Is social media getting your company noticed for the wrong reasons?

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When it comes to social media it seems even the big brands can get things very, very wrong.

From inappropriate tweeting to disastrous customer relations and audience engagement that spectacularly backfired — the Internet has seen it all.

Social sharing is putting companies and their employees under a very unforgiving spotlight, where every misdemeanour is magnified and shared — often to the point of going viral.

How is this material shared?

Twitter exchanges

Today, as I am writing this blog, there has been news coverage of a Twitter exchange between clothing retailer, Joy, and a tweet about one of their greetings cards.

A visitor to one of the company's London stores had tweeted the company to point out the offence that one of their cards could cause to people with bi-polar disorder. Their response was dismissive and insensitive.

Since the exchange began, mental health organisations have got involved and there has been a campaign to boycott or 'joycott' the store.

The company has apologised and the offending tweets appear to have been deleted from its timeline but, thanks to screenshots, they continue to be shared.

Audio recordings

This recorded exchange between a Comcast customer service agent and a customer who wanted to cancel his service is another example of an episode that went viral.

The customer recorded eight minutes of an extremely lengthy and awkward conversation in which he tried to cancel and the agent was excessively obstructive.

The company expressed its embarrassment after the exchange and has since investigated the incident to identify what went wrong. 

Complaint letters published online
One customer's disastrous experience with Ryanair led to this letter of complaint being posted online. Its humorous account of the customer's dealings with Ryanair staff soon became an Internet hit.

It was followed by this equally humorous letter sent from a customer who had experienced a terrible stay at a Britannia hotel.

According to Buzz Sumo, online content that evokes laughter and amusement is among the most likely to be shared.

Photographs

From broken products delivered in mishandled packages to incidents of foreign body food contamination. If your company's mistake can be photographed it can also be shared online.

Video footage

Many people now carry video-enabled mobile phones and many cyclists have helmet-mounted cameras. This means that anything from difficult customer service exchanges to [warning: the following clip contains extreme bad language NSFW]  incidents of road rage can be filmed covertly and uploaded without the consent of those involved. 

As technology becomes smaller and more discreet, we may not even be aware if we are being filmed, so maybe it's safest to assume we're always on camera.

Bad publicity like this is not easily forgotten.

Mud sticks and gaffes like these can be difficult for some companies to recover from.

With this in mind it's much better for incidents not to occur in the first place.


How do we prevent the incidents that lead to bad publicity?

Keep a closer eye on your social media accounts

Social media accounts are often considered a job for a junior employee, but this can be unwise. It may help to have a specific programme of content to communicate and for more senior staff to be on-hand to deal with customer interactions.

Encourage customer feedback

If customers have complaints it is much better for them to complain to you than to do it online. Always give them the opportunity to give feedback on their experience and if they do have complaints make sure you act on them and resolve them.

Listen to your employees

Encourage your employees to be open with you and tell you about persistent issues and frustrations they are having. Address these issues wherever possible.

Regularly review employee training

Training can help your employees to deal with day-to-day difficulties proactively, confidently and constructively.

Some of the ways employees can improve customer service include:

• Listening to the customer and acknowledging what he/she is saying
• Avoiding promising anything they might not be able to deliver
• Focusing on what they can do and doing it  
• Having a good attitude and being courteous

Drivers can minimise the risks of road rage by:

• Driving sensibly and avoiding antagonising other road users
• Paying special attention to vulnerable road users, such as cyclists
• Avoiding angry/provocative behaviour, like using hand gestures or flashing lights

Remind your employees of these basics on a regular basis

Kodiak's workplace poster programme regularly covers advice for providing good customer service and avoiding incidents out on the road.

To find out more, why not visit www.kodiak.co.uk or give us a call on 01530 456 000.

Poster of the month, September 2014: The power of ideas in the workplace

EVERY IDEA is a foundation just waiting to be built on

This is the first of a new series of monthly blog articles we will be posting.

Every month our design studio personnel will choose their favourite poster of the month and we will share it with you here.

September's poster of the month (shown above) is about developing ideas.

Good ideas lead to great improvements

When planning a project or improvement initiative, talk to your staff.

Your staff are the people who:

• deal with your customers first-hand
• experience problems and difficulties in your workplace
• are aware of the dangers and hazards in your workplace
• get frustrated when things are too awkward or complicated
• understand how your current methods waste energy, materials and time

Their input and ideas could help you develop:

• improvements to customer service and the customer experience
• solutions to persistent problems
• a safer environment and safer working practice
• more streamlined systems that are easier to operate
• initiatives to save energy and reduce waste

For more poster examples, please visit www.kodiak.co.uk

Ten ways to lose customers (and better ways to keep them)

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Updated October 2014

Ten Ways to Lose Customers may not sound like a guide you want to follow but, as this article will reveal, sometimes we need to look at what we're doing wrong to put it right or make it better.

So here are ten things you might be doing wrong.

1. Not listening to your customers
Your customers can be full of useful information. For one thing, they usually know what they want and when they want it. For another, they often make valid suggestions that could help you to improve what you do.

I'm not saying that you should immediately implement every suggestion that every customer makes. However, if there is a concensus between several customers that something would be beneficial, or that something isn't working, it might be worth taking those thoughts into consideration.

2. Having a bad attitude
If members of your staff are rude, unwilling or unhelpful they could be losing you customers.

Make sure staff have the training and flexibility to deal with most situations. For example, if they are constantly having to refer simple matters to a person in authority this may be causing them frustration that they are then taking out on the customer.

3. Promising things you can't deliver
Empty promises let customers down – sometimes with devastating results. A customer who has been let down is unlikely to return, but very likely to complain to all their colleagues or friends.

If a customer is asking for the impossible it is better to be honest and let them go elsewhere than to make a promise you can't fulfil.

4. Not dealing with complaints properly
It takes time and energy for a customer to make a complaint so, if they feel something is worth complaining about, it's worth your time to acknowledge it and look into it.

Remember, the customer could have said nothing and simply decided not to deal with you again. If they complain they are giving you an opportunity to put things right.

Making an apology, offering a goodwill gesture, or using the complaint to make a positive change in your organisation might just be enough to keep the customer.

5. Focusing on what you can't do
If a customer won't listen to reason, or is asking for the impossible, repeatedly telling them what you can't do will only cause frustration for you both.

Be solutions-driven and offer feasible alternatives or compromises that you can reasonably deliver.

6. Changing the quality of your product/service
Customers rely on consistent quality, convenience and reliability. It is not always wise, therefore, to make changes that put your own needs before those of your customers. For example using cheaper raw materials to produce your product, shortening your opening hours or changing your equipment.

Remember, some customers would be more amenable to an increase in price than a reduction in quality.

7. Taking customers for granted
It costs around six times as much to gain a new customer than to keep an existing one – however demanding they might be.

Be good to your existing customers – do what you can to reward their loyalty and don't reserve all your best offers for new customers.

8. Not answering the phone
It sounds ridiculous to say it but many companies are still losing business by not answering the phone promptly enough or, in some cases, not answering it at all. Around 30% of first time callers will never call back if their call is not answered.

Make sure your staff are trained to answer the phone within five rings, take messages if the person required is unavailable and be helpful and polite to people who come through to the wrong number.

9. Making excuses
How many times have you heard these lines?

"It's not our policy."
"I'm new."
"We're short-staffed."
"You've come through to the wrong department."
"I was on holiday."
"My computer is down."

These are some of the most commonly used excuses people hear during telephone conversations with companies every day – and they're just not helpful.

Be solutions-driven. If it's not your policy, offer an alternative. If a call has come through to the wrong department, put it through to the right one. Offer to call the customer back if you need to refer their matter to someone else or if your computer is down.

10. Not offering a competitive service
Just because you are selling a great product or offering a great service doesn't make you immune from competition.

For example, if one of your competitors starts trading online, offering a price promise or giving an introductory discount these things could give them a competitive edge.

Be aware of what your competitors are offering – make an effort to stay ahead and make sure you don't lose out.

Kodiak's workplace posters regularly covers customer service and could help you to avoid some of these common mistakes.

If you would like to find out more about how our posters can help you offer better customer service, please get in touch.

For daily tips on dealing with common workplace issues, why not follow us on Twitter.

If you would like to find out how Kodiak posters 
can help your business work smoother, smarter 
and safer, please call us on: 01530 456 000 
or email us.

Industrial quality: Five things to remember

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Quality is a vital element in every type of business, but when there is a product involved it is especially important. The quality of your product can make or break your business – especially when the Internet makes it so easy for customers to find alternative suppliers.

So here are five things to remember to make sure quality stays at the top of your list of priorities.

1. It is everyone's job
That's right. From the directors and managers, who oversee the whole operation, to the cleaners whose sterling efforts keep dirt, pests and other undesirables from contaminating the products. It is important for everyone to understand and be familiar with your quality standards. Employees should know exactly what is expected of them and implement it to the best of their ability.

2. You can't add it later
Which is why quality must be at the forefront of everything you do and why it should never be sacrificed in favour of productivity. Remember, your customer doesn't care how many products you make today – only that the ones you send to them are perfect. Send out poor quality products and you risk losing revenue and customers.

3. Think inside the box

Damaged goods can cause huge disappointment, so make sure goods are packed securely enough to survive the journey to your customer.

4. A quality product is nothing without a service to match
Providing a good service means being flexible enough to meet the needs of your customers. It means attention to detail when packing and delivering orders. It means having the courtesy to let a customer know if there has been a problem, if you can't supply the goods they have ordered, or if there will be a delay. 

Good service also means responding well to customer complaints. Even if you have a quality product, things can still go wrong. Ensure any issues are resolved quickly, courteously and sympathetically.

5. The customer is your final quality checker
Quality control only ensures that your products meet your standards. Customer satisfaction is the real test of product quality. Satisfied customers are more likely to stay loyal, choose your products over your competitors' and recommend your products to others.

Kodiak's motivational poster programme regularly addresses all aspects of industrial quality.

Our database contains a wide range of posters covering the issues I have mentioned here and more.

Kodiak posters can help you improve quality in all areas of your business. If you would like to find out how, please contact us.

For daily tips on dealing with common workplace issues, why not follow us on Twitter

If you would like to find out how Kodiak posters 
can help your business work smoother, smarter 
and safer, please call us on: 01530 456 000 
or email us

Customer service: Three good reasons to satisfy your customers

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Last month I was involved in a car accident that wasn't my fault. Thankfully no one was hurt, everyone was insured and the driver responsible admitted liability. It should have been straightforward, yet the experience of dealing with my insurance company in the days that followed caused me more distress than the accident itself.

When communications are the most advanced they have ever been it's hard to understand why some companies make it so difficult for their customers to speak to an appropriate person or resolve a simple issue efficiently.

In today's marketplace the Internet offers customers more choice than ever. For many, a new supplier is only a Google search away. So it's more important than ever to treat your existing customers well and here are three reasons why.

1. Satisfied customers will come back

In these difficult financial times companies depend on repeat business. Remember that, in the majority of cases, the cost, time and effort involved in attracting new customers far outweighs that of keeping existing customers happy – however demanding they might be.

2. Satisfied customers will recommend you

Studies show that a happy customer will tell two or three people about their experience with your company. An unhappy customer, however, may tell up to 20 people!

And don't forget, these numbers can increase massively when you factor in Internet forums and online discussions.

3. Your employees will be more satisfied

Employees who are subjected to constant complaints and criticism from customers are more likely to suffer from low morale and poor job satisfaction – especially when they feel powerless or unable to offer a solution.

Improving the customer experience reduces the number of complaints. Making it easier for employees to help unhappy customers and resolve their issues easily is also beneficial to both parties.

A high level of employee morale and job satisfaction makes employees more motivated, more dedicated and more committed to delivering excellence.

Studies show that 80% of customers who complain will continue to deal with the company if their complaint is dealt with satisfactorily. This can rise to more than 90% if the issue is resolved immediately.

Kodiak's motivational poster programme regularly reminds your employees of the importance of customer care and helps them to develop a positive attitude to customers.

If you would like more information or poster examples, please do not hesitate to contact us.

For daily tips on dealing with common workplace issues, why not follow us on Twitter.

If you would like to find out how Kodiak posters 
can help your business work smoother, smarter 
and safer, please call us on: 01530 456 000 
or email us.