Doug Sandler, author of Nice Guys Finish First: Winning Customers for Life by Winning Relationships That Last, defines ‘nice’ as “genuine, trustworthy, upstanding with the answers you give, give to clients as much as you give in return. Basically, doing the right thing when nobody’s watching.” He also talks about how people need to go back to the basics of customer and employee service. With the anonymity of social media, people can forget how to engage directly with customers and employees. Sandler urges companies to revisit that personal, one-on-one engagement and remember the simpler things, such as returning phone calls and emails, being on time and overpromising and under delivering.
Sandler also argues that what drives the c-suite is the “bottom line;” therefore, going back to basics makes customers feel like they’re being listened to, employees feel engaged and that one-on-one engagement eventually increases the bottom line. Even on social media, Sandler says, the key to having a good relationship with your customers and be the ‘nice guy’ is engagement.
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