Providing Exceptional Customer Service…at a Trade Show?
You are currently browsing comments. If you would like to return to the full story, you can read the full entry here: “Providing Exceptional Customer Service…at a Trade Show?”.
Trackbacks
-
[...] rather assist? The customer that comes in screaming their head off and demanding that YOU … Continue reading … Possibly related posts: (automatically generated)Making Trade Shows Better For Trade Show [...]
Leave a Comment
Great blog post. Interesting and very informative. Seems simple, but we all need to realize that we represent our company 24 hours a day. We need to be enthusiastic, helpful and smile. And its always better to be proactive than reactive.
[Reply]
Emilie Barta Reply:
September 30th, 2009 at 11:06 pm
Thanks for your comment, Jenise! I am oftentimes amazed at behavior I see at trade shows, especially when people think that others aren’t watching or when they feel they are not “on the clock.”
[Reply]
Reading your very fine article reminds me of a great piece of rock & roll philosophy courtesy of Cheap Trick: “Everything works if you let it – and you can let it if you try.” It’s amazing how many people on both sides of “the help equation” stand in their own way, and how much more easily things work with a glass-half-full attitude. (I know it works for me.)
Thanks for the shot of inspiration – I hope success is surrounding you today!
- Paul
[Reply]
Emilie Barta Reply:
October 1st, 2009 at 5:49 pm
Thank you for your rock & roll reference, Paul! And you are absolutely correct…a positive attitude and a willingness to help make situations much easier to handle.
[Reply]
Hi Emilie, saw this article via Twitter (#eventprofs).
Not sure I agree with you entirely, or perhaps I’m just looking at it from a slightly different POV – sure it may be more personally fulfilling (more likely, it’s just less stressful) to help a kind customer than a rude one. But (and this is an assumption here) if a customer is rude because s/he is thoroughly pissed off at your organisation, being able to help them to the point where they calm down and can have their faith restored in your organisation is probably infinitely more rewarding to the organisation.
A kind customer is probably going to remain a customer. A rude one is on the cusp of being lost forever. A kind, gentle customer is probably also not as passionate as one who can get loud, rude and irate about your organisation. The question is whether that passion can be redirected to becoming an evangelist for your organisation rather than a vocal critic.
That said, I’m always turned off and amazed by how disinterested and lackadaisical the people I’ve seen manning booths have been. Hello! You’ve got an almost captive audience here, and you’re gonna slouch in your chair, mutter incoherently, and point at the brochures?
[Reply]
Emilie Barta Reply:
October 1st, 2009 at 11:39 pm
Thank you for your point of view, Marc, although I think we are saying the exact same thing!
The point of my post is that oftentimes people in customer service positions are REACTIVE rather than PROACTIVE, meaning that they often treat the customer in the manner in which the customer is treating them. However, as trade show professionals, it is unacceptable to behave in this manner…we have to PROACTIVELY treat every attendee with respect, kindness, and a positive attitude no matter how they approach us. And our body language is more important than ever since we are in face-to-face situations. So the behavior that you mentioned…disinterested and lackadaisical…is REACTIVE and downright uncalled for at a trade show just as you stated.
BTW…your photographs are just gorgeous! ;o)
[Reply]
Excellent article.
It is hard to do after long days of working a show, but the proactive role is so true. One benefit of being proactive is learning body language of someone who is unhappy and having time to prepare with positive interaction.
[Reply]
Emilie Barta Reply:
October 1st, 2009 at 11:59 pm
Thank you for the compliment on my article, Susan! Isn’t it a great feeling to turn someone who is unhappy into someone who walks away with a smile on their face?
[Reply]
I couldn’t agree more. My only addition might be to suggest that much of what we do as professional presenters shouldn’t be expressed as customer service, but, rather, common courtesy.
Best,
Mark Brandyberry, CM
[Reply]
Emilie Barta Reply:
October 2nd, 2009 at 12:09 am
You are absolutely correct, Mark! Common courtesy is a HUGE part of providing exceptional customer service, and unfortunately one of the first things neglected after working long hours at a trade show.
[Reply]