Branding – are you? Branding is one of the most productive marketing tools you can use to build your business. Florence “A city in motion”, the chamber’s marketing “Oregon’s Coastal Playground”, Nike – “Just Do It”, ROLAIDS “How Do You Spell Relief?” you get the idea. Personally, I think the most important part of marketing is the actual interactive experience. Are you living up to your branding? Who are you targeting and what is important to them? My mom trained me early, there is a big difference between inexpensive and cheap. This concept extends to a multitude of business tangibles. I’ll share the one greatest tool you can use to brand your business – CUSTOMER SERVICE. When is the last time you’ve heard “The Customer is Always Right”? Can you say Nordstrom? How do you feel when you’re the customer and you’re treated right? That’s what I’m talking about.
Customer Service – imagine your brand is revered for amazing follow through, quick response, professional courtesy and going the extra yard. You know being a farm girl, I’m going to go there…. Customer Service is a seed. If you don’t plant it, it won’t grow. We can count how many seeds are in an apple but… can you count how many apples are in a seed? You can carry that seed around in your pocket and guess what? You get it – nothing grows from it, until you plant it. Investing in customer service for you and your staff is planting a powerful seed.
Great advice is only great if you take it! As your go-to resource, your chamber is here with the tools you need to build customer service in your industry. Oregon Restaurant and Lodging Association has a “Guest Service Gold” accreditation program available. It is even available online so you and your staff can develop this seed when and where it’s most convenient. Here is the link for more information www.oregonrla.org/guestservicegold.html. One of the fun “customer service” programs that is coming to fruition is a tourism ambassador-type training. This program will equip our “boots on the ground” employees and management to better serve our visitors with knowledgeable referrals for things to do, see and experience in the Florence/Central Coast area.
Creating an authentic brand of customer service and excellent experience is good for every business. It’s especially good for our community. We will reap the harvest of repeat customers, referrals and economic stability if we brand Florence with amazing customer service. We can do hard things!