Photography, Business and Turning Around an Upset Customer

© Teodor Lazarev

Now and then there's a moment in social media that reminds me how much we take for granted in our ability to communicate. Here's the scenario: 

​I wrote about this a short time ago, but this is a new chapter. I have fun tweeting great quotes and post a new one every morning at 7:30 am. On December 22, I tweeted this one:

"Remember, no matter how good your feedback is, you always start all over with the next customer."
Shep Hyken

I found the quote using Google, searching under the topic of Customer Service. Shep retweeted my post. It's rare the author of any quote I share retweets what I write and here comes one of the amazing attributes of the Internet. I looked up Shep Hyken to find out more about him. Then I called him to say thanks and learn about his role as a leader in the business community, and his focus on Customer Service. 

A few weeks later on Mind Your Own Business, Chamira Young and I had Shep on as a guest. It's a great podcast with a lot of terrific content. One of my favorite segments is Shep talking about the F-bomb of business, the word "fine." 

Click to listen to the podcast and visit Hyken.com.

This morning Shep launched a new episode of Amazing Business Radio, and I was his guest as we talked about so many of the challenges in dealing with angry customers, specifically screamers. Not only was it a fun and informative podcast to record, but there's a growing friendship with Shep. That brings me full circle to how much we take for granted.

While there are days when we all miss the solitude of life before email and social media, the rest of the time it's one of the best tools we have for developing our network, education and in turn new friendships. The world used to be a pretty big place, but now we've got the ability to stay connected, often with friends we've only met in Cyberspace.

But there's one more point I want to share. Obviously meeting somebody in person is always the best, but next in line is picking up the phone and making a call. It's important to be accessible and in my growing friendship and respect for Shep, he optimizes the concept! 

So, the next time you read something you enjoy, listen to a podcast, online workshop or watch a video that brings a new person into your life, take the time to share a little feedback. And, if appropriate, don't be afraid to pick up the phone and introduce yourself and take that step to making the world a little smaller.

For years I've said the best thing about this industry has nothing to do with photography, but the friendships that come out of everyone's love for the craft. That's also true of the friendships that grow out of everyone's love for business, and in this case, Customer Service.

---