The various intricacies of a business are interesting. I love how departments are unknowingly intertwined very closely. One thing that bothers me heavily is the lack of focus on the customer. Specifically, I loathe the perception of customer service departments. Paying attention to the customer service department is paying attention the customer. Every other department needs this fact beat into their heads. Consequently, when the customer service representatives are happy, the customers are happy. In the music world, when volunteers or employees are happy, fans are happy. Let's look at the corporate structure first.
Scenario 1: Customer service representative loves her job for various reasons. Her managers are understanding, flexible, resourceful, and supportive. She constantly gets emails sent, on her behalf, to her manager about her excellent customer service. The shipping department willingly assist her with customer orders. Marketing gives creative approaches to educate consumers on new products and services. She LOVES her job. Her managers appreciate work, and she's rewarded. This is when the corporate structure works accordingly.
Scenario 2: Customer service representative hates his job for various reasons. His managers don't allow him to interact with his coworkers. He never gets the answers he needs to service his customers. The managers talk down to him like he's the scum of the earth. He is frustrated and displays poor communication when speaking to the customers. Why? He HATES his job. The managers treat him like gum that's stuck on the ground or cement. This is when the corporate structure works incorrectly, which is typically the case.
The bottom line is the customer service representative is, in the customer's eyes, THE COMPANY. The way the experience is with them will dictate how your revenue providers will view your products and services. So, stop treating them horribly. Train the other departments to view Customer Service as the blood of the company. Doing this will increase employee retention, customer retention, and profits.
Now, let's look at the fun side. When you begin a career in the music industry, money isn't in abundance. If you have a dedicated team that's offering pro bono services, do what you can to show that they're appreciated. Buy them a card, make them a card, write a song or poem about them, etc. If they feel valued and appreciated, they will make sure that your fans are valued as well. Your volunteers will go the extra 110% on your marketing, promotion, sales, branding, etc. The fans will in turn transfer that satisfaction into sales or revenue for your musical career.
No comments:
Post a Comment