4 Customer Service Hacks via Peter Shankman

It’s no secret that I ADORE PR speaker and motivator Peter Shankman.

My guru recently gave a talk at IZEAfest 2017 asserting that the future of the economy is customer service. Why? Because it’s easier than ever for consumers to review any experience, business, or service, so if your customer service is lacking, the whole world will know.

While he has a list of ten great points (that I highly recommend you check out in his talk here), four of his points screamed out at me to share ASAP:

First off: don’t suck.

You don’t need to be good, but you need to not suck. If you suck, people will know—remember, their friends and family are writing about you on social media. So how do you not suck? One easy way is to do your homework. Peter says by just doing a little bit of research, you’ll be better than 99% of the competition.  Google the business or individual you’re working with so that you know a little bit about them, and it will help you help them.  The last thing you want to do is meet an important new client and not know something about them that is obvious to anyone who knows who they are, or put out a document with wildly inaccurate information in it.

Which leads us to the next point; know your audience.

Your first-time customer doesn’t need the same things that your most loyal, top 10% customer needs.  Their questions and feedback will be different, as will their expectations. The example for this Peter gives is United; he is in the top 10% of their flyers and still receives the same very anonymous, impersonal survey after each flight that they send everyone, and when he fills it out and responds, he gets no follow-up.  How much would it cost United to have a customer service representative give him a phone call? This is low-effort on United’s part, and yet would demonstrate that they truly appreciate and listen to their clients.

HUGE: brand everything. Everything.

If you create good content, it will get shared widely and go viral, but if it’s not branded, you’ve lost your opportunity to build YOUR audience and YOUR brand.  Make sure that people who like what you’re doing have a way to not only know you’re the one doing it, but to reach out to you about it! Whether this means including a phone number and a website in published material, or a few seconds displaying contact information in video content, take the time and effort to do it before it gets spread across the internet and your authorship is lost.

Transparency is the fourth point I’d like to touch on here. Be honest. Being honest is easy, and people like it. Trust is essential. If you make a mistake, own it. If you own it, you’ll get through it, and according to Peter, “there is no greater lover in the world than a former hater.” And it’s true! If you take care of a customer’s problem, they’ll love you forever. If you embellish the truth about yourself and your audience finds out your claims are inaccurate, they’ll never trust anything you say or do ever again.

These will help every company succeed in customer service AND they’re especially valuable lessons when considering PR. So get ahead of the curve, and start implementing them today! None are hard, they just take a little bit of time and thought, but the difference they will make to your clients and audience can be monumental.

For more of Peter Shankman’s incredibly valuable content, visit his blog here: http://shankman.com/blog/

Thank you Peter and…. Get Noticed.

Client Coverage On… CBS Good Day Sacramento!

Fantastic coverage for our client Nicole Smartt, VP of Star Staffing, to coincide with the opening of Star Staffing’s newest location in Sacramento! Nicole discussed her book, From Receptionist to Boss, to promote a local book signing and also talked about her company.

To check out the interview, watch below!

Star Staffing wanted to be introduced to their new audiences up in the Sac area – this show is one of the area’s most popular daytime TV show, allowing Nicole to introduce herself and her business to the Sacramento community with a bang!

Ask us anytime to help you find out how we can get you in front of your target audience – we love to talk PR.
Get noticed.

GetNoticedPR Principal In the News

I am so excited to be included in this group of women! Check out the content below:

nbbizwomen-big

The May issue of NorthBayBiz Magazine focus is on successful and influential North Bay women, and we found so many more than we were able to include in our features. This further sampling of women having an impact on their North Bay communities asked the questions:
• What advice do you have for someone who wants to follow in your professional footsteps?
• What would you like your professional legacy to be?

Profile – Jenny Kaplan
Principal
GetNoticedPR, Santa Rosa

Advice: Find yourself an internship. Not only will you learn which aspects of PR you want to focus on, but you’ll meet incredible connections to last throughout your career. If you can find a mentor, the benefits will blow you away. I was lucky enough to work with a PR guru who generously shared her knowledge and advice and supported me as I came up in the ranks. It made me the fearless PR advocate I am today. Seek out positions where you can fully familiarize yourself with the many facets of the world of PR. There are so many different ways to shine in this industry—it’s highly valuable to see exactly which pieces fit your special talents. I’d say dream big and go for your perfect life’s work. Staying true to yourself and your passions truly does equal a successful business life.

Legacy: My job is about putting others in the spotlight, so it’s not about me. My success is measured in the fame and fortune I make possible for my clients, so I guess you could say I want my legacy to be one of great success stories about great people. Beyond that, I’d like to shift the public perception of PR from that of “spin doctor” to one of “great storyteller,” because that’s what we really do.

Read the article live here:  http://www.northbaybiz.com/Monthly_Features/Work_Life/May_2016_People_Women_in_Business.php

Client Coverage- Genty Photography in San Francisco Chronicle

We love getting this kind of press – our talented client, Christophe Genty Photography, was just featured on the cover and in a two-piece spread in the Style section of the San Francisco Chronicle the coverage includes an online spread at SF Gate.com of the story with 15 additional images from this gorgeous Sonoma County Wedding.

Broadsheet.11-08-2015.ALL.J.1.Style.Advance3-large-thumbnail

 To view the article online, click here. To see a PDF of the article, click here.

To see more client press, see our Results page.

 Get noticed!

The 5 “Superpowers” of a Press Release

I just published my own words in the Northbay Biz magazine (a local business magazine I encourage all my clients to be a part of because it reaches almost every business owner in Sonoma & Marin County).

I’d been wanting to write an educational piece on what I call the 5 “superpowers” of a press release. I’ve seen press releases have tremendous effects on business – and always much to the surprise of the business owner. Here’s why you need to be distributing some version of a press release on a regular basis.

nbbprlarge

Get Noticed.

The huge PR lesson learned from the new movie Chef

PR lesson in ChefThe movie Chef, starring and (masterfully written) by Jon Favreau makes mouths water & stomachs grumble but what I loved was it teaches a real lesson about good versus bad public relations, without us even realizing it.

I promise not to give the movie away but I must share with you the key public relations tips that the movie so entertainingly illuminates.

Continue reading