Tag Archives: The Fred Factor and Customers

Customer service + Web 2.0

Good customer service is the lifeblood of any business. You can offer all the free gifts and promotions and reduce prices to bring in as many new customers as you want, but unless you take care of your customers  your business won’t be profitable for long.   At the place I work, they have a motto

“Your company is your business. Helping it Prosper is Ours”

Prosper,  Inc

They have the understanding of good customer service is all about bringing customers back. And about sending them away  and keeping them happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. We are not perfect , but are trying to improve everyday!

I read a great post by by Doriano “Paisano” Carta about customer service and Web 2.0 and how they have  “…finally been formally introduced and have gotten rather serious these days. Because of this, it has become extremely easy to share an idea you have for new features or just complain about an existing one..”

He also wrote about

“,,,,Companies are understanding the value of centralizing valuable feedback. They’re also using this new platform to communicate with their user base to keep them informed about service interruptions (made famous by Twitter) and new updates. This appears to be a win-win relationship for companies and customers (sites and users).

Here are a couple of the front-runners in this hot space, including other ways you can share feedback and suggestions with the services you use online:

Third Party

Get Satisfaction is currently the best of the breed when it comes to a centralized method of feedback communication and status updates for companies and customers. It provides a useful Company Directory that shows all of the sites and services that allow you to share your feedback and suggestions. It’s also a great way to check the status updates of problems and bug fixes.

Companies that use Get Satisfaction include twitter, Apple, and Microsoft.

UserVoice is a competitor to Get Satisfaction but there are subtle differences. At this time, there isn’t a centralized directory of all the companies that provide a UserVoice method of communication as there is on Get Satisfaction. This makes finding companies on there nearly impossible. The only way to do so now is through the company’s website.The good news is that companies can host this platform themselves.

Rejaw uses UserVoice.

Opinions, Reviews

Swotti – Provides real world opinions on products and now even about people!

Blippr – A new twitter-like service that lets you review/rate things like movies, books, music, etc.

Angie’s List – Has become the most popular service for letting you rate and review contractors, service companies and health care providers. Their list continues to grow and people really seem to appreciate the fruits of their labors.

Top Lawfirms – A list maintained by LexisNexis Martindale Hubble which uses peer reviews to rate lawyers and law firms.

Hotels.com – The well-known hotel ranking system that keeps on growing.

Yelp – The most popular rating/ranking service today, especially for restaurants and entertainment establishments.

SezWho – Unique in that it allows you to rate the quality of comments on a blog.

Digg – Lets everyone rate news items on the Web.

SchoolMatters – Lets parents

Resource Feedback Frenzy: 35+ Customer Service Resources August 13, 2008 — 11:18 AM PDT — by Doriano “Paisano” CartaMashable.com

More Resources:

Good Customer Service Alone Doesn’t Win Referrals Don’t wait around for your excellent service to pay off. Instead, build a network for word-of-mouth marketing –U.S. News

Local execs unlock door to good customer serviceSan Antonio Business Journal – by Donna J. TuttlePosted July 10, 2008

How Customer Service Works”HowStuffWorks

Care about the Customer , The “Prosper Learning” Way– July 31, 2007 by prosperstudentcare

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Filed under customer service

The Fred Factor and Customers/ Students at “Prosper Learning”

postman_pa_m1126970.jpgToday I went to Borders near my home to browse books- and I came across a book titled The Fred Factor by Mark Sanborn. I could not put it down! Fred is a postman who delivers exceptional service to the author – so exceptional that it inspired the writing of the book and became a national best seller. The story of Fred continues to inspire people all over the nation. Who ever knew a postman could do that? As I browsed the book I came across a few important points I’d like to share with all of you.

Quoted from the Fred Factor web site (www.fredfactor.com)…fred�factor

The Mission: Be a Fred…

..continually create new value for those you live and work with through dedication, passion and creativity.

The Idea’s I took from the Book:

Each of Us makes a Difference. The only question at the end of the day is “What kind of difference did you make?”

Everything is Built on Our Relationships. The first principle in building a relationship is to build Trustworthiness, or Trust- and Respect-based relationships. Other words for trustworthiness, including “respect,” are humility, honesty, patience, faith, virtue,” and moral based .

This principle of trust and respect is based in always assuming the most honorable of intentions from us towards our fellow workers, students, customers or those we love.Always, remember No one succeeds on their own. Asking for and sharing information broadens one’s perspective of situations and life. Others help you open doors to opportunity. “

I could train you to achieve exceptional performance and then reward it. However, only the you can choose to do your job in an extraordinary way, either because of, or in spite of, circumstances.

Think about it. Do you add to or take away from the experience of your customers/students and colleagues? Do you move our business closer to or further from its goals of helping people succeed ? Read Lee & Nancy’s story

Do you treat your customers and potential customers in an ordinary way or do you treat them superbly? Do you lighten someone’s burden, or add to it? Do you lift someone up, or put someone down?

Nobody can prevent you from choosing to be exceptional. The only question at the end of the day that matters is, “What kind of difference do you make?”

You must continually create value for others, and it doesn�t have to cost ANYONE a DIME. You can replace money with imagination. The object is to out think your competition rather than to outspend them.

You can reinvent yourself regularly. No matter what job you hold, what industry you work in or where you live in the world, you wake up every morning “tabula rasa,” with a blank slate, and you can make your business and your life anything you choose.

Also in the book is a quote from Andrew Carnegie that I remember hearing on the sales floor and from a coach I respect:

“There are two types of people who never achieve very much in their lifetimes. One is the person who won’t do what he or she it told to do, and the other is the person who does no more than he or she is told to do”

Presented by  Devin Willis
It’s a short, easy to read book with lessons we all can apply to all aspects of life to better enrich here at Prosper as well as your personal relationships. By following these simple principles, and by learning from and teaching other “Freds,” you, too, can excel in your career and make your life extraordinary. As this book made clear to me, each of you has the potential be a extraordinary(in fact you are,already in many ways).THE FRED FACTOR shows you how to become extraordinary in many more ways.

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Filed under customer service, devin willis + prosper, good-to-great, Word Of Mouth