met to resolve an issue that they just discovered? Yet, day in and day out, we expect these individuals to help our customers resolve their issues, and do it in a way that reflects positively on our organization and brand – a tall order indeed!
In recognition of the tireless efforts of the underappreciated technology support representatives everywhere, I am proud to present the brief video in the hopes that it will bring a bit of levity to those courageous individuals on the front line, and inspire a bit of compassion from those of us on the other end of the phone.
You’ll never have a product or price advantage again.
They can be easily duplicated, but a strong customer service culture can’t be copied.
Although your customers won’t love you if you give bad service, your competitors will.