Customer Service with High-Risk Quotient: Bold, Honest Communication

June 18, 2009 by Mary Ellen

Values like sincerity and authenticity grow more important in a tough economy than in a growth situation.

This is the story of risking vulnerability to ask the customer for inputIt’s the story of a customer-centric approach to business. Granted, it couldn’t work for everyone. On the other hand, how would the world look if we all approached our business from this perspective?

My kudos go to Bea Doyle, a local businesswoman who risked putting herself “out there.” (Disclosure: Bea is a friend, supporter of AIBA and WESST)

E-mail #1:

Subject: Brainstorming for the continuance of Bhava

Dear Devoted Bhava Students, Teachers, and Friends,

I’m inviting you to a meeting this Sunday, June 14th, 11:30-12:30pm, to help me brainstorm on how to keep the doors of Bhava open to the public.

The short story is, very sadly, that I am not eligible to borrow any more money, and Bhava does not have the funds to continue in it’s current incarnation. As I am in this crisis mode, it occurs to me to reach out to you who care most about the success of Bhava.

Agenda:
Where we’ve been and how we got here.
Where we need to go.
How can we get there?

Tea provided. Please RSVP to this e-mail.

Love,
Bea

P.S. If you know someone who should be at this meeting, please invite them. I don’t have e-mails for some students who may want to be there.

Bea Doyle, Director & Instructor
Bhava Yoga Studio
520-A Central Ave. SE
Albuquerque, NM 87102
505.842.1080
www.bhavayogastudio.com

Email #2: I like the fact that Bea reported back to her original list in a prompt manner. In her subject line she thanked participants. The ‘nice’ factor continues to keep on working.

Subject: This morning’s meeting + Thank you

Dear Bhava Students and Friends,

Thank you so much for your presence and contributions at our brainstorming meeting this morning. For those of you who couldn’t be there, thank you for your ideas and supportive thoughts. I knew that I couldn’t do this alone.

I have read all of your suggestions that you have e-mailed, and have minutes from the meeting. If you have not yet e-mailed your ideas/ suggestions, please do so as soon as possible. We’ll be looking more carefully at all of your suggestions this week. I’ll be getting back to you to ask for your help in implementing some the ideas that we move forward with now in this short-term, and with our plan for the long-term.

Special thanks to Elissa Breitbard, Sara Berger, and Keith West Harrison for your insightful, knowledgeable, and professional help in running the meeting.

Thank you again. We’re not stopping….we’re GO-ing!

Much Love,
Bea

Because I continued to think about this approach this week, I asked Bea for permission to share it with you. She responded in kind:

It’s so good to hear from you, and yes, please do use my e-mails on your blog, and feel free to use Bhava’s name. I would be really happy if it can help others and it’s true that the approach is focused on the customer….which is the community, the breath of Bhava.�
I feel very supported and we have a lot of work to do!

Wow. Keep us posted on the rest of the story, Bea. Meanwhile, thank you for sharing your story. Good luck!

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Comments

5 Responses to “Customer Service with High-Risk Quotient: Bold, Honest Communication”

elissa on June 18th, 2009 10:40 pm

Sunday’s meeting was great, and since then the studio has had an out pour of financial, emotional, and practical support! This shows that when a business is local and supports the community, in turn, the community will show up and support the business. What a raw, real way to cope with difficult economic times. Go Bea and Bhava!
Mary Ellen on June 19th, 2009 5:30 am

You’re so right, Elissa. Community connections can be a huge advantage for a business.
Mary Schmidt on June 19th, 2009 9:49 am

This is the way companies should operate! We are all in this together. Sadly, many businesses still operate like the customers are nothing more than walking wallets and “the enemy.” Too bad the big banks don’t have a Bea in charge.
Mary Ellen on June 19th, 2009 5:11 pm

Now it seems media is jumping on the bandwagon and planning a story about the ongoing concern of the Bhava community. Bea created an impact. Like a rock tossed into the pond, the waves continue to trigger other waves. Isn’t that neat?
Marketing Engine Check Light Now Flashing | ProfitMeister on July 1st, 2009 6:38 am

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