The Secret to Sweet Success: Customer Service

Posted by on Aug 11, 2017 in Copywriting | 0 comments

The Secret to Sweet Success:  Customer Service

I spend a lot of time counseling my clients on how to approach customer service in the digital world. After all, everything you type ends up either falling into one of three categories: Copy, content, or direct communication. Facebook offers a way to present all three of these types of writing to your customers and I will often follow other business pages to get a sense of how they are conducting themselves online. If you spend any time on my blog or social channels at all then you know I’m a foodie. My Twitter account even includes a shout out to my passion for all things edible. It should come as no surprise then that I am more than a little obsessed with chocolate.  One of my favorite companies is only a short ride away from my home in Burlington, Vermont.  I will often drive down Pine Street, even though I really don’t *need* to go that way, just so I can pop in for a few treats.

Lake Champlain Chocolates was founded in 1983 by Jim Lampman with the simple goal of making delightful chocolates with high quality ingredients. These guys have really taken the Vermont spirit of doing things right to a global scale. You can imagine my surprise, and delight, when the following conversation popped up in my newsfeed:

Lake Champlain Correct

Let’s take a minute to break this down. The customer noted that they loved the chocolate but couldn’t get their favorite type at their local Whole Foods. She posted just after midnight and the social media representative responded at about 8:00 AM asking the customer where she shops to offer personal assistance. The customer responded and within two more hours Lake Champlain Chocolates noted they would work on this for her. Two days later, a comment appears saying they will have a representative talk to her store to discuss expanding their inventory based on her comment.

Bravo.

This is an example of social media engagement and customer service done right. Not only did that one customer feel valued, but it also presented a business opportunity to strengthen an existing relationship and expand established inventory with an addition (or more).  When I commented asking if I could use this screenshot as an example for my readers, they were also quick to respond affirmatively.

I want to challenge all my readers to look at their social media channels as a way to engage, excite, and encourage their followers. I want you to ask questions, listen to feedback, and be prepared to take risks. If a customer presents a problem to you (chocolate not being available in their closest store), don’t ignore that statement. Use it as a way to communicate your concern, share your dedication to improving the customers experience, and follow up with real actionable items (getting a representative to talk about a new line item on an order). While you might not have as large of an operation as this chocolate company, everything you do online sets an example and a standard for your business. Make sure you’re setting sweet ones.

P.S. If you really want to taste something amazing, I can’t say enough things about the following items. When I head over to their store, these are the goodies I’m normally bringing home with me to Winooski!

Hazelnut Five Star Bar

Almond Butter Crunch

Milk Chocolate Pecan Caramel Clusters

Raspberry Truffle Bar

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