@Hertz: The Virtual Agent Lightens the Pain of Waiting

January 16, 2012

I’ll admit it; I hate waiting.

I try to be patient, yet I am spoiled by the immediacy of everything.

When the train gates fall and bring my car to a standstill, I sigh.

When all lines at the grocery store look like a LA freeway, smoke drifts out my ears.

Before you join the masses on the road, wouldn't it great if you didn't have to wait?

When the number at the deli counter is 14 and I am number 36, I silently groan.

The Hertz Rental Car place in Atlanta, Georgia was a busy place a few weeks ago.

As I strolled up to the counter, the line was interminable; tense business professionals attempted to pass the time stuck in their smartphones.

I glanced to the left and noticed a bank of open monitors.

Simultaneously, a friendly young lady invited me to meet a virtual agent by guiding to an open computer.

“It will be much shorter than waiting in this long line,” she said.

I was a bit skeptical that I appeared to be the first taker (sucker!), but I was intrigued to test-drive the process.

“What’s your name, sir,” the smiling Hertz representative asked.

“Dan,” I responded.

“Dan, I’d like you to meet Mary. Mary will take care of you this morning.”

As the friendly young lady stepped away from the monitor, the smiling Mary appeared on the screen and began to quickly, courteously, effortlessly find me an affordable vehicle for my stay in Atlanta. The entire process probably took 2 minutes less than a face-to-face exchange – that’s efficiency.

I was impressed by how Hertz made the ‘impersonal’ exchange via computer very personal. Think Skype with a smile.

If the metrics make sense, other service industries (airports, ticket counters, car service stations) should seriously consider virtual agents to alleviate longer lines, harried travelers.

I may still dislike waiting, yet Hertz serves up a smidgen of joy while you wait.

Until next time,

Dan Naden

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Posted by Dan Naden

Sea World presents a charming day…with a catch

January 4, 2012

I am surrounded by Cookie Monster, Elmo and Bert, as they dance to a catchy tune about letters and numbers. For a moment, I think about throwing caution to the wind and join in the two step. The furry creatures that taught me the ABCs are now paving the path for the next generation and I can’t really control myself.

The smiles on our children’s faces are as wide as Texas.

The live shows were a dazzling display of beauty and strength.

Recently, the family spent a spectacular day at Sea World San Antonio on a mild late summer day. The sun beat loud and proud on that day.

This treasured day, however, almost didn’t happen.

Our plan was simple:

-Open the doors to the park at 10am.

-Stay until exhaustion beat us down.

 The skies on that particular Saturday morning, however, were hostile. Drizzle and fog dampened all spirits. The previous night’s rain, thunder and lightning displays were legendary.

After a few hours of wishing, hoping, praying that the rain would stop, we caught a break.

The skies lightened just enough to let us into the park around noon.

Despite our late start, we were ambitious about our pursuit of trying every ride, coaster, game that was available at Sea World San Antonio. With the park featuring Halloween hours and events (until 10pm), we believed that we had plenty of time to ‘give it a go’.

We petted the sting rays, bobbed and weaved on the Shamu Express roller coaster, laughed on the merry-go-round, and marveled at the artistry and acrobatics of Azul. Azul was a major departure from your typical dolphin show. Talented professionals swam, dove, climbed, soared against a majestic backdrop of light, color, sound.  Unbelievable.

Even I tested his nerves on the jaw-dropping Steel Eel. As I made the slow, methodical incline prior to the ride’s steepest drop, I wondered, “Why am I doing this?” When it was over, I was ready to do it again!

Then, unexpectedly at 5pm, we heard this over the park’s loudspeaker:

“Attention please; because of inclement weather earlier in the day, the park will be closing at 6pm today. All Hallowscream activities are cancelled for tonight.”

The words: “What?”, “Huh?” could be heard reverberating around the park.

This was a surprise in the worst way.

I realize weather plays a significant role in the unpredictable schedules of most of these amusements parks, yet we wouldn’t have made the decision to enter the park around noon (at full price!) if we knew the day was only six hours long instead of ten hours. With the sky clearing, it didn’t cross our mind that the park would close early.

Most likely, we’ll return to Six Flags San Antonio for some stupendous fun. This bout of unfortunate, nearly unfathomable, news probably put a frown on the furry faces of Cookie Monster, Elmo and Bert as well as on the faces of the Austin visitors.

Until next time,

Dan Naden

1 Comment | advertising, Atmosphere. Customer Service, Communication, community, customer experience, Customer Service, knowing your customers, marketing to kids, Texas | Tagged: , , , , | Permalink
Posted by Dan Naden

@ Best Buy, it’s the stuff that brings them in….

September 19, 2011

Since when have we become so ‘accessorized’?

Recently, I visited a Best Buy and expected to find wall after wall of big screen TVs, computers, electronics, stereos. I am not much of a gadget guy, so I don’t frequent these places very much. Well, I wasn’t disappointed. My preconceived notions were fulfilled.

The store’s perimeter is an electronic festival with flashes of light, color, images and sound.  A bank of TVs allure with stunningly picturesque pictures of bears swatting salmon in angry rapids, two children frolicking in a meadow of wildflowers, a fearsome linebacker delivering a knockout blow to the opposing team’s quarterback. I couldn’t help but look at every one, despite the fact that they were all streaming the same picture.

You could hear a pin drop in this aisle.

The store’s interior, however, pulses to a different beat. Let’s call it stuff (accessories): game cartridges, DVDs, CDs, gift cards, wires, cables, camera cases, Ipod skins. I am fairly tech-savvy, yet I almost felt compelled to ask for a translation guide. This accessory goes with what product? And why would I need this?

I used to think of Best Buy as the store of ‘Big Things’: TV, appliances, stereos.  It’s where I went with a friend’s truck because I knew my car wouldn’t hold my loot.

Now, it’s the land of small things. Five years ago, you walked out of Best Buy with something on a dolly for $500 pushed by a pimply-faced high-schooler. Now, you pack your cart full of ‘things’ and wonder how all of it cost $300. During my recent visit, the traffic condensed around the peripherals, add-ons, and accessories, not the big-ticket items.

The world’s become bigger. Its products, however, are becoming smaller.

Sure, we still buy the big things, but the ‘little stuff’ seems to be the locomotive in today’s economy train.

Until next time,

Dan Naden

1 Comment | advertising, Communication, communications, customer experience, Customer Service, knowing your customers, marketing, shopping, store design, Uncategorized, user experience | Tagged: , , , , , , , , | Permalink
Posted by Dan Naden

When’s the last time you talked with your customers?

September 5, 2011

Have you heard someone say?: “To have a friend, you need to be a friend.”

Can this quote be repurposed for a business setting?

How about: “To have customers, you need to act like a customer.”

Drop everything (even that briefcase) and call your customers asap.

Think about it.

  • Customers want to know that you care about them. Am I too small to matter to your company?
  • Customers want to know that their needs are being met. Am I being heard?
  • Customers want to know that you aren’t just pushing something at them that they don’t really need or won’t solve their problem.  Am I just padding their bottom line?

When you are in business, you aren’t ‘necessarily’ in the business of making friends, but it certainly couldn’t hurt to be friendly.

When’s the last time you actually picked up the phone and talked with your customers?

Go ahead right now and act like a customer with your existing customers; make a courtesy call with the following questions in mind: (Remember you aren’t selling anything; your goal is to listen intently and show genuine appreciation for their business.)

  • How’s business going?
  • How are things going with ‘Insert your product name’?
  • Do you have any questions about using our product?
  • Is there anything else we can do to help your company?

Close the call by sincerely thanking them for their business, setting the stage for future interactions.

Dale Carnegie said:
“You can make more friends in two months by becoming interested in other people than you can in two years by trying to get other people interested in you.”

There’s no reason we can’t replace ‘friend’ with customer:
“You can make more customers in two months by becoming interested in customers than you can in two years by trying to get other customers interested in you.”

Now, get out there and speak to your customers. (not just e-mail or text)

Until next time,

Dan Naden

Leave a Comment » | Communication, communications, community, Conversation, customer experience, knowing your customers, marketing, personal, personal connection, Uncategorized | Tagged: , , , , | Permalink
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Play a game of Hide and Go Seek with your customers

June 20, 2011

Ready or not here I come.

The moment this phrase is written or heard, you know its context: Hide and Go Seek.

When I have some free time, there’s nothing better than playing a game of hide and go seek with my children.

The wonders of Hide and Seek can be introduced to your customers.

I'll deliver a great customer surprise in 10, 9, 8, 7...

My daughter’s on a mission to find the best hiding spot in the house. She’s hid under the bed, in the closet, behind the chair – all without making a whisper of noise. My son still hasn’t mastered the concept. He proudly announces his location after hiding.

It’s a great and treasured moment when you finally find the ‘hider’. You scour every corner and crevice before opening that secret door, and saying, “There you are!”

Can you surprise your customers in a lucky and memorable fashion? Can you have them open an e-mail, pick up the phone, read a blog post, and think, “Wow, this company really cares about me. I can’t believe it.”

How about trying these tips when you want to transition your customers from ‘ho-hum’ to ‘fiercely loyal’?

  1. Upgrade them at no extra charge: I know the economics don’t make sense to do this for everyone, all the time. Pick a long-time customer and move him up to your next level of product and service.
  2. Fix their problems: Surely as the sun will rise tomorrow, customers have problems that need solving. If a customer calls your support line, don’t shuffle him around on the phone tree. Fix the issue right there, right then.
  3. Ask your customers how they are doing: If the only time you call your customers is for renewal, you are missing a golden opportunity. Pick up the phone and ask them how business is going. Thank them for their business and ask if there’s anything you can do to help.

The joy of ‘hide and seek’ doesn’t need to only be a part of childish fun time; your customers are ‘craving’ some spontaneity, some respite from the mundane. Deliver it today without even counting to 20. ;)

My next quest: find a spot in the house that’s hidden from even the most curious and eager eyes. “Ready or not here I come.”

Until next time,

Dan Naden

Leave a Comment » | Atmosphere. Customer Service, Communication, communications, community, Conversation, customer experience, Customer Service, enthusiasm, experience, Ideas, knowing your customers, marketing, work/life balance | Tagged: , , , , | Permalink
Posted by Dan Naden

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