Does Your Customer Service Leave a Bad Impression?

by Andrew Lock

Make no mistake: customer service is marketing. Does yours measure up? Our small business marketing guru shares a prime example of customer service gone wrong.

We dig into the Help! My Business Sucks archives to mine real-life, small-business marketing gold that you can take and apply to your own business. Watch the episode and see how customer service can affect how people think of your company. Plus, Andrew offers advice on differentiating your products from the competition.

Let us know whether you can apply these principles to your business. Got any marketing tips you'd care to share with your fellow SMB owners? Be sure to leave them in the comments section below, too.

Delta Airlines customer service sucks. It really does. I'm one of their premium-platinum-super-duper flyers, and they don't treat me any different from anyone else. But that's still not the point. I needed to call them about changing my flight during a hurricane, and it was not a good experience as you'll see.

The viewer question this week is about marketing a unique fish oil product. Think about the principle behind the advice I give and see if you can apply it to your business.

This episode's big marketing lesson is from EasyCar, a British car rental company. It turned the traditional car rental model on its head, and I'll explain how.

You'll find lots more small business marketing tips and resources from Andrew Lock in our Small Business In-Depth series, Lock in Your Marketing Resources.

Andrew Lock is a self-described maverick marketer and the creator and host of Help! My Business Sucks, a free, weekly Web TV show full of practical small business marketing tips, advice and resources to help small businesses "get more done and have more fun."

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This article was originally published on Friday Nov 4th 2011
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