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Liability v Lovability

Almost all customer service calls begin with this one-liner – “This call may be recorded for training purposes.”

This is where I feel most companies are missing a massive opportunity by aiming for the bare minimum and just checking the liability box.

People call for support because they have a need or a problem. 

They’re most likely to listen to you because they rely on you.

Look at this opportunity through a lovability lens to kill any buyer’s remorse and accelerate brand advocacy.

Instead of playing the boring one-liner, companies should seriously reconsider their recording strategy.

  1. Focus on them, not us: Tell them the recording is to improve the way we serve customers ‘like you’, not for ‘our training’.
  2. Record for review: Say that it’ll come in handy in case we need to review the conversation in the future.
  3. Make it easier: Use this time to tell them the best ways to reach you fast and easily.
  4. Thank them: Importantly, thank them for trusting you and being your customer.

Takeaway

Serving your customers is the best way to secure them and also build a relationship with them.

What else would you add to this list? Let me know! 

You are serving a customer, not a life sentence.

Laurie McIntosh

Kurian Babykutty

CEO, 40 Parables

Kurian’s a steward of storytelling and a keen observer of people, which is why he geeks out on making marketing meaningful.

Manna is tastiest when shared together.
Share this with someone who needs it today.

Manna is tastiest when shared together. Share this with someone who needs it today.